On Sunday the 3rd, customers in Nigeria (my major market) using the 2 major mobile carriers MTN and Airtel have been unable to access my website and a few other Shopify websites too. No one has been able to give an explanation or fix. I decided to day to try a new store, and it is working well. I am being told that I can’t transfer my subscription to the new store.. What do I do? I can’t abandon my annual payment over something that is not my fault. Can someone please help me? Either with a fix to the first store, or to transfer my subscription to the new store. TIA!
I am so glad someone else is saying this. I know of 2 other stores with the same issue. Support does not know what is going on, they keep giving me the run around, one person did say it has something to do with Cloudflare and asked me to call them… I don’t understand why I should call Cloudflare for a service I am paying Shopify for… The only way I found is to open another store, I did, and it is working, but now they are dillydallying on transferring my subscription to that one, so I am still stuck. Would you mind sharing your website details? I am trying to make a case with support who keep saying the issue is not from them. Apart from yours, I just found another site that is affected, making 5 now that I know of. Shopify need to move the stores to another server.
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We are having the same issue: bankekuku.com
It is super frustrating how Shopify is dancing around this problem… I am so disappointed. I found a work around, which is to open a new store, but I pay annually, and they are refusing to move my subscription to the new store, so I am still stuck as I can’t afford to let go if it, it should expire in December… Maybe you can try opening a new store and transferring your info to it. Do check first to be sure it works, as it depends on the server it is on which is the main issue.
Hi @ademide check this thread https://community.shopify.com/c/shopify-discussions/my-shopify-store-s-domain-not-opening-in-my-country-opens-in/m-p/2477267#M427113
you can reach out to the owner from their website.
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Hello Ademide
This is a quick temp fix . Unfortunately, it requires a little bit of technical knowledge.
If your domain is routed through Cloudflare, what you can do is set up a Redirect rule pointing from your shopify domain name to your shopify subdomain .
eg mystore.com → mystore.shopify.com
So when anyone goes to mystore.com ,they will be redirected and your store will still work .
Also, you have to log into your shopify admin and make mystore.shopify.om primary to stop it from redirecting to mystore.com
At least this will stop you from bleeding customers and revenue until we figure out why MTN and Co are crazy
Cheers
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Thank you so much, I will get to work on this right now. I am grateful.
Thank you so much. It is disappointing that @Shopify_77 is just ignoring the problem, why collect our money and not help when there is an issue that is crippling businesses?
Hi Ademide, have you redirected the URL? Is it working?
I’m having the same issues in Nigeria as well. Apart from opening a new store, any fix for this?
Hey folks! Thank you for sharing your feedback here about this issue you are having with customer’s visiting on certain internet providers from Nigeria. I don’t have any specific insight into this issue but I do want to make sure it is being properly investigated and all due diligence from our end is being done.
If you have an open ticket about this issue, please share your ticket number with me here. If you do not have a support ticket about this yet, please reach out to our authenticated chat support to report this issue. Feel free to also share a link to this community thread. Once done, please feel free to also share your new ticket number here as well.
It is important to note, that if the issue is stemming from specific internet service providers (ISP), sometimes what we are able to resolve is limited based on how much the ISP is willing to assist.
I do recommend contacting the affected internet service providers directly as well to find out why they are not allowing customers to visit your website on their internet connection.
Can you help us fix this issue ASAP or at least give us a temporary workaround.
My site has been offline since 6 days now and we have lost a lot of revenues
Ticket number: 46309231
Yes, and it is working.
Hello Shay,
I have found a temporary workaround, but it may not work in the long run. My ticket number is 46344783. I tried to open a new store, which would have worked, but got stuck when I could not move my subscription to it. (I am still waiting on the promised response from the finance guys) It still has 10 months left on it, I can’t abandon it, in all the support I have received on this has been very disappointing compared to the other times when I have had issues. For something this major, the response has been underwhelming, please help us fix this, businesses are bleeding.
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Hey, @Jeraz101 .
Thank you for following up with the ticket number.
It looks like your ticket is in the right place, and we’d recommend keeping an eye on your inbox for the next steps. It’s important to note that we’re unable to access merchant accounts via the Shopify Community, so we’d encourage getting in touch with our live support team if you’re still experiencing any issues with accessing your site.
If you’d like to get an update on your ticket, then please visit the Shopify Help Center and login to your account to connect with a Support advisor.
Is this problem still ongoing? I had to use a temp fix and Shopify is yet to respond.
It’s really upsetting because the temp fix isn’t good in the long run and displaying the whole shopify URL has security risks. Not to talk of if you’re using a platform like Google ads which directs customers to your original URL which will cause issues as it doesn’t accept redirects for ads.
How are we still on this for over two weeks?
I don’t think opening a new store will solve the issue as it’s shopify domains customers cannot access.
Let’s be frank. If this problem had occurred in Europe or North America, Shopify would likely have resolved it promptly. However, since it’s happening in Africa, often labeled as a third-world continent, why should we expect Shopify to prioritize fixing an issue that’s been persisting for over two weeks now, causing revenue loss? They gladly take our money but seem unwilling to address our concerns. It’s truly disappointing.
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Any news on this @Shay ? All my tickets were closed by Shopify, had a couple of tickets.