How can I resolve domain connecting issues with a previous store?

Solved

How can I resolve domain connecting issues with a previous store?

SusieRoyer
Tourist
18 0 2

I renewed my domain name with Shopify and when I try to connect it to my new store it says "A store with that domain name already exists." Many moons ago I had a previous store however, how can I release my domain from that store when I don't know where it is! TIA for you help 🙂

Accepted Solution (1)

Ollie
Shopify Staff
2487 457 415

This is an accepted solution.

Hey @SusieRoyer.
 
Thanks for reaching out. 
 
I appreciate the context that you have shared with us as that is very helpful! If you had a previous Shopify store on the platform and purchased a domain, there is a good chance that the domain is still connected. We will need to take a further look into the online store to advise further. 
 
With that being said, since we cannot authenticate you for the online store over the Community forums due to the sensitive information that needs to be shared, I am unable to assist with the specifics. In this case, it would be best to reach out to our live support by logging into your store using the Contact Us page. This will allow us to securely verify you as the store owner. 
 
Once you successfully login - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor about the domain.
 
Let me know if you have any questions.

Ollie | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Reply 1 (1)

Ollie
Shopify Staff
2487 457 415

This is an accepted solution.

Hey @SusieRoyer.
 
Thanks for reaching out. 
 
I appreciate the context that you have shared with us as that is very helpful! If you had a previous Shopify store on the platform and purchased a domain, there is a good chance that the domain is still connected. We will need to take a further look into the online store to advise further. 
 
With that being said, since we cannot authenticate you for the online store over the Community forums due to the sensitive information that needs to be shared, I am unable to assist with the specifics. In this case, it would be best to reach out to our live support by logging into your store using the Contact Us page. This will allow us to securely verify you as the store owner. 
 
Once you successfully login - you will be directed to the Help Center. Select the topic that you would like assistance with to locate the options to Get Support and speak directly with a Support Advisor about the domain.
 
Let me know if you have any questions.

Ollie | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog