I just transferred my domain that I bought from shopify to another shopify account and now its not working. Please tell me how I can fix this. It was working previously with other account, so im not sure what I did differently. It says its connected but the website isn’t visible.
Hello @Nicolem99 .
Thanks for getting in touch! Happy to help you troubleshoot this issue.
A domain transfer between two Shopify stores typically takes up to 24 hours, if that time has passed, and your website is still not visible then we will need to do some further digging. This may not work for pending, awaiting transfer, expired & failed domains. It may also be blocked if you have special characters in your contact info, but you would have been notified of such and prompted to update your contact info before trying to transfer again.
Just to clarify, did you make the domain transfer via your admin under settings > domains, there is a screenshot below to compare**.** If at all possible, can you share a screenshot of the domain settings in your admin?
Secondly, did you receive an email to your account owner email address with a link prompting you to sign in to the account to which the domain should be transferred to? Just to note, sometimes the account owner email may not be the same as the registrar settings for your domain. The account must be logged into from the link in this email otherwise it will not work. Upon login to the new account by the account owner, the domain transfer process will be completed. If all steps are correctly completed, then you should see a green confirmation banner that your domain is being transferred.
We also have a public help doc here that outlines the process in case anything was missed. Let me know if you still need some help on this! Aside from the above, how are things going on your store? Are there any business growth ideas that you require help with? I would love to help you out with some ideas!
Hello, thanks for getting back to me so quickly. I did go through the proper steps to transfer my domain to another Shopify store. I received the email that it was successful, but that was 20hours ago, not 24hours. So I hope the simple solution is that I’m just impatient and it will; start working in 4 hours. I was reading some of the other responses for this issue. Could it be the DNS settings?
Hi @Maz , its been 24 hours and my website still isn’t visible with the domain. How can I troubleshoot this problem and get this fixed?
Hi @Nicolem99 .
Thanks for your response and for the screenshot, you are so helpful!
It shouldn’t have anything to do with your DNS records as they follow the transferred domain from one shop to another. If the domain was purchased within the last 60 days or had any registrant details changed within that time, the domain cannot be transferred, has it been purchased or updated within that time frame perhaps?
As the 24 hours have now passed, we will need to take a look at your account closer and 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 our support portal here and log in to your account to create a support request. Our advisor teams will be able to take a closer look at the domain for you and diagnose the issue more effectively.
Since this is the next step, I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!
I am having the same issue, but I did purchase the domain through shopify once it was transferred from google domains a few weeks ago. Is that the issue and if so what is the best way to solve this issue? Thanks in advance.
Hey @hdglobal !
Thanks for connecting with us on this thread. Just so that I understand your query correctly, can you tell me if you are trying to transfer your domain from one Shopify store to another Shopify store?
Can you also advise if this domain is owned by Google or is it a Shopify bought domain? If you could confirm this information for me, the better that I can help. As well as that, please feel free to share the domain here in this thread so that I can troubleshoot this further!
Thanks so much for your response. I have transferred the domain from Google to Shopify and decided to purchase my domain through Shopify. My account currently says setup in progress action required. I believe it is something in the DNS records.
Domain is www.hdglobal.org
Hey @hdglobal !
Thanks for getting back to me and for providing me with the domain information!
Upon checking your domain: http://www.hdglobal.org/ via my own tool here I can see that the domain has been suspended, this is usually due to you not confirming your email in time (usually 15 days). Can you advise if you received an email to verify your domain?
If you missed it, you should be able to resend the verification email to yourself from your domains’ admin. If the admin is indicating Action Required for the domain, please proceed to the Manage section of the settings and let me know if you can see Resend Email - if so please click on that so that you will receive an email for verification of your domain.
If you don’t have the resend option under the Manage section of the domain, it might be an issue with the email address on file. You will need to adjust the email address under your
Registrar Information by clicking on edit to a different email address. Ideally, changing it to an email address that’s not associated with the custom domain itself. Let me know how that goes!
Thanks @Maz I just updated my email and verified domain. Do you know how long it will take before the setup process is complete?
Hi @hdglobal !
Ah, so happy to hear that, well done on getting the email verification sorted.
I can see that the domain is still not showing as active, so it looks like we have another issue here, as the domain is no longer suspended. I have gone ahead and done some deeper digging for you! From my findings, I can see that the DNSECC is turned on and this is what is causing the domain to remain inactive. In order to get your domain working and active, we will need to escalate this to our technical support team for you. The team will be able to switch off the DNSECC setting for you.
While I would love to be able to send you straight through to our technical team, we do not have access to accounts here in the public forums ourselves. Kindly head to our support portal here and type your query into the “ask about a topic” bar, then hit continue to support to access. In order to save you and your support advisors time, you can give them this summary of your issue: DNSECC is turned on and needs to be switched off in order to get the domain working.
Aside from the above, how is everything else on your store going? Let me know if anything needs clarifying, happy to help!
Thanks noted. My store has been doing well! Appreciate your help.
1 Like
I am having the same issue. Can someone please help me!!!
Hey, @Nicolem99 & @DealDash !
Thanks for joining the thread.
Can you both advise if these are Shopify Domains being transferred to another Shopify account as mentioned here?
Feel free to share the domain names here with me and I can check them with my internal tools to see what the status is.
Looking forward to your responses!