Paid for domain, but it is not available to me

[evno0244]

So I just yesterday purchased a domain using shopify. Everything seemed to go well, and I confirmed everything through my email. However, when I returned to the store it told me an error occurred in red text. There is another discussion with the exact problem, and it seemed to have been fixed by having someone from shopify support go into the back end. I commented under the post to see if she could help me as well, but I haven't received an answer yet. Here is proof of purchase: 

And here is what my domains screen looks like:

And if I try to search up my domain again, it says it is already in use by another website.

Please oh please help me.

[Helen · Accepted solution]

Hey, @evno0244! 

Welcome to the Community and thanks for reaching out about this. 

It sounds like your domain was unexpectedly disconnected from your account. Therefore, as the first step towards troubleshooting, please try adding it back by going to ‘Online Store > Domains > Connect existing domain’. 

Enter your purchased domain name in the box as seen below, and click Next to proceed with the connection.

This should now reconnect it to your account, and you’ll then see it listed on your Domains page in your Shopify admin. Please note, your domain may initially have a notification next to it saying ‘Setup in progress’ or ‘SSL pending’. These should resolve within 48 hours of re-establishing the connection.

Let me know how it goes!

[Helen · Accepted solution]

Hey, @evno0244! 

Welcome to the Community and thanks for reaching out about this. 

It sounds like your domain was unexpectedly disconnected from your account. Therefore, as the first step towards troubleshooting, please try adding it back by going to ‘Online Store > Domains > Connect existing domain’. 

Enter your purchased domain name in the box as seen below, and click Next to proceed with the connection.

This should now reconnect it to your account, and you’ll then see it listed on your Domains page in your Shopify admin. Please note, your domain may initially have a notification next to it saying ‘Setup in progress’ or ‘SSL pending’. These should resolve within 48 hours of re-establishing the connection.

Let me know how it goes!

[evno0244]

Ya so it says that a store with that domain name already exists. But as shown in my proof of purchase image, I should own that domain. I have a link to a discussion made by someone who seemed to have the same problem as me: https://community.shopify.com/c/Shopify-Discussion/Domain-paid-but-not-working/td-p/692650

[evno0244]

Sorry I forgot to add proof that this is the actual domain I purchased. Here is the email I received:

[evno0244]

@Helen 

[Helen]

Thanks for the additional information, @evno0244! 

I’d like to take a look at it from my end, and possibly loop in the Tech team if needed. Therefore, I am sending you an email in order to facilitate this; please reply at your earliest convenience and we can proceed with the next steps. 

[evno0244 · Accepted solution]

Just adding this for anyone who finds this discussion in the future, the issue was indeed fixed. I was informed that the domain name had been previously owned, which is what probably caused a weird glitch. So it seems that if you're having the same problem that I had, the only solution is to get a shopify employee to go in on the backend and fix it.

[voldi]

Click to expand...

I have the exact same problem as @evno0244 can you help me fix it ?

[bashirbb]

Good day Helen,

I have the exact same problem with my domain. i have purchased it since 16th March 2023 and it is not showing on my dashboard. Its showing that "A store with that domain name already exists.". I have attached the shopify receipt.

[Alinalaptsionak]

I have the same problem. I can't contact support, I don't know how to solve this!

[Ryanj97]

I'm also having the same problem. Have you managed to sort everything withnyou