My shopify store's domain not opening in my country, opens in european and north american countries

[IsaacWarike]

Hello everyone, good day.

I created a shopify store recently and also bought and linked a domain name from a third party provider. So far, the domain won't even connect when I try to visit the url (beststore24.com is the web address). I get the below error.

Unable to connect

An error occurred during a connection to beststore24.com.

• The site could be temporarily unavailable or too busy. Try again in a few moments.
• If you are unable to load any pages, check your computer’s network connection.
• If your computer or network is protected by a firewall or proxy, make sure that Firefox is permitted to access the web.

It's almost as if the domain name doesn't exist. But then I visit the same domain with a VPN connected to other countries like the US, Britain, Canada, Turkey and so on and it opens! I'm from Nigeria and it doesn't open in my country!

I've asked for help from both shopify and my domain registra and they both asked me to wait 48 hours, well it's past 48 hours now and still no progress.

I haven't found any help anywhere on what to do about this and my subscriptions to various services for this endeavour is running down.

Please Help Me. Thanks

[StephensWorld]

I can confirm that "beststore24.com" is now working (just tried going to that URL, and it does bring up the Shopify store). 

I can also confirm that your DNS records (A-record and CNAME record) are set correctly, so there should be no other issues moving forward. 

[AUST]

Hi @StephensWorld,

This issue is a general issue. My site neutriherbs.ng has been inaccessible from Nigeria without VPN since Monday.

The problem persists as I realize I can't access other Shopify websites from Nigeria.

I still cannot access even this beststore24.com from @IsaacWarike

 

I have cleared caches, cookies, and flushed DNS several times to no avail. I have even switched domains managed by other providers like Hostinger yet to no avail. I have my DNS records (A-record and CNAME record) set correctly.

The problem is that you cannot simulate this error from where you are even when you try to switch your IP to Nigeria.

Seeing someone else complaining about this only gives me relief. Because I have been getting this same response from the support team that nothing is wrong with my site for 4 days now.

Please, can the technical team look into this as this is seriously crippling our businesses? I am so frustrated and confused. I have lost a lot of revenue. My customers on Instagram are just complaining, they can't access my site.

Please, can you help escalate this issue? I know if this continues you will still be getting more complaints like this.

[twd]

Please, can the Shopify technical team look into this as this is seriously crippling our businesses?

[twd]

@AUST  is the issue sorted for you ?

[AUST]

No, it's not. back and forth with Shopify support they take over 12hrs to reply with nothing to show. I'm considering changing platforms from Shopify to something else

[AUST]

Hi all,

My site had long been restored as you can see neutriherbs.ng neutriherbs.com.ng.

[dcsnlag]

Hi,

Kindly share what you did to resolve it.

I have been a shopify customer for years and this issue is not new. It happens every once in a while without store owners even knowing. The last time it happened and stayed long was late 2022.

I see your store is working and opening fine. Kindly advise on what you did to resolve ot.

Cheers.

[Jeraz101]

Hey,

did you get to resolve your own issue? I am experiencing the same issue as well

[Mo81]

Hi pls can you share how you got your store working?

[Jeraz101]

Hey! 

we are experiencing this same issue in Nigeria atm. How did you manage to solve this issue? 

[Adebola]

Hello. How were you able to sort this, please?

[ChiomaAch]

Hi, how was yours restored? I'm facing the same issue. https://jacquelagos.com/ Its been five days.

[Mac]

Hi, @ChiomaAch.

We will need to access your account to gather more information. However, please note that we are unable to provide account-specific support through the Community Forums. But don't worry! We would be more than happy to continue assisting you through our Help Center. To access our live support, you can ask the Virtual Shopify Assistant to "contact support." It will guide you on the next steps to connect with a team member who can provide further assistance tailored to your account.

[abdullahbolaji]

Hello,

Please I'm having the same issue with my shopify not working in Nigeria. Kindly share how you were able to resolve yours. Thank you

[Dirk]

Hey, @abdullahbolaji! 

