Problem with domain and Cloudflare Proxy

[OptoDesignAB]

Hi!

We noticed a few days ago that our website is down, showing this error message:

"SHOPIFY

This domain points to Shopify but isn't configured properly

If you are the owner of this store, please check the domain settings in your dashboard and follow the troubleshooting documentation." (see enclosed)

Then going into the admin settings, it says that the optodesign.se domain needs attention, and then:

"Your domain has a Cloudflare Proxy, which is not supported by Shopify

This can cause connection issues. We recommend you remove the proxy.

Note: DNS updates can require up to 48 hours to take effect." (see enclosed).

This makes us very confused since we have no idea what Cloudflare is and have never made an account there, so we don't understand how we're supposed to fix this issue or remove the proxy (whatever it even means)... especially when there is no real shopify support email/phone number to contact?

Can anyone help us with this?

Thank you so much in advance,

kind regards

Ella

Opto Design AB

[StudyStickers]

Hi Opto,

Literally had this same problem today - in the first instance I went via Shopify web-chat and told them I have a Cloudfare Proxy issue - they were able to resolve it for me on their end and its sorted now.

So I'd try them first. If not, you'll need to get in touch with whoever hosts your domain.

Hope that helps.

[OptoDesignAB]

Hi!

Thank you for your reply. However, how did you get the web-chat to help you with this and where did you find it? There is only an AI-based chat appearing for me so it can't help with our "personal account"...

[DrSp00kz]

The AI chat should give you the ability to rate its generated reply.  If you click the thumbs-down icon it should let you know that you can either refine your question or get in line with a support advisor.  I just replied "Connect me with a support advisor" to get a live person.

[onescales]

There are 2 common reasons:

1. If you have a cloudflare account, the DNS setting for A or CName record have proxy enabled. Just go in to DNS management and disable.

2. Your cloudflare account is banned or has a billing issue. Open a cloudflare ticket and ask them to fix

Sometimes your provider in the backend uses cloudflare so open a ticket with them as well

For full detail, i made a video explainer https://www.youtube.com/watch?v=g_KnEZaP2Us and article at https://onescales.com/blogs/main/solving-shopify-domain-cloudflare-proxy-issue