My shopper count has dropped inexplicably and I don’t understand why. A client sent me a problem today. I didn’t interfere with the store’s code at all. I’m trying to contact shopify but can’t. Hope anyone can help me fix this. My company is on the verge of bankruptcy because of it.
Hey, @trungdoanhong ! Welcome to Shopify Community!
There looks to be a problem with your domain. I looked it up using the public domain database, Who.is, and I see that it doesn’t have one of the required DNS records. This is likely what’s causing the issue. Your domain has the Shopify A record, but not the Shopify CNAME record. For your domain to be pointed to your Shopify store, it needs to have the following:
- A record: 23.227.38.65
- CNAME: shops.myshopify.com
To resolve the issue, please edit your DNS settings and add the Shopify CNAME record. If you have a Shopify-managed domain you may refer to this guide to edit the DNS settings. If you have a third-party domain, you may contact your domain provider’s support team for assistance. Please note that domain changes take up to 48 hours to update so you may not see the issue resolved right away.
If your website is still inaccessible 48 hours after updating your DNS settings, we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, 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 enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You’ll then see the option to create a support ticket on the next page.
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