Problem buying a new domain

[rish05]

Please help me i tried to buy a domain in shopify but i am getting the same problem even i edited my store information a couple of time already.

[Laboot_store]

Hi 

I purchased a domain from shopify and its been more than two weeks. i sent a couple of messages got a reply that i needed to approve the data sharing from tucows, did that, still didnt receive the domain. Basically i did everything, and its already paid in my billing history.

[Rae]

Hi, @Nooton and @Laboot_store. 

@Nooton, I understand the frustration caused by this process, and I appreciate you reaching out. I'm going to follow up with you via email to authenticate your account, and help look into your specific situation further. 

@Laboot_store, thanks for letting me know about the situation you're experiencing. In the 'Online Store > Domains' section of your Shopify admin, do you see a note that says 'Action required'? If so, you may see a yellow banner that's asking you to verify your email address. If you see this, please click the 'Resend email' button on the banner, and then verify your email address via the email sent to your inbox. You may also need to check your spam/junk email folder for this message. In the meantime though, have you received any other emails from Tucows regarding this?

I look forward to speaking with you both in more detail, and working towards a resolution. Talk soon! 

[Laboot_store]

Hi

Received one email "customize your data sharing preferences" thats it, one month without finding the solution to this, already got the email that the domain was purchased and will be renewed next year and when i enter the domains page there's nothing!. i need someone to solve this as soon as possible or ill have to demand refund for the one month that has passed without activity and no one having the solution to solve this.

[Laboot_store]

no action required,  when i press change primary domain the domain i purchased from shopify doesnt exists, and when i check my credit card statement in shopify, i see the domain charge. Not its been more than a month without finding the solution this is a disgrace.

[Rae]

Hi, @Laboot_store! 

I appreciate you following up with these details. I can see the impact this is having on your business, and I understand the urgency required to reach a resolution. 

I'm going to send you an email shortly to verify your account, and help locate the domain you purchased. Please make sure to reply directly back to my email once you receive it so that I can provide further assistance with this. 

Best, 

[Laboot_store]

Hi

I have replied to your email. Please i need this to be resolved as soon as possible.

Thanks

[Rae]

Hi, @Laboot_store! 

Thanks for following up. Let's continue our conversation via email so we can keep working towards a solution. 

Talk soon!

[kiaralopez]

Hello. I am very frustrated since I have tried in so many ways to buy a domain. I'll be leaving a screenshot. When I go to buy it, I get that I have to 'verify the address of the account'. I have done everything, and however you want it does not bring me a solution. I already paid for the page and I have not been able to put it to work for the public because of this situation, I have tried to find videos or whatever but nothing works for me. I hope they will solve me. Thanks. It's in spanish. 

  

[Rae · Accepted solution]

Hi, @kiaralopez! 

Thanks for joining this thread, and letting us know you're experiencing the same issue. I'm sorry for the frustration this has caused. 

We’ll need to access your account to help look into this further and reach a resolution. To get started with this, please visit our Help Center and log in to your account to create a support request. We'll be happy to continue helping out with this via live chat, email, or a callback, once we receive your request.

Since this is the best way to get this issue resolved, I've marked this reply as the solution. That way, if others visit this thread in the future, they'll know which steps to take to solve this on their end, too.

Thanks! 

[nappingpaws]

What was your fix? I am stuck too- anything you did different?

[Rae]

Hi, @nappingpaws!

Thank you for letting me know that you're also experiencing the same issue. 

Does the error just say 'Please try again', or does it provide more details? Feel free to share a screenshot of just this error message - ensuring your sensitive information isn't included - and I can certainly take a closer look. 

In the meantime though, it's also a good idea to check to make sure your phone number is correctly formatted under 'Settings > General' , including the proper dial/area code.

Another common error has to do with the way street names are formatted. For example, if your address contains 'Road', 'Avenue', or 'Boulevard' , make sure to spell these words out in full, rather than using abbreviated versions like 'Rd', 'Ave', or 'Blvd'. 

If this doesn't help resolve the issue, please let me know and I'll be glad to reach out to you via email to help troubleshoot this further. 

[nappingpaws]

Hi Rae,


Thanks, I solved my issue through an alternate method.

I would suggest fixing that issue as it -looks like a popular issue.seems
Maybe, issue in the flow logic. I have never spent so much time trying to
fix a small form, definitely an issue in that page.

Thanks for your response- appreciate it!

[Rae]

Hi, @nappingpaws!

Thanks for getting back to me with these details. 

I'm glad to hear that you solved this issue successfully. If you ended up purchasing this domain through Shopify, do you mind sharing what fixed the issue for you? That way, other Community members can see what troubleshooting steps to take if they're in the same position. 

In the meantime, I appreciate you sharing your feedback on the process of buying this domain. I understand your concerns, and I'll be sure to share your thoughts with our developers so that they're aware of the issues you had with the form. When our teams receive feedback like this, it helps us improve our platform and our processes, so this type of information is really valuable for us to receive. 

Thanks again for taking the time to share these details with us! 

[nappingpaws]

Hey Rae,

Glad to help. I purchased my domain off another domain provider and
followed the instructions to add an existing domain.

Was not happy that I had to spend more at the other provider, but I had no
choice - because buying the domain on Shopify seemed an impossible task at
the time and i needed to go live.

thanks- hope you guys fix that soon.

[Rae]

Hi, @nappingpaws!

Thank you for sharing this information. 

I'm sorry to hear that you ended up spending more on the domain at another provider. 