That does look strange. It looks like we'll need to access your account in order to resolve this issue. While we're not able to provide account-specific support via Community at this time, we'd be happy to continue assisting you through our available support channels. Please visit our help center and login for assistance. 

[abdullahbolaji]

I'm tired of visiting your help center. They just keep saying they'd inform the technical team. The crazy part is that after the chat with the support team, I get abandoned. This have been happening for 4 days straight now.

[abdullahbolaji]

My question is, since you people know it doesn't work in Nigeria, why make a joke out of us by asking us to subscribe, use days to setup an online store, purchased a domain name...all these efforts, money, and time wasted only to result to it not working in Nigeria?

As a Nigerian Shopify store owner, I can't even access my own website. I can only preview it when I login my account. 

This has been like this for 4 days now. It's not a device issue, it's not a network provider issue, it's not a clear cache issue, it's not the domain host issue...it's obviously a problem with Shopify according to what I'm seeing on the blog, and also according to what the support team communicated with me.

They keep admitting it's a fault from them, at the end of the day they abandon us after saying a technical staff will communicate with us via email.

[Shay]

Hey folks! I definitely understand your concerns here and how important it is to get your online store fully functional once again. For transparency, we believe this issue may be related to this Cloudflare outage: Undersea cable failures cause internet disruptions.

These issues are affecting internet connections from across Africa. We are in communication with Cloudflare to assist in resolving this issue, but it is not something that we are in control of. If you believe this issue is affecting your store, please connect with our authenticated support team so we can gather some important information about your internet connection and get you connected with our technical team for updates as they are available. 

[abdullahbolaji]

Hello everyone. I found a way to help with this.

Go to your domain host (in my case NAMECHEAP) switching your IP at your domain host to "23.227.38.72"

After I did this, my website is now accessible to all ISP in Nigeria and the whole world.

I hope this will help you guys as well.

BYE

[tope]

Thank you for this.

One of my clients just tried it and it worked.

[abdullahbolaji]

You are welcome. FOR NIGERIA 🙂

[dcsnlag]

If that works, that would be great! This problem is seasonal. It’s been on
for years.
I am moving to a new custom built platform soon.

Thanks.

[tope]

Yes, we have been experiencing this problem on and off for some years now, affecting sales and store performance but hopefully it can be fixed soon.

I wish you all the best with the new platform.

[abdullahbolaji]

I will appreciate if Shopify can please share this info to all the Nigerians going through this issue. Nigeria store owners are drained and exhausted cause of this issue. I really hope the solution I gave works for all.

Enjoy your day

[Ajay]

Thank you very much 

[ChiomaAch]

Hello Abdul. I pointed my domain from ipage to whogohost because my Wordpress hosting is with them. Now Im pointing from whogohost to shopify. Used the IP Address you dropped and its showing "Needs Attenion". Your assistance will be greatly appreciated.

[Maz]

Hi, @ChiomaAch!

When connecting a domain to Shopify, please follow the steps as outlined here in our help doc. Looking at your screenshot, it looks like the CNAME record is incorrect here. Please update the CNAME record as per the guidance here.

[Lezzieohwo]

I just tried this on my namecheap account. Hopefully it works, it hasn’t yet but I’m thinking it will take time to propagate so I will give it some time. Been experiencing this for over 3 months 

[Ajay]

Thanks for this. Can Shopify team make this information available to Nigerians. Most are struggling with this

[JustBOJ]

It seems to be a general issue. I am having the same issue with a website I am currently developing for a client, I can only access it through VPN which is not supposed to be.

[mikkys]

Pls JustBOJ how do I reach you. I will neeed ur help on my site. inbox me 

[ChiomaAch]

Hi, I'm facing the same issue. https://jacquelagos.com/ Its been five days.

[abdullahbolaji]

Hello StephensWorld

My shopify store acetog.store is also experiencing same issue for the past 4 days now.

This issue is a general issue. My site acetog.store has been inaccessible from Nigeria without VPN since it got connected to my shopify store.

