I am dealing with a problem after I try to connect my domain to my Shopify-Shop (by adjusting the DNS TXT records). After I enter all the necessary information I received the following error message: xxx could not be connected because the store is frozen.
This message comes up even though I have an ongoing and active Shopify-plan.
After trying to contact the Shopify-help-center I was promised that an expert will contact me soon. I have received no response after 20 days. The 21st day I received a short message that my problem has been resolved. Unfortunately, after I tried to connect my domain, the same exact problem occurred.
Today 45 days have past I am still not able to connect the domain. Has this problem occurred to someone in the past? And what was/is the solution to this problem?
Your answers and solutions are very much appreciated. Thank you
Thank you for your response. It really is appreciated.
Yes, I can sign into my store, and even sell Products. To my knowledge that means that the Shop is technically not “frozen”. Still, when I try to connect my domain, it states that it is not possible due to a frozen store.
What can I do to fix this problem? I am not getting a response from the “Shopify-help-center”.
Could you clarify with us if you are attempting to verify a third-party domain? Or, did you happen to purchase this domain directly off of the Shopify platform? As this context will allow us to assist you further.
Yes, it is a third-party-domain. I purchased it a few years ago. The Third-party-Team has already confirmed to me, that the domain is 100% active and functional. The problem lies on the side of Shopify.
My Domain was successfully connected to my Shopify-Shop in the summer of 2023. Now, after I closed the shop for approximately 6 months, I am not able to (re-)connect the domain to the Shop. I found probably the exact same problem happening to the following person: https://community.shopify.com/post/2597648. Unfortunately, there was never a Solution that was made public.
And secondly (Maybe you are not the right person to ask the following question): Why haven’t I received a response from the Shopify-help-center even tho this case has been “escalated” for now 63 Days?
If you have more questions to my case, I will gladly answer them. Thank you in advance for your help. Greetings, David
Would you be able to provide us with the domain that you are experiencing this issue with? As this will allow us to take a further look into the error that you are receiving. Additionally, do you have a ticket number that you can provide us that was assigned to you? For context, when you speak directly with our live support - you will receive a follow up email that contains a ticket number for the case.
Hi there, @DavidN000 ! Thanks for following up with us and providing that information! My name is Imogen!
I wanted to jump in here and thank you for passing along that ticket ID and your domain for our reference. I did some additional digging into the situation and consulted with some folks internally and it could be that you need to verify ownership of the domain before it will connect successfully. We have a help document here that outlines the steps you’ll want to take to begin this verification process.
We recommend giving the steps in the attached help document a try. Then, once 48 hours go by, if you’re still experiencing the issue, please follow up here and let us know so we can look into some alternative methods to help you get this resolved. Thanks!
The document/link that you sent me was the first thing I tried (even before I contacted the “help-center”. Unfortunately, it did not and still doesn’t work because my shop is somehow “frozen” (see the original Post I made).
Are you able to address the “frozen-error” that my shop has?
To set expectations, our Community team does not have access to accounts, tickets or personal information. This is put in place for privacy and security reasons.
Can you advise what was the last step/update you were given on your ticket about this?
In regard to the domain and store, you mentioned you closed the account and then reopened a new shop. Did you just reactivate the exact same shop or sign up again with a different email/account?
The Support-Team has STILL not contacted me, and the problem has not been resolved (even though I wrote them consistently). In the meantime, I decided to take things into my own hands and run my store with another website-provider (.W,I-X.c_o,m)
I am very disappointed, with the”lack of support” I received.
