Good day,
We recently paid for the domain renewal and status is back to connected. However, we still can’t access it and the landing page just shows related links instead of the actual website. Do we have to reset DNS settings?
Hope to get an assistance on this. Thank you!
Hey, @HFM2021 ! Welcome to Shopify Community!
In order for a domain to be connected to Shopify and your store, it needs to have the following DNS Records:
A record: 23.227.38.65
CNAME record: shops.myshopify.com
If you have a Shopify domain, it should have these DNS records by default. However, it’s still worth checking that this is the case. You may check your domain’s DNS settings in your Shopify admin, and edit it accordingly (if necessary) by following the steps on this page. If it has the required DNS records and the issue is still happening, we’ll need to investigate your domain. You may visit https://bit.ly/3cJkx8V and log in to your account to create a support request.
If you have a third-party domain, you may contact your domain provider for assistance with checking and editing your domain. Please note that domain changes will take up to 48 hours to update, so the issue may still appear within that timeframe.
Thank you so much! Our website is working again and we’re already able to process orders. Highly appreciate the help.
That’s great, @HFM2021 ! I’m glad your website is back up. Thanks for the update! Should you have any other concerns, don’t hesitate to post on Shopify Community again.
Hey, @Furqan-marfani8 .
It’s likely that the domain may still be connected to another store. This typically happens when somebody else used to own the domain and didn’t renew it while it was still connected to their website, making it available for purchase. In order to find the store and remove the domain, the best course of action is to create a support ticket to request this. You can visit https://bit.ly/3cJkx8V and log in to your account to create a support request. Please try clearing your browser’s cookies and cache before you create a ticket as it may be causing an issue with reaching our live support.
After visiting the link and logging in, you’ll be prompted to enter the topic of your concern so we can connect you to the right articles and support team. Simply type in the topic, click Search then scroll down to the bottom of the page to click Continue under Get Support. You’ll then see the option to create a support ticket on the next page.
If you’re still unable to open a support ticket for live chat, please let me know what’s preventing you from doing so and if you’re encountering any error messages and I’ll help you out. Thanks!
