Why can't I open my online store on any device?

[TysLorenzo]

jlljustlivinglife.com Hi, I just made a few ads on Instagram and Tiktok and I still have my link up in the video but I can't open my store from my phone or computer. It gives me an error message each time saying this site cant be reached. Even when I try to open it from Shopify. I've seen others have the same or similar problems and I would just like to know if it would be fixable and if you guys and girls can still see my store.

[Rick]

Hey there @TysLorenzo 

Welcome to the Shopify Community, thanks for reaching out.

I understand that you are experiencing some issues with your store not opening correctly and giving error messages. 

I checked the jlljustlivinglife.com domain myself and I can confirm that I am seeing the same thing - it doesn't load anything and returns an error of 'This site can’t be reached'.

When did this first start happening on your store? Also, do you have access to your Shopify admin, and can you see the domain listed there in the Settings > Domains section? It is possible that any issues with the domain will be mentioned here. It is also worth checking your emails for anything relating to this domain such as renewal notices or verification requests.

If this is a third party domain from a host external to Shopify, then I would recommend logging in to their website and making sure all looks OK with the domain and that it is not expired etc. We have a guide here that explains how third party domains are connected to Shopify, so you can also use that as a reference to double check that the DNS settings are correct.

If this is a Shopify bought domain, then it's important to note when the domain was purchased, and when the renewal date was. Is it possible that the domain simply expired and was never renewed? Or is it possible that you recently bought the domain, but never verified it? If it is a Shopify bought domain and you are unable to find out more information in your admin or email, then I would recommend reaching out to our support team using this link here. Here in the Shopify Community we cannot access store information, so contacting our team using the link above will be the quickest way to resolve issues with a Shopify bought domain.

In the meantime, if you have access to your Shopify admin you can change the primary domain to the .myshopify.com one, just so customers can still access your storefront while you work through this issue.

Any extra information you can provide here will be helpful for troubleshooting this further with you, as myself and other members of the community can only go off the information you provide here in your replies.