Can't buy a domain name - contact information provided is invalid

Shopify Discussion
1

For some reason my attempts to buy a domain keeps failing with the message “contact information provided is invalid”

2

Hi, @Erroldbr !

This is Rae from the Shopify team. I appreciate you reaching out about this, and I’m happy to help out.

Before we dive in to solving the error you’re receiving, I wanted to let you know that I removed the original screenshot you shared from your message, as it contained personal information and it’s important to us to help protect your privacy.

However, based on the error in that image, I believe the issue may be coming from the dial code in your phone number. With this in mind, I recommend double checking your country’s dial code to ensure it’s entered correctly before trying to purchase a domain again by following these steps. Please also make sure that if your country requires a period to be entered in after the dial code, that you’ve added this.

If this doesn’t help resolve things, and you’re still seeing the same error, just reply back to me here and I’ll be happy to help out with some next steps to get this resolved.

I hope to hear back from you about this soon!

3

Thanks Rae, I agree and I suspect it’s definitely something to do with the international dialing code for my country, when I click “buy” for the domain I selected the screen that pops up has my phone number under personal information in the following format +2.77663xxx70 , it should be +27 for South Africa without the full stop. I go to “edit address” and correct it but after it fails it again reverts to what it was before. Is there anywhere I can permanently edit my phone number before I even go into the buy domain section? What is the accepted way for entering the international dialing code, I know one can use +27 or 0027

4

Hi, @Erroldbr !

Thanks for getting back to me with this information.

I recommend adjusting your phone number directly in the ‘Settings > General’ section of your Shopify admin before trying to purchase the domain. Here, you can edit your phone number under the ‘Store address > Phone’ section.

It sounds like the full stop isn’t required in your phone number based on the dial code for South Africa, so please try entering your phone number in without the full stop when you’re following the above steps and making this edit.

Once you’ve edited your phone number under ‘Settings > General’, please try purchasing the domain again and keep me posted on how it goes.

5

Thanks Rae, I managed to get it sorted through Shopify support desk. Took a while and was escalated to technical support. Finally got it solved by entering the SA dial code, followed by a full stop and then the number as in +27.076xxxxxxx . Beats me why but this did the trick. Shopify should seriously put guidelines somewhere on how to correctly enter contact details.

6

Hi, @erroldb !

Thanks for letting me know. I’m glad you were able to speak with our team to get this resolved.

I appreciate you sharing this feedback with me, and I’ll absolutely pass your thoughts and idea along to our team for further review on our end.

Please let me know if you need assistance with anything else!

7

Hi,

I got the exact same problem and can’t get this fixed. I only see store details under my setting (the only place where I can adjust these items). PLease advice.

Kind regards,