Domain renewal failed

New Member
2 0 0

I'm getting emails on my domain renewal failing.  "We were not able to initiate the renewal of your domain.  Please ensure your billing information is up to date."

My credit card on file is still current, my address and all other billing info is the same. What's going on? Can someone at Shopify contact me to fix this please....


Shopify Staff
Shopify Staff
1685 179 490

Hey there, @frankiejean 


When it comes to account issues such as domain renewals it is best to reach out to Shopify Support directly as we do need to authenticate you as the owner of the account in order to take a look at your account. I will be reaching out to you directly via email to authenticate you as the owner of the account. I will need you to respond to my email so that I can look into this for you. 

In the future, to reach out to our support team please do visit the Help CentreWhen on the Help Centre page, you should see Support > Contact Support in the main menu or there's a Contact Shopify Support button near the end of the page. The Help Centre will try and suggest guides first to resolve your query, however, if none of these suit your needs then please keep clicking the Contact Shopify Support button at the end of the page instead. 

In some cases, Chrome extensions and cache can interfere with the Help Centre's login/authentication process and you might experience a "loop" when trying to contact our support. If this happens, I'd recommend clearing your cache or tlog out of your Help Centre account and access our support as a guest instead as shown in this short video. Our advisors can authenticate the account later if needed or our Facebook and Twitter support would be happy to help instead. You are welcome to contact us here on Twitter or here on Facebook.


Speak Soon,


Bo | Social Care @ Shopify 
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