Accessing dns records once hosting plan has been cancelled

[Unbxd]

Hi, a client of ours had a shopify site with you and purchased their domain through you. They now have a new website hosted with us and we have redirected their domain there. Now their site is live, they cancelled their hosting with you but still have the domain with you. How do I access the dns records of this domain since I can't go to settings->domains since they don't have hosting.

[Imogen]

Hey there, @Unbxd. Thanks for jumping into the Shopify Community and asking about this domain situation for your client. It's good to meet you!

If a domain is purchased directly through Shopify, all of it's DNS settings and related settings and accessible within the Shopify Admin. If someone is planning on cancelling their subscription, it's important that they transfer their domain to a new host, because once someone stops paying their subscription, and they don't have access to their admin, they won't be able to access their domain's DNS settings.

In a situation where the subscription has been cancelled, and you need to access your domain, you have two options you can make your client aware of:

• Have your client renew their subscription
  OR
• Have your client reach out to our Live Support Team so they can let our Support Team know about the situation. They may be able to lend some assistance with helping them access their domain settings for that older store.

I hope you find this information helpful! Let me know if you have any questions!

[Unbxd]

Hi Imogen,

Thanks for the information. When I re-enabled the clients hosting plan to access the admin domain area, the clients domain wasn't listed.

Process we did

- update A-records to point to out hosting

- site live and working

- client deactivated their store

- we now need to add C-Name records to their dns but can't access it.

- when I reactivate the store, only the default domain could be found

Really not sure what to do anymore. Please can you let me know my best cause of action moving forward

Many Thanks

Unbxd

[Imogen]

Hey again, @Unbxd. Thanks for following up with me!

If you were able to get access to the account, and the domain wasn't present in the domain settings, then that suggests that specific domain isn't attached to that store anymore. If the client doesn't remember transfering the domain, then perhaps their ownership of the domain expired?

In order to pinpoint where this domain may have gone off to, you'll want to get your client in connection with our Authenticated Live Support Team using this link. They'll be able to access the back-end of the shop, look up if and what domains were connected to the store, and determine if the ownership had expired, or if something else had happened.