Hi,
This is Zuhair from ZuhairPlus..
I have recently paid for the basic plan for my shopify store and it shows me that the store is active, but in the other side all I see is that costumers cant access the website and it gets the page where it asks to login with a password, even after I paid for the basic plan.
I really hope you can help me solve this out as soon as possible.
Regards,
Zuhair
Hi, @ZuhairPlus . Welcome to the Community!
It sounds to me like you have a password page enabled on your storefront. If this is the case, you can remove it by going to ‘Online Store > Preferences’ in your admin. Scroll down to the Password protection section and uncheck the Enable password box, as seen below, to make your store live.
I hope this helps. However, if I’ve misunderstood, please take a look at the FAQ: Why is my store unavailable? for your next steps.
Please let me know if you need any further assistance.
Hello Helen,
Thanks for replying to me, but i have removed the password page when I paid for the basic plan and at the moment there is no password page at my website.
Hope you can help me Helen.
Sincere Regards,
Zuhair
I’m happy to help look further into this with you, @ZuhairPlus !
Please tell me more about what you are experiencing so that I have a better idea of how we should go about troubleshooting it. For example, what exactly are your customers seeing on the screen when they go to your website? Please provide a screenshot if you can, as well as the domain name of your store so that I can take a look at the customer’s perspective from my end as well.
Thanks!
I am really pleased to see you helping me Ms. Helen,
My website link is (www.zuhair-plus.myshopify.com) and i have linked it to the domain (www.zuhairplus.com). What people whom I have sent the link (www.zuhairplus.com)) got this screen
While on the other side the people whom I sent to them this link (www.zuhair-plus.myshopify.com)) was able to access my store directly. I have bought my domain from HOSTINGER and linked it to Shopify and everything is displayed fine
Hi again, @ZuhairPlus ! Thanks for your reply and for providing screenshots; I’m happy to help work through this with you.
The message about connecting your domain generally occurs when a third party domain has not been fully set up and connected to a Shopify account. But from your screenshot I can see that it does look like your domain is properly connected now. Therefore, I wonder if it was just a timing issue, where your customers were trying to visit your storefront via your custom domain name prior to it finishing the connection and propagation.
I am able to access www.zuhairplus.com just fine from my side, as seen below:
Have there been any very recent reports from your customers that they have been seeing that message? For example, has anyone reported it to you today? Do you also currently see the screen prompting you to finish connecting your domain from your end when you type in your domain name?
Hi again Ms. @Helen , Thank you for replying and helping me throughout this,
The screenshots I have sent have been reported today at early morning, and I have gotten another report before 2 hours ago that a costumer didn’t get directed to the store when he typed (www.zuhairplus.com) directly, after contacting him I asked him to try to type this link (www.zuhair-plus.myshopify.com) , and he replied to me that he was able to access the store page. After that I asked the costumer if he can try and close the browser and re-type (www.zuhairplus.com) and at that moment he accessed the store directly without any problems seen.
As I have understood from his case, it was seen that when a costumer try’s to type (www.zuhairplus.com) he gets that error page , but if the costumer types (www.zuhair-plus.myshopify.com) he can access the store. And then after that he can access the website through typing the link (www.zuhairplus.com) directly anytime after.
I really wish that you understood me here, and I really apologies because I am not a native English speaker. And I really thank you again Ms. @Helen For helping me throughout this problem.
Sincere Regards,
Zuhair.
Hey, @ZuhairPlus ! I do understand what you’re trying to say; Thank you for the additional information.
There may be a chance that what your customer is experiencing is a local issue. Therefore, I recommend suggesting to them to clear the cache on their browser, to see if that helps at all. Additionally, I’d like to look a little bit more closely at your domain setup, because there appears to be some propagation issues with the subdomain according to DNS Checker.
Could you please tell me if you added your root domain (zuhairplus.com) to your Shopify account when you were connecting your third party domain? Or did you add the subdomain only (www.zuhairplus.com)?
You will need to have set up your root domain through the DNS Settings in your HOSTINGER account following these steps, and then added just your root domain (zuhairplus.com) to your Shopify admin. After doing this, you will see both the root domain and the subdomain listed in ‘Online Store > Domains’, and you can choose to change your primary domain to www.zuhairplus.com as it is now, if you wish. If you do have to adjust DNS settings, and reconnect a root domain, please allow for up to 48 hours for the changes to take effect.
Let me know if this helps or not, and we’ll go from there.
Hi again Ms. @Helen , I really thank you again for replying to me and helping me to fix this problem,
I have just disconnected the Domain from both the Shopify domain settings and from Hostinger , and reconnected the Domain again. Hopefully it goes great this time.
I will reply back with further updates and news.
Thanks again Ms. @Helen ,
Regards,
Zuhair
My pleasure, @ZuhairPlus ! I’ll keep an eye out for your update.
my website launches tonight and im not able to creat a website because it keeps closing it and saying unnavailble
Hi again Ms. @Helen ,
Today I came to say that the problem is solved right now and its all fine at the moment. I really want to thank you so much Ms. @Helen and the Shopify Help Center for helping me fix this problem.
The problem was that the domain was connected but there was somethings wrong between Shopify and Hostinger , and it was fixed by reconnecting it again and following these steps from here ( connecting your third party domain ).
Regards,
Zuhair
That’s great to hear, @ZuhairPlus ! Thank you for the update; I’m glad we were able to get this sorted out for you.
Hey, @kingston21 . Welcome to the Community. Thanks for reaching out about this; It sounds quite frustrating!
Did you have a chance to look at the Community FAQ: Why is my store unavailable? that I mentioned earlier in this thread? It goes over the reasons this may be occurring, and how to correct it.
However, if you are unable to resolve it via that document, then we’ll gladly look further into it for you. Please visit the Help Center and log in to your account to create a support request.
Thanks!
