How do I change or remove Shopify churned custom hostname

My domain was originally hosted by Hostgator. I had the domain successfully transferred to Shopify almost a week ago. After two chats and one phone call with Shopify’s solution center, they determined my DNS settings were correct, but they said my SSL certificate cannot be provisioned by Shopify as cloudflare headers are preventing it.

Currently the domain is still hosted on Shopify, but I changed the nameservers to cloudflare.

PLEASE HELP!!!

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Same issue over her. I´m trying it weeks to get in touch with cloudfare to remove this problem. With unfortunately no results yet!

So i´m also wondering who can help us out with this problem!!

HELP US OUT!!

My domain was hosted by Neostrada. When i moved my domain succesfully to Shopify months ago, Shopify determind my DNS settings were correct, accept my SSL certificate cannot provisioned by Shopify as there cloudflare headers preventing it.

Could someone help me how to figure this thing out?

“they said my SSL certificate cannot be provisioned by Shopify as cloudflare headers are preventing it.” thats a lot of nonsense.

Have you contacted Cloudflare support yet? Commonly we see this issue when there is a custom hostname for your website from when it was with an old hosting provider (i.e. Hostgator) that needs to be ‘released’ before Shopify can then provision your new SSL certificate. E.g. You might have had ‘example.com’ on Hostgator, meaning an SSL certificate for ‘example.com’ exists and is owned by Hostgator. They need to release this / delete it, or you can reach out to our support team and we can do this. Once done, Shopify can successfully create a new SSL certificate / custom hostname for ‘example.com’.

We’re actually working on a feature that will allow users such as yourself the ability to release these certificates via your own dashboard, however i dont have an ETA on that at the moment. That would allow you to delete your certificate on Hostgator and unblock Shopify.

I’ve also asked the team to see if we can reach out to Shopify and stop them telling joint-customers about ‘headers’. :confused:

4 Likes

I contacted [email protected] and received this automated message (below), followed up with a closed ticket email. As suggested below, I enabled the DNSSEC in cloudflare, but shopify does not seem to have the option to change the DS record. Shopify is ADAMANT that this is a cloudflare issue and I am just being passed around here. I have zero back-end experience or understanding of this. To me, since I pay shopify for hosting, they should be the ones helping me and become better versed in cloudflare if that’s where they are pointing customers to go to solve their problems. Shopify seems to be lazy or incompetent. They point me to hostgator that says they do not have any access anymore and to cloudflare. PLEASE HELP!!!

Cloudflare Support Team (Bot) (Cloudflare)

Dec 12, 2021, 7:33 AM PST

Thank you for contacting Cloudflare Support.

In order for your domain to be active on Cloudflare, you need to change your nameservers.

After setting the correct nameservers, it may take up to 48 hours for these to propagate.

To check whether your nameservers are pointing to Cloudflare, use a dig command.

If you previously had DNSSEC enabled for your domain:

  1. Remove your existing DS record from your domain registrar
  2. Let Cloudflare activate
  3. Enable DNSSEC in the Cloudflare dashboard
  4. Add your new DS record to your registrar.

Troubleshoot pending nameserver update issues with this Community Tip and learn more about nameservers in these Community Tutorials,
Finding the IP address of your Cloudflare Nameserver and
Can't set nameservers - (Inconsistent Set of NS / Nameserver not authoritative).

Moving nameservers on some TLD nameservers (dk, it, de, no, br) can cause issues due to registrar level validation. If you are using one of these TLDs please confirm the following steps have been taken:

  1. If the domain you are attempting to use has been signed up on another Cloudflare account, delete it.
  2. Double-check the nameservers that are being set in your registrar are the ones shown on the Cloudflare dashboard. We recommend copying and pasting the Cloudflare nameservers provided.

Your plan type grants you access to Support via our Cloudflare Community. Users who post topics in the Community have a median first reply time of under one hour!

  1. Before you post, search the Community to see if your question has already been answered.
  2. If you didn’t find your answer in an existing post, start a new thread (don’t forget to include “Please help - Community reply from smarsh” in the details).
  3. If you don’t receive a reply within 72 hours or if the replies do not answer your question, reply to your own Community post with your ticket number 2325932 and at mention @MoreHelp to bring your post to our attention. You also have full access to our detailed troubleshooting guides in the Help Center and our Developer documentation.

This is an automated response, which we hope has answered your question.

Search the Cloudflare Community for advice and insight.

I’ve escalated that ticket #. Someone from Support will probably take a look at this tomorrow.

thank you

1 Like

Yes i did have contact with cloudfare support already for weeks now. But unfortunately with no results. How ever the other user already said we don’t have no idea about this sort of thing. I don’t think it’s that hard to get this resolved. It’s so hard to get in touch with Cloudflare. I hope this can be resolved from here. It’s frustrating when you can’t continue with your website and can’t use your email. All that is needed is to release the SSL certificate, then everyone can continue. It’s nice that you guys will hopefully do something with Shopify here, because it happens often as I understand it and read that in the comments. But unfortunately it is not nice.

Can you please provide your ticket number?

How can i find my ticket number?

I’m this user…

ticket# 2325932

@user14102, he was asking about the other user. Your ticket is already in the escalation queue.

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Understood. Much appreciated

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my ticket number: 2322631

I’ve added this one to the escalation queue as well.

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Thank you !!

Hello, We do not see any issues with your domain being active on Shopify at the moment. Cam you try again. We do not see any headers clashing with your domain being active on Shopify.

Kindly check and let us know

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Replied and resolved. Please let us know if you still face issues.

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Thank you Anjana, it appears to be working properly…I must offer two suggestions

Prevention is better than cure.

  1. Before I was able to transfer from Host Gator to Shopify, the proper headers or SSL certificates should have been required to be removed by the customer or by the host to make the transfer seamless. Maybe reach out to different host companies to avoid this complication as it appears I am not the only one.

  2. Yes you/Cloudflare did resolve the issue, but Shopify (being the new host) should be better at directing clients towards a solution. They just point a finger at you all and have no problem collecting subscription payments while the problem is fixed elsewhere. If some of their team can have some sort of admin access/training with Cloudflare then this would not have been as exhausting.

Thanks again for your help!
-Michael

2 Likes

Hello,

Thanks for the feedback. Yes Ideally we always ask the customers to reach out to their previous provider to ensure the records are off-boarded completely.