Why is my website not working but still charging me monthly?

Shopify Apps

Topic summary

Website owner reports that www.cottonmagic.shop is not working while monthly domain charges continue. No error details or timeline were provided.

Shopify support requested clarification to diagnose the issue:

  • What “not working” means (unreachable, errors, other behavior).
  • When the problem started (ongoing vs recent change).
  • Whether the store’s .myshopify.com address (the built‑in Shopify store URL) works correctly.
  • Where the custom domain was purchased (Shopify vs third‑party provider).

No troubleshooting steps or fixes have been taken yet. Outcome depends on the merchant’s answers to differentiate a domain/DNS issue from a store issue and to confirm the billing source.

Status: Open/ongoing; awaiting the merchant’s details to proceed.

Summarized with AI on January 9. AI used: gpt-5.
1

Hello

My website www.cottonmagic.shop is not working However app is continuously charging me the domain amount every month.

Please look into the same.

2

Hi, @Harshbhalla . I’m happy to look into this with you! I just have a few questions to make sure I fully understand and give you helpful advice going forward.

  • What do you mean when you say your website isn’t working? Are you unable to reach your website or is the issue something else?
  • When did this first start happening? Have you always had trouble with your website or is this a recent change?
  • If you visit your Shopify domain that ends in “.myshopify.com”, are you seeing the same issues or is it working correctly?
  • Did you purchase your domain from Shopify or a third party domain provider?

Once I have more information I can share more to help you out. Please let me know if you have any questions in the meantime!