My own domain does not open my shop

Your own domain opens your shop only after the TXT record proves it is yours, its DNS points to us and the secure certificate is made, and only while your paid package includes it. Most problems are a missing TXT record, a wrong or missing DNS record, DNS that has not spread yet, or Cloudflare's orange cloud. Your free address keeps working the whole time.

Where to find it

Admin › Online store › Store design › Custom domain (স্টোর ডিজাইন › নিজের ডোমেইন). The page is called Your domain. It shows your domain's status, where it points now, and the records to add.

Only the store owner (Super Admin) can use it: its tick, Website keys, domain & tracking (owner), does not open it for staff, not even for an Admin.

What the status means

What to check, most common first

1. The TXT record is missing. Add the TXT record shown on the page (name _ecap-verify. plus your domain, value starting with ecap-verify=). Until it is found, visitors to your domain see "This domain is not connected yet". Some DNS panels want only _ecap-verify as the name. A domain not proven within 7 days of adding it is removed by itself; if it has disappeared from the page, add it again and use the new TXT value.
2. The DNS records are wrong or missing. At the company you bought the domain from, add an A record for @ and an A record for www, both with the IP address shown on the page. Delete any other A or CNAME record for @ and www first. Do not point www to your free address with a CNAME: that address runs through Cloudflare, and www would never open. The line "… now points to:" on the page shows what the domain points to today.
3. DNS has not spread yet. Changes take from a few minutes up to a few hours. Press Check now. The panel also looks again by itself every 10 minutes.
4. Cloudflare's orange cloud is on. Behind the orange cloud, your domain shows Cloudflare's address instead of ours, so it stays on Waiting for DNS. Set both records to DNS only (grey cloud) until the status shows Working (https).
5. The certificate failed. Check the records again, then press Check now. If you do nothing, the panel tries again by itself after about 6 hours.
6. Your package does not include an own domain. "Your own domain is not available on the free package…" means you are on Start Free, where an own domain cannot be used, not even during the trial. Choose a paid package in Admin › Administration › Settings › Package & billing. (A domain bought on the Buy a domain box of the same page works on every package.)
7. Your paid package has ended. 3 days after the end date your own domain pauses: it shows "This shop's own domain is paused", and the domain page says paused. Your free address, the admin panel and package payments keep working. Renew in Package & billing and the domain comes back by itself.
8. A typo in the domain. Press Remove under that domain, then add the right one. A store can have up to 10 own domains; each is added with and without www.

If the whole shop shows "This shop is closed for now" on every address, including the free one, the domain is fine: the store is on hold. See My store is on hold.

Good to know

• Once the TXT record is found and DNS is right, the certificate is made within about 10 minutes.
• Write just the domain, for example rangdhanufashion.com. "https://" and "www." are removed for you.
• Links in the admin, such as webhook addresses, use the address you opened the admin with.

When to ask the team

Ask in our Facebook group, or press Give Feedback at the bottom of the page, if:

• the page says "That domain is already used by another store." for a domain you own;
• the IP address shows "the server IP — ask support";
• the status stays on Certificate failed a day after the records were right.

Add your domain and a screenshot of the page.

Related

• How do I choose my store's web address?
• How do I make www work on my own domain?
• My store is on hold (suspended): what does it mean?
• Where can I get help from the eCommerce Autopilot team?