Customers are having issues with my Shopify Store Link

Technical Q&A

Topic summary

New Shopify store link intermittently fails for some visitors while working for others; the store owner cannot reproduce the issue and has purchased a custom domain. An image attachment shows what affected users see when clicking the link.

Latest update: A Shopify support member checked the domain’s public records and found no A record configured to point the domain to Shopify, meaning the site is not publicly reachable.

Key detail: An A record (DNS entry mapping a domain to an IPv4 address) must be set to Shopify’s IP 23.227.38.65 for the domain to resolve.

Recommended actions:

  • Open the domain’s DNS settings.
  • Create or update the A record to 23.227.38.65.
  • Refer to Shopify’s official domain documentation for steps.

Status: Unresolved pending DNS changes and propagation. Once the A record is correctly set, public access should be restored for all users unless further issues arise.

Summarized with AI on December 30. AI used: gpt-5.
2

Welcome to Shopify Community, @TZulu !

Thank you for sharing your question with our network. I took a look at the public records for your domain and I see that you do not have an A record set up to point to Shopify.

As such, your website still cannot be visited by the public and we recommend that you resolve that as soon as possible. To do so, locate the DNS settings of your domain and then point the A record to the Shopify IPv4 address 23.227.38.65. To read more about these DNS records, check out our official domain documentation.

I trust that will help,