Transferring Squarespace Domain Name to Shopify

[rholl05]

Hi All,

I am having some trouble, and after spending hour with Squarespace online support and Shopify online support, I decided to give the forums a try.

In squarespace my site is unlocked, and I received the authorization code which I entered in Shopify.  Everytime I do this I receive a transfer fail notice - with no reason as to why it failed. I am outside of the 60 day window, so I know that is not the problem.  Before the 60 days, I had my site pointing to Shopify, so I deleted all of that and deleted the DNS entires, still no luck.  

Any ideas on what could be happening? My site is now completely offline.

[Katy]

Hi, @rholl05 !

Katy here from Shopify. I hope all is well with you, and I am very sorry to hear about your situation. 

Usually when transferring a domain from another host to Shopify, provided that you have waited beyond the 60 day period and have access to the authorization code, as you mention, this should be sufficient to begin the transfer process. We have information on this here as a reference.

Should the process fail for any reason, the reasoning for this should be sent to you via email. Would you be able to check in your spam folder to see if this notification had arrived in there by mistake?

There will be multiple emails sent to you throughout the transfer process, so it is important to keep track of these. Although each may vary slightly depending on your initial provider, they should include: transfer initiation, authentication and billing confirmation. If you are not receiving emails, do please let me know and we can help to guide you in cancelling the transfer so that you may correct the information, and begin the process again.

Usually domain transfers can take anywhere between 7 - 10 days for a successful transfer, while in cases where it has not been successful, this can take up to 20 days for the notice of failure.

Some possible reasons for failure can include:

•  If your domain is a Top Level Domain. Only certain TLDs are supported by our system at this time.
•  If your authorization code has some non-alpha-numeric characters. In this case you would need to touch base with your initial provider to request a new code, without special characters.

With all this being said, you should however have access to your domain during the transfer period. I understand you had changed where your domain points to, but I would urge you to check on this with your current host so as to prevent any downtime on your store. If for whatever reason they cannot support your domain records during this transfer period, you are welcome to use your default .myshopify.com domain, to at least ensure that your store remains up and running.

Do please keep me updated after checking on the above info. If this has not since been resolved for you, could you please then let me know your store name here and we can look into this that bit further? Or if you could share your ticket number from when you had chatted to our support team, I can dig into this after verifying your email. I am concerned to hear that your store is offline, and would love to help in any way that I can.

Cheers,
Katy