I understand this issue was time sensitive, so I wanted to mention that we do have a live Support team who is available 24/7 to help troubleshoot issues like this in real-time. They can be reached via this link. 

In the meantime though, I will certainly share your feedback with our teams. 

If I can assist further, please let me know! 

[Lysjaunes]

Help me i tried the alternative you suggested

[gerald74]

hi im having the same problem , ive been trying to buy a new domain but it keep saying edit your store information . ive tried like 10 times already 

[Rae]

Hi, @gerald74!

I can help look into this further. 

I'll send you an email in a few moments with some more information to help investigate the error message you're receiving. 

I look forward to discussing this with you soon! 

[Peyton-Leigh]

hello, 

i can’t seem to find a way to contact anyone. I’m getting the same issue with buying a second domain to replace my first one. I’ve done absolutely everything and I’m still getting an error message. 

could someone please help. 

kind regards 

 

[Rae]

Hi, @Peyton-Leigh! 

Thanks for jumping in. 

I really wish I could help further, but at this time, contacting our Support team directly via our Help Center is the best course of action to resolve this situation. As mentioned in my previous post, once we receive your request we can continue helping out with this via email, live chat, or through a callback. 

To help mitigate any confusion about how to resolve this issue, I'm going to lock this thread. That way, any new visitors to this post can refer to the above solution to resolve this on their end. 

Thanks for your understanding with this! 

[TomDool]

Hi all, 
I had the same problem and here is how I fixed it. 
When chatting with customer support, they told me the problem is that the system recognizes my phone number as a fax phone number. 

Here is the process: 

I removed the country code "+41" in the "store address" section (Settings > General).

Instead of: +41 79 *** ** **

I put: 079 *** ** **

Then hit "Save". 

Then open a Chrome incognito window (Ctrl+Shift+n) to avoid cache and cookies potential issues. 

Login to your shopify admin and proceed with the domain purchase

Hope this helps 🙂

Cheers

Tom

[Rae]

Hi, @TomDool! 

Thank you for reaching out in this thread and sharing the solution you found. 

It's correct that the format of the phone number in the 'Settings > General' section of the Shopify admin can sometimes trigger this error to appear - especially if a dial/area code is added to this phone number. Removing the area code like you did, and then purchasing the domain through an Incognito window is a great step to take to ensure the domain purchase works correctly. 

I appreciate you sharing this information with us here, as I'm sure this will help other Community members who are also encountering this issue. 

Cheers! 

[takariannie]

I'm facing the same issue to change store information

[Rae]

Hi, @takariannie and @piginablanket! 

Thank you both for reaching out. 

@takariannie, I'll email you shortly to help investigate this further and determine which store details need to be changed. 

@piginablanket, I appreciate you trying some of the troubleshooting I mentioned previously in this thread. Since this didn't resolve the issue you're facing, I'm happy to take a closer look. I'll send you an email to authenticate your account so I can lend a hand with the specific issue you're facing. 

Cheers,

[haziq1]

Hi, I have the same "edit store information" error, and may I know how to resolve this. Thank you.

[Rae]

Hi, @haziq1! 

No problem. I'll email you shortly to help look into this error in more detail, and ensure you can purchase a domain successfully. 

Thanks, 

[piginablanket]

Dude, you need to fix this instead of asking people to spell 'street' and 'road' properly. It's obviously not that, we have all tried it and it doesn't work. Fix the bug so we can buy a domain jeez

[gixsqualo]

help me i have the same problem

[Rae]

Hi, @gixsqualo! 

Thanks for reaching out about the error you're receiving. I'm glad to help look into this further. 

Can you please confirm exactly what the error says on your end? Feel free to share a screenshot of just the error message, without showing any of your personal details, and I can certainly take a closer look. 

In the meantime though, have you had a chance to confirm that your details are all properly formatted in the form? Some common reasons why an error might appear are: 

• Formatting issues with a phone number. In some cases, this can be tied to the dial code for the country being incorrect, or formatted differently than expected. To check if this is the case, please edit your phone number in the 'Settings > General' section of your admin, and ensure to include the correct dial code for your country. 
• The way the billing address is formatted. Please make sure that your address includes a number, and a street name that isn't abbreviated. For example, if you're using 'Road'  or Street', make sure to type these words in full, and not abbreviate them to 'Rd' or 'St'. 

Once I receive a screenshot and more details back from you, I'll be glad to provide more assistance! 

[Maame]

Hi Rae, I’ve been having the same problem with buying a domain, I’ve looked through and done everything you’ve suggested to others, however I am still receiving the “Please try again edit store information” pop up. What do I do?

[Rae]

Hi, @Maame! 

Thanks for joining this thread and letting me know. 

I'll send you an email soon so that we can look into this situation further, and determine what's causing this error to appear. 

Cheers! 

[HydRevo]

Hi, @Rae!

I have the same problem when I buy my domain. Can you help me ? 

Cheers!

[Rae]

Hi, @HydRevo! 

Of course. I'll follow up with you via email to gather some more information, and continue to lend a hand. 

Thanks! 

[Laboot_store]

Please try to solve my issue, many users are facing the same issue, the domain i purchased isn't available for purchase. This is not acceptable! I have attached all snapshots that you required and yet no one is responding!.

[Rae]

Hi, @Laboot_store! 

I understand the frustration this has caused, and the need to reach a resolution.

I've replied directly to you via email so that we can continue looking into this. Please follow up with me in that email thread so we can work towards a solution together. 

Thanks for your help!