I can’t access DNS settings on my domain. I bought the domain from shopify. When I interact with the AI helper it tells me that i need to log on to Tucows or Google domains (Squarespace) and when I point out it that I bought off shopify, it says - Oh yeah.
Anyway, my shop won’t connect to my domain mayotshirts.com. The original problem was that it wouldn’t connect to www.mayotshirts.com citing an SSL issue, though the url without the www was fine. It advised i delete both these custom domains and start again. Now none of them work.
When it advises to go to DNS settings to make changes, there is no button for DNS settings on either of the domains.
Also when I go to the shopify helpcentre and type in any query, there is literally no response at all from the bot.
Hoping a human from shopify sees this and can help with some backend investigation.
If the domain is purchased from Shopify then you’ll find the DNS settings in Settings > Domains but just incase if you’re unable to find the domain DNS settings then can you share your store URL and collaborator request code in my private messages and I can help you set it up!
That’s a deeply frustrating situation. Dealing with DNS is tricky enough without getting the runaround from support bots, and deleting/re-adding domains can unfortunately complicate the propagation process. Let’s break this down.
You’ve hit on a very common and confusing point of friction with Shopify-purchased domains. The reason you don’t see the “DNS settings” button is that when you buy a domain through Shopify, they are acting as a reseller for a company like Tucows. The domain isn’t natively hosted by Shopify in the same way your store is, so the standard DNS controls are intentionally hidden from that main interface. The AI bot doesn’t understand this nuance.
Here’s the professional approach to get this resolved:
First, Pause and Wait. Since you recently deleted and re-added the domains, the most important thing to do now is wait at least 24 hours. DNS changes are not instant; they need time to propagate across the internet. Making more changes now will only prolong the issue.
Verify DNS Records Externally. While we wait, we can check the domain’s status from the outside. I just used a public DNS checker on mayotshirts.com. It looks like the changes are still propagating and haven’t settled yet. This is normal.
The Correct Contact Point. After the 24-hour waiting period, if the domain still isn’t connected, the only team that can fix this is Shopify’s official support (via a live chat or callback, not the bot). You need to tell them specifically: “I need you to verify the DNS records for my Shopify-purchased domain, mayotshirts.com.” They have the backend access to Tucows to manage it for you.
This isn’t a problem you can fix from your end with the available buttons. It requires waiting for DNS propagation and then, if necessary, involving the specific support team that can manage these types of domains. It is solvable.
Thanks for this info - exactly what i needed to know. One of the issues I’ve had in the last 3/4 days trying to fix this is that I can’t access anyone at Shopify (a human) to engage with it. Messages on their help centre page are just left hanging, with no AI response that might eventually lead to a human interaction