The problem persists as I realize I can't access other Shopify websites from Nigeria.

I have cleared caches, cookies, and flushed DNS several times to no avail. I have even switched domains managed by other providers like Namecheap yet to no avail. I have my DNS records (A-record and CNAME record) set correctly.

The problem is that you cannot simulate this error from where you are even when you try to switch your IP to Nigeria.

Seeing someone else complaining about this only gives me relief. Because I have been getting this same response from the support team that nothing is wrong with my site for 4 days now.

Please, can the technical team look into this as this is seriously crippling our businesses? I am so frustrated and confused. I have lost a lot of revenue. My customers on Instagram are just complaining, they can't access my site.

Please, can you help escalate this issue? I know if this continues you will still be getting more complaints like this.

  

[knf01]

Hello, I've been facing this same issue with my web page for the past 3 months.  wearknf.com , people in other countries are able to open the page and also with a VPN, but the average Nigerian in my country is unable to open the page because the page isn't even loading.  Kindly help me investigate into this 

[ce3fe5-ae]

Hello, Am facing the same issue too but I just figured out sth this morning that worked for me ( Nigerian of course) I added "www" to the URL (www.mystorename.com) and it worked even  without a VPN ..  You can try it out too and let me know 

[twd]

Our store also thedivashop.ng is having issues only in Nigeria from Monday

@IsaacWarike did your issue get sorted and if so how did you sort it

[dcsnlag]

Hi Twd, 
What did you do to get yours resolved?

[Adebola]

I can see your site is back up now. Please share how you solved this.

[Imogen]

Hi there, @Adebola. Thank you for following up in the comments of this ongoing thread. If you'e experiencing issues with store accessibility, then please reach out to our Authenticated Support Team via our AI Assistant so we can get you authenticated, investigate this issue, and help you get it resolved.

[mikkys]

Hello Imogen,

I just built a new store and got my domain, but since I linked the new domain I have not been able to access my store. it's showing can't reach this page. I have engaged Shopify help center and could not get it resolved.

[Shay]

Hi @mikkys 

Can you share your store URL and the details about the error message you are seeing? I'm happy to troubleshoot this with you. 

You can also chat with our authenticated chat support through our Help Center for more real time troubleshooting. Just use the prompt "contact support" or "I still need help" in the AI chat window. 

[ChiomaAch]

Hi, how was yours restored? I'm facing the same issue. https://jacquelagos.com/ Its been five days.

[ChiomaAch]

Hi. I can see that yours is loading now. What did you do?

[tope]

It looks like your store is back.

[sccofield]

I am also having the same issues with my website. It's been a long back and forth with support and they don't seem to know what the issue is because its hard to replicate the issue if you are not in Nigeria.

My guess is that the recent ban of some crypto websites in Nigeria by the ISP has directed by NCC is the challenge. I feel one of the websites has a similar IP to shopifys server IP and thats why we are all affected. 

I have lost so many orders this period,  so  I am left with no other choice to migrate my website back to wordpress. Thank God I am a software developer so I don't have to pay for that. 

[uberMichael]

Hello Isaac

This is a quick temp fix . Unfortunately, it requires a little bit of technical knowledge. 

If your domain is routed through Cloudflare, what you can do is set up a Redirect rule pointing from your shopify domain name to your shopify subdomain . 

eg mystore.com -> mystore.shopify.com 

So when anyone goes to mystore.com ,they will be redirected and your store will still work . 

Also, you have to log into your shopify admin and make mystore.shopify.om primary to stop it from redirecting to mystore.com

At least this will stop you from bleeding customers and revenue until we figure out why MTN and Co are crazy 

Cheers

[ademide]

Thank you for this. I am working on it now. I am just really shocked that @Shopify would get multiple complaints regarding an issue that is crippling business for customers, and won't do anything about it.

[Jeraz101]

Hey!

did did you manage to resolve your own issue? 

[ademide]

Yes. I used the fix recommended in this thread, and it is working for now.