Unable to access domain settings on Shopify-managed domain?

[lindsaygoff]

I am trying to create a custom email address with my Shopify-managed domain for customer-facing materials that will forward to my Gmail. Every documentation I come across is saying to access DNS records, but I'm unable to.

I cannot find where the Domain settings is, as mentioned here: https://help.shopify.com/en/manual/domains/email-forwarding-and-hosting/email-forwarding#add-an-spf-.... 

Looks like others are having this issue, as well. I commented in this thread, but haven't gotten an answer yet: https://community.shopify.com/c/shopify-discussions/domain-settings-button-not-showing-shopify/td-p/.... 

@Ren Looks like you were in the conversation above.

[Summer]

Hey, @Lindsaygoff!

I'd love to help you out and look into this issue you're encountering. This is definitely unexpected as you should be able to access the DNS records if your domain is managed by Shopify. I'll investigate and see what I can find so you can continue setting up email forwarding. For me to do so, I need a few details from you. Are you able to share your domain name, please? Also, can you share a screen recording of the domain page showing that you're unable to click the domain? If you're not comfortable with sharing a recording here, I may need you to create a support ticket so our support team can safely access your account and take a look. 

In the meantime, please try performing some local troubleshooting steps to rule out or confirm the possibility of this being a local issue. You can try the following steps and attempt to access your domain's DNS records after performing each step.

• Clear the cookies and cache of your browser. After this, completely reboot the browser.
• Try a different web browser, as well as an incognito window or private browsing window to rule out any browser issues.
  If you are still experiencing the error using incognito, confirm you have disabled browser extensions as these can change how the pages look.
• Ensure the web browser is up to date on the latest version.
• Try another device, such as another computer or mobile phone.
• Try another internet connection (switching to a cellular network on a phone rather than wifi, for example).
• Try the Shopify Mobile app
• Ensure you do not have any firewalls or pop-up blockers enabled on your device as these can interfere.

If the troubleshooting steps don't fix the issue, please respond with your domain and the screen recording and I'll start investigating! 

[lindsaygoff]

Hi Summer!

My domain is: miksbaby.com

I am trying to create the email: hello@miksbaby.com

Attached is a recording of what I am seeing. I can click into the domain, but am not seeing settings anywhere.

Thanks for your help!

[Summer]

Thanks, @Lindsaygoff! I tried to investigate and find information about the issue but I couldn't find any that tells us why this is happening and how to fix it. Since this is the case, it's best that we access your store and take a closer look so we can loop in our Technical Team about the issue if needed. Now, we’re not able to provide account-specific support via the Shopify Community at this time, but we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

After visiting the link and logging in, you'll be prompted to select the topic of your concern so we can connect you to the right articles and support team. Once you do, you'll be able to find the options for support below the help docs that are presented to you.

[Matt2811]

I cannot access my domain settings. Surely your company has sorted this problem out by now. What should I do? 

[Summer]

Hey, @Matt2811! Welcome to Shopify Community!

Could you please elaborate on the issue you're encountering involving your domain settings? What's preventing you from accessing it? Are you seeing an error message perhaps? Feel free to share any screenshots and additional details here so I have a better understanding of the issue and I'll help you out. Thanks!

[lindsaygoff]

For me it ended up being that my domain was connected to an old Shopify account. Shopify even had to reactivate that account for me to even access the domain settings. 

[ykvschwb]

Hi Summer,

I'm having a similar issue – I'm trying to access my domain settings to edit my TXT record. I've followed Shopify instructions to go to admin > domains > click on domain > couldn't find domain settings. I've cleared cache history, rebooted browser, tried incognito – still no 'domain settings.'

Please let me know if you can help fix this issue. It also seems that other users have had the same problem for several months now. 

[Summer]

Hey, @Ykvschwb! 

I'm sorry to hear you're also experiencing an issue with accessing your domain's DNS records. As suggested in the solution I shared above, it's best for our support team to access your store and investigate. I'd love to help, however, I'm unable to determine what the issue is as account-specific support isn't available on Shopify Community at this time. You can visit https://shopify.link/o71x to create a support ticket and you can refer to this post for a step-by-step guide on creating a support ticket.

[xil8or]

Hi, I am having the same issue as all these people, seems like a problem at your end that needs to be sorted out. Very frustrating!!