Domain paid but still pending renewal

Shopify Discussion
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Topic summary

A Shopify store owner faces an urgent domain renewal issue despite having auto-renew enabled and payment processed on April 24th.

Current Status:

  • Domain shows as unpaid and scheduled for deregistration on May 2nd
  • Payment confirmed received but stuck in “pending” status
  • Issue escalated to billing department multiple times on April 30th and May 1st

Business Impact:

  • Online-only business in South Africa requiring 24/7 store access
  • Risk of losing store access if not resolved before cutoff time tomorrow

Actions Taken:

  • Contacted support 3+ times with escalations marked urgent
  • Payment verification confirmed by support team

Resolution Status: Unresolved and time-critical. The owner is seeking community or direct billing department intervention to prevent domain deregistration before the May 2nd deadline. One community member suggested maintaining close support contact and requesting temporary domain security measures while billing processes the payment.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

Hi guys , i hope someone here can assist with this urgent matter :cry: .

My domain auto renew is always on , never had issues until now .

Renew was on , payment was paid on the 24th , but website still shows that website domain renew must be before 30 April ( Its the 1st of May today ) my domain is also scheduled for de registration the 2dn of May ( Tomorrow)

What i did

I spoke to support on the 30th because this was worrying me .

Support said i shouldn’t stress because they can see payment went off .

Spoke to support today 1st May ( because it still has not updated on shopify ) and a domain search shows deregulation and pending payment)

Support did some digging and fount out that payment has been received, but shows pending and they have escalate it to billing department.

I have since spoken to support 2 more times today ( 3x ) and all have escalate and marked as urgent .

So for shopify support (you guys are awesome and i have no issue with shopify and your support always sort thing out ) 10/10 !!!

My issue is , the escalating can take some time , and we are a small online only business in South africa ! We need our store to be active 24/7 ! I have this feeling that it will not be sorted before the cut off day and time !! And that we will loose access to our store ! What happens after that im not sure and how long will it be before we online again ! This is frustrating and stressing me out !

Is there anyone , from the community or support that can look into this ? Assist with billing department to fix this before the cut off time ?

I know support is super busy , millions of clients use shopify and im not the only 1 with issues , but we need our store online ! Please someone HELP .

2

Hey, I totally get why you’re stressed — this is super time-sensitive, especially for an online-only business. Honestly, you’ve done the right thing by escalating it multiple times. I’d suggest keeping close contact with support today and maybe even ask if there’s a way to temporarily secure the domain while billing clears things up. Fingers crossed they push this through before the cutoff! Hang in there!

3

Appreciate the support !! Will keep you guys updated

4

wait for some days

5

We have been waiting for some days since the 24th … my domain time is up tomorrow! When that happens our online store goes off