Why isn't my website loading despite domain renewal?

Technical Q&A
1

Hi,

my Shopify page is not loading, tried on different device it says my domain is not connected even though I bought through Shopify and I renewed it not long ago.

Please can someone help me

Jennifer

2 Likes
2

Hello,

Thanks for your prompt reply.

Attached is a picture of the domain page, the status is ‘Not Connected’. The domain was purchased via Shopify last year, and no manual changes have been made to any settings including DNS. The odd thing is I don’t even see an option to manage DNS settings of this domain - and the provider is Tucow (not sure if this is a subsidiary domain service from Shopify)

Also note that the domain you see in the attached pictures is ALSO appearing in the Settings → Domain page under Third Party Domains which doesn’t really make sense to me.

Your help is very much appreciated, thank you.

Note, images didn’t upload so here is a link https://ibb.co/5sMkdqt

3

Hi @Jennifer42 ,

I’d like to understand your specific issue a little more. As I understand it, you bought a domain from Shopify over a year ago which you renewed, and yet you’re receiving an error that says your domain is not connected.

I can see from your response to @nishanttbi that you did not make any changes to the domain DNS, so can I ask:

  • Was this the first domain you bought for your store through Shopify?
  • Did you set your domain to automatically renew or did you renew it manually? If manually, through what process?
  • Is the credit card you used to purchase the domain and your store subscription still valid?

I look forward to hearing from you!

4

Hello,

Please find below the answer to your questions :

  • Was this the first domain you bought for your store through Shopify?

YES

  • Did you set your domain to automatically renew or did you renew it manually? If manually, through what process?

I didn’t know there was the option of automatically renew. I was late to renew it.

  • Is the credit card you used to purchase the domain and your store subscription still valid?

Yes all are still valid. The store subscription payment just passed 2 days ago

5

Ok, thanks for this context @Jennifer42 !

Yes, as you may have seen from the links I sent in my previous response, it is possible (and advised) that you set your domain to automatically renew in order to prevent disruption to your website.

If you did not do that, and your domain was not renewed, there is still a redemption period within which you can reclaim that domain. You will need to contact our support directly to do so through Shopify’s help center.

I hope this information helps! Let me know if you have any further questions.