Why is my domain showing as 'Not connected' on my website settings?

Technical Q&A

Topic summary

A user’s domain shows as “Not connected” in Shopify settings after purchasing a custom email domain from GoDaddy. They’ve been unable to access DNS records needed to complete email setup.

Key Issues:

  • Domain verification window appears when trying to access the domain, but DNS record editing options are missing
  • GoDaddy support instructed adding their CNAME records to Shopify, but Shopify isn’t allowing these changes
  • User is confused about where to find DNS settings and how long verification takes

Recommended Solution:
To authenticate a third-party domain email in Shopify:

  • Go to Settings > Store details > Contact information > Sender email
  • Click “Fix this” then “Authenticate” to obtain CNAME records
  • Add these CNAME records in GoDaddy’s domain manager
  • Verification can take up to 48 hours
  • Ensure DNS records entered in GoDaddy match those provided in Shopify admin

Status: Unresolved. User was directed to contact Shopify Support directly via the Help Center for hands-on assistance with domain settings, as forum moderators cannot access admin panels.

Summarized with AI on November 23. AI used: claude-sonnet-4-5-20250929.
1

I have had my website for almost a year and it’s been working with no problem. Recently I wanted to change my email to contain my website’s name in it, so i purchased it from GoDaddy. I am still in setting it up, however there are a few things preventing me from completing it. I was told I need access the DNS records, but when I go to Settings>Domain it shows “Not connected”.

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When I click on “lamor.ca” as instructed by previous posts to find the DNS record or edit option this shows up

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How long does this verification take? And is this the correct place to find my DNS? I was on the phone with GoDaddy support and we both seemed confused as to why the domain did not have these options.

Also when i try to go to my website this window pops up:

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2

Hi, @Amanda111 .

Welcome to the Shopify Community.

To confirm, you purchased the email from GoDaddy and updated your store’s sender email address (your customer-facing email address.)

When updating the store’s sender email address and using a third-party domain, you need to verify your sender email address to ensure that your email message is delivered to your customers. To verify your sender email address, you’ll need to add CNAME records to your third-party domain to connect it to the Shopify SPF and DKIM records.

I’ll share the steps below to authenticate your domain and how to obtain the CNAME records.

  • From your Shopify admin, go to Settings.
  • Click Store details.
  • In the Contact information section, click Edit.
  • Click Fix this next to the Sender email field.
  • On the Sender email page, click Authenticate.
  • Follow the instructions to enter the new CNAME records into your third-party domain manager.
  • Changes can take up to 48 hours to complete. After your domain changes have taken effect, your domain status is Authenticated.
  • If the domain verification fails, then verify that the DNS records that you entered into your third-party domain provider match the records that were provided in your Shopify admin.

I’ll also share our Setting Up Your Email resource for more information.

Let us know if you have additional questions regarding the process.

3

I was told by GoDaddy’s upport team that i need to insert their CNAME records into Shoptify, but Shoptify isn’t allowing me to change the CNAME records.

4

This is really frustrating, does shopify have a phone number where i can speak to someone directly instead of waiting for a reply?

5

Thanks for your reply, @Amanda111 .

I can definitely understand the urgency to have this resolved. I encourage you to reach out to our support team via the Shopify Help Center so that a member of our team can take a look at your domain settings and guide you through the process. Through our community forums, we are unable to take a look at your Shopify admin/settings.

To help speed up the process, I’ll share the steps below to contact our support team.

How to contact Shopify Support:

  • Head over to the Shopify Help Center.
  • Log into your store.
  • Select Store settings > Domains > Connect a third-party domain from the topics provided.
  • Scroll down to the very bottom of the page to view our available contact options.