Currently I have a domain and want to connect to shopify, but when I connect, shopify reports an error as shown below. My domain is not connected to any shopify account yet. Please help me
Hey, @hoangpx !
I’m Ava from Shopify Support, I’d like to help!
The error you are seeing there can sometimes pop up if this domain is already attached to an older store somewhere on our systems. It usually happens unintentionally! A previous merchant in the past may have purchased your current domain from a third party or through Shopify. Then, when they did not renew the ownership of the domain, the ownership lapsed and the domain name was placed back on the market for you to buy at a later stage. However, now that you are trying to link the domain to your store, it is still showing as linked to an older store. So though it is not active, it prevents you, the new owner of the domain, from adding it to your store.
The good news is, we can usually search for the closed or frozen store your domain might still be linked to and unlink it for you! This will leave it free to be added to your Shopify store.
In order to do this for you, we’ll need to access your account. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Centre here and log in to your account to create a support request.
Since this is the next step I’ve marked this reply as the solution for the benefit of others who may discover this topic.
Thanks!
Ava
Social Care | help.shopify.com
HI, thanks you alot. But i can find the way to contact support team. Can you send mail to me?
Hey again, @hoangpx !
Sure, I’d recommend the live chat service for the fastest support. Click here to go to the Help Centre to start a chat! If you weren’t sure how to navigate our Help Centre, I’ve made a quick video here to show you how. Let me know how you get on!
Ava
Social Care | help.shopify.com
Hello there,
I have just purchased a domain through shopify, and the payment has gone through. but then the payment is refunded back to my account.
And my shopify domain is still the generic one xxx shopify.com.
Any reason why？
Please advise.
Thanks,
Sarah.
Hi, @Sarah19888 !
That is an odd error, if the payment went through then you should not have been automatically refunded. I’d like to check this out in more detail for you now, but we will need our technical team to log in and check on your domain internally. In order to do this for you, we’ll need to access your account. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit our Help Centre here and log in to your account to create a support request. You can type in your question or the topic you need help with. After that, you will be provided with some guides that may resolve your issue for you, and it will also give you the option to speak to a Support Advisor if the guides aren’t what you’re looking for. You should see the ‘Contact Support’ link at the very bottom of the page once you’ve typed in your question.
Our support team can take things from there!