Problem with Some Shopify stores in Nigeria

Shopify Discussion
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Topic summary

Nigerian Shopify store owners using MTN and Airtel networks have been unable to access their websites since early January. The issue affects multiple stores and appears related to these ISPs blocking Shopify’s IP address 23.227.38.65.

Root Cause:

  • MTN and Airtel have blocked the specific Shopify IP address (23.227.38.65)
  • Affects stores with DNS A records pointing to this IP
  • Issue persists for over two weeks with limited official response

Working Solutions:

  1. Change A record to CNAME: Instead of pointing to Shopify’s IP (23.227.38.65), change DNS record type from A to CNAME and point to your-store.myshopify.com
  2. Update IP address: Change A record from 23.227.38.65 to 23.227.38.72
  3. Use Cloudflare: Route domain through Cloudflare’s free service with proxy enabled for better reliability

Merchant Frustrations:

  • Shopify support provided minimal assistance, often redirecting to ISPs or Cloudflare
  • Annual subscription holders cannot transfer plans to new stores
  • Significant revenue losses reported
  • Merchants express disappointment over perceived regional prioritization differences

Multiple users confirm the DNS/IP solutions work effectively across different domain registrars (Namecheap, WhoGoHost).

Summarized with AI on October 26. AI used: claude-sonnet-4-5-20250929.
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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.