We had an eCommerce site on Wordpress and pointed GoDaddy to Cloudflare to handle DNS. We just redeveloped the site on Shopify’s platform who also uses Cloudflare. We tried changing the A record and added a CNAME record but the old site still shows (after 4 days). We deleted the Cloudflare account for aprilsmaple.com and pointed GoDaddy directly to Shopify. Still shows old site. Shopify support instructed us to ask Cloudflare to “remove headers” that were used in the original account so their Cloudflare setup could finish. I assumed removing our original account would delete the original headers but apparently not and Cloudflare support pointed me here to post this question. Not knowing Cloudflare in-depth, I don’t know the best way to remedy. Any suggestions?
An actual Cloudflare Support person told you to do this?
Yes. It was a long email with reference links but here’s the relevant excerpt from that email:
Follow these steps to ask this question to the Community:
- First, login to the Community [LINK]
- Next, to post your inquiry, click here [ LINK ] don’t forget to include “Remove Headers - AprilsMaple.com” to the details.
- Finally, to search the Community before you post, click here [.LINK ]
If you don’t receive a reply within 72-hours of asking the Community, let us know by replying to your own Community post and at mentioning @MoreHelp to bring your post to our attention.
And it was signed by somebody?
Please reply to the message and let them know you still can’t fix it. We don’t have access to your account, and Shopify’s advice makes no sense. Support should be able to fix whatever it is that Shopify needs fixed.
I agree, it doesn’t make sense and I’ve challenged them on it for 2 days. 3 different Shopify support techs all insist we need Cloudflare to fix the issue. The original account was a free account and Cloudflare support stated they give priority to paid accounts so I may have to wait a few days to get it resolved. Thank you for your advice, I’ll reply to their message and see where it goes.
Free plans don’t get email support. But Shopify has all levels of support here:
The ball really is in Shopify’s court. Your domain points to them.
Thanks. That’s helpful to know Shopify’s level of support. I feel like they just wanted to pass the buck even though they know our domain points to them and it should be fully under their control. I’ve argued with them that this is their problem to fix but so far to no avail. Trying again.
Customer support isn’t their strong suit.
Here is the latest from Shopify…
----- paste -----
If you aren’t able to open a ticket with them to request the headers to be removed, then some other avenues to get in touch could be through their social media [ Twitter Link ].
It is understandably frustrating when you need to have the site up in time for black Friday and holiday sales. I agree that it makes complete sense that removing the domain should also remove the headers; and that it would be very useful if Shopify and Cloudflare could communicate to ensure this happens when a 3rd party domain is connected to Shopify.
For removing headers and the suggestion to do it automatically will be best brought up with Cloudflare once you are in touch with them as this is their service and processes.
As for leveraging Shopify’s relationship with Cloudflare to get it resolved, as per our current privacy policies we would not be able to share any client information with Cloudflare. We can’t even confirm or deny a merchant is using Shopify without the express permission of the merchant; and I suspect Cloudflare’s privacy policy is just as strict with their own clients data.
The best route forward will be to continue to work at getting in touch with Cloudflare. I see that they have support documents and a support forum as well, so it may help to take some time to look through that and do Google searches to see if there’s something self serve that can be done as well to speed it up.
----- end paste -----
I’ve pushed them harder and given them our “merchant permission” to discuss with Cloudflare. They are “escalating” to their merchant support. We’ll see what happens next.
Documenting here in case others run into this nonsense.
Sorry, that’s laughable. They want you to @ one of their providers on social media to make their service work 
I’m still not sure what they even mean by this.
Thanks for updating us, hopefully you get it sorted with their escalation.
IKR. That and “do a google search” as if that’s not the first thing I did.
I’d love to hear exactly which Headers they want removed. If they could let you know, we might actually be able to do something.
I just now posed that question. I will let you know the response.
A Shopify tech just responded that the old Cloudflare SSL appears to be a conflict. Searching on DNSchecker.org SSL cert check I see:
Any ideas if I’m able to remove this or ask Cloudflare to remove? Shopify tech said their system can’t finish the SSL setup until the old Cloudflare SSL is removed. I would think by removing the domain from old Cloudflare setup, this would have removed the SSL settings too but apparently not.
Hi @user11627,
We’ve been given some updated information on this, please see below:
Unfortunately the community is unable to assist you with issues such as this where an old provider used Cloudflare for SaaS. Please contact your old provider and ask them to remove any Cloudflare configurations for your domain, specifically SSL for SaaS / Custom Hostnames. If you previously used HubSpot, please ignore this and move to the paragraph below.
If you are unsure who the previous provider is or they say they are unable to help you, please email [email protected] with the subject Cannot remove custom host name and details of the issue. Once you’ve done that you’ll receive an automatic response with a ticket number. Please post that here so we can escalate it.
Thank you. However, I am a free account holder and as I understand it, am not entitled to email support. We’ve deleted this domain from our free account so shouldn’t the SSL and other settings be removed from Cloudflare system? Check if Cloudflare is enabled - by Selesti Ltd (this shows:)
aprilsmaple.com is NOT using Cloudflare DNS
• No protocol (e.g. https://) was provided, so defaulting to http://
• The URL you requested, included a redirect rule to https://aprilsmaple.com/ which we’ve followed
• CNAME configurations mean the DNS is not hosted by Cloudflare, but they can still use their proxy/caching systems for subdomains
aprilsmaple.com is using Cloudflare CDN/Proxy!
I would like to think so, but if Shopify are saying there is still an issue then there’s not much more we can do here.
When you email, you’ll get a reply saying you don’t have access to email support but we can escalate the ticket to get it looked at if you post the number here.
Great! Appreciate the help.
System tells me I’ve reached max daily posts so editing previous reply with ticket ID.
Ticket ID is 2310475.
THANKS @domjh - I see others in this community forum that have had the same issue - I’m pushing hard on Shopify to change their business processes since this seems to be a common problem. My company is a Shopify “Partner” and this is the first time we’ve ever had an issue that they didn’t help us resolve quickly. But this is a big one and is very frustrating.
@domjh - I was just able to resolve this issue. Apparently the old site was still loading because the domain name was still setup on WP Engine. Once I removed the domain from their system, it forced Cloudflare to reload info that pointed to Shopify. That allowed Shopify to complete the SSL setup and the new Shopify site now loads.
Thanks again for the escalation - please let them know to cancel and the ticket is now resolved.
Have you already got an email with a ticket ID that you can post here?