Hi! I missed my bill, paid it immediately (like within the hour), and it seems my store is still frozen? I spoke to an agent, and it seems the error was in my domain, it got disconnected when my payment declined. They said this can happen while they’re retrying payments. I’ve reconnected my domain and checked my DNS settings through godaddy but it seems like everything is okay. The domain in shopify doesn’t say neither connected, nor disconnected. When you visit my website it asks for a password, still with my theme, but it’s appearing to take customers to mystorename.my shopify.com vs my store name.com - however the proper url mystorename.com is still displayed. Can anyone help me with this? I would love to get this fixed before Monday. Also I have password protection turned off on my site of course but it doesn’t seem to be taking affect or updating. My agent also said it may take 48 hours for dns to update, but it’s been just about 50 so I’m starting to grow concerned. Thank you!
Hello @Billie26125 ,
Greetings! I am Gina from the flareAI app helping Shopify merchants get $6Million+ in sales from Google Search, on autopilot.
It appears that your Shopify store’s domain got disconnected when your payment was declined. Although you’ve made the payment and it should have automatically reconnected the domain, there still seems to be an issue with the DNS settings.
-
Although you mentioned already checking your DNS settings through GoDaddy, it’s advisable to double-check them to ensure proper configuration. Confirm that your domain correctly points to Shopify’s servers by reviewing the DNS records in your GoDaddy account. If needed, you can seek assistance from GoDaddy’s support.
-
Cached information can sometimes hinder the application of updated settings. Clearing your browser cache will ensure that you see the most recent changes. You can usually find this option in your web browser’s settings or preferences.
-
Flush the DNS cache on your computer and your router. This will clear out any old DNS records that may be causing the problem.
-
Access your Shopify admin panel, go to “Online Store” > “Domains,” and ensure that your custom domain is appropriately connected. If it shows as connected, you can try disconnecting and reconnecting it to refresh the settings.
-
Ensure that password protection is turned off for your Shopify store. Go to your admin panel, navigate to “Online Store” > “Preferences,” and verify that the password protection feature is disabled.
-
If you’ve attempted the above steps and the problem persists, it’s best to contact Shopify’s support team once more. Provide them with a detailed explanation of the steps you’ve taken and the current status of your store.
Let me know if you have any questions.
Gina
Hey, [email removed]Billie26125! Welcome to Shopify Community!
I understand you previously encountered an issue with your billing and now you’re encountering a problem with your domain. I’d love to look into this for you!
Thanks for the screenshot you shared of your website. I had a look at it, and I noticed a menu above the message that says the content is password-protected. Does that look like the menu on your website? If so, it appears that your domain is working since it pulled up your store, and it’s the password that’s preventing visitors from viewing the content of the website.
Disabling the password-protected page in your admin isn’t the solution to the issue as it doesn’t look like the built-in Shopify password-protected page. Could you have enabled the password via an app? Or was it implemented through code? If it was an app, the password needs to be disabled through it or you can contact the app developer for assistance. If it was added through code, the developer who added it will need to disable it, or you can hire a Shopify Expert to help.
Now, regarding the redirection to the .myshopify.com domain, if your custom domain is set as primary, it shouldn’t be redirecting customers away from it. Could you please ensure your custom domain is the primary domain by following the steps on this page? If the problem persists, feel free to share your domain here and I’ll investigate.
How’s your business doing so far?