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JayneC_SQSP

Squarespace Employee
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Posts posted by JayneC_SQSP

  1. Hi @IH-Teresa, thank you for posting here.

    Typically, an email hosting platform only requires MX records to rout emails using your domain. Adding SPF and DKIM records can also help improve deliverability for your custom email address(es). This guide has more detailed information:

    DNS records for email

    If you're not sure which DNS records you should add, or if you've added all required DNS records and still can't send or receive emails, I recommend contacting your email provider for additional troubleshooting help.

    For additional questions or concerns, and for anyone else encountering this issue, please contact our Customer Support team directly, here:

    https://support.squarespace.com/hc/requests/new#choose-topic

  2. Hi @TheVu and @Emoreno, thank you for posting here.

    If you're not able to verify changes to your domain's contact email address, please contact our Customer Support team directly. We'll be happy to assist. You can reach us here:

    https://support.squarespace.com/hc/requests/new#choose-topic

    For Google Workspace, by default, all accounts are set to auto-renew monthly or annually, depending on your account. If we can’t authorize the auto-renewal charge after 14 days, your Google Workspace account is suspended. After 40 days of suspension, your Google Workspace account is cancelled completely.

    To recover your email inbox and prevent your account from being cancelled, follow the steps in our guide to reactivate Google Workspace:

    Google Workspace pricing, billing, and invoices - Reactivate a suspended account 

  3. Hi @Kurido, thank you for posting here. We appreciate your honest feedback, and I'm happy to share that you can now extend the registration term for your domain to the maximum term for the TLD. To see if your domain’s registration term can be extended, go to the domains dashboard and click your domain:

    https://account.squarespace.com/domains 

    If the term can be extended, you'll see the option Add years. Follow the steps here to complete the process: 

    Adding years to your domain registration 

    If the domain is already registered for its maximum term, the option to add more years won’t be available in your dashboard. Visit our guide to review the maximum registration terms for available TLDs:

    Available TLDs 

    Feel free to contact our Customer Support team with any questions or concerns you may have:

    https://support.squarespace.com/hc/requests/new#choose-topic

  4. Hi @doobu, thank you for posting here.

    We understand your concern and take account security seriously. For transparency with our customers, we published an incident report on July 18. It includes:

    • A detailed summary of the domain hijacking incident, including the types of targeted domains and other technical specifics
    • A timeline of steps we took to resolve the issue and help customers restore secure access to their accounts
    • Steps we’re continuing to take to strengthen account security

    You can read the full update here:

    https://status.squarespace.com/incidents/cw2wf55bps15

    The information in the page above is all we’ll share at this time.

  5. Hi everyone, thank you for posting here.

    Enabling DNSSEC can caused delayed DNS propagation at times. If you notice that changes to your domain's DNS haven't propagated after 72 hours have passed, you can disable DNSSEC as a troubleshooting step. This is done in the domains dashboard, in the DNS > DNSSEC tab of the domain details.

    If your domain uses Squarespace nameservers, disable DNSSEC by turning off the DNS Security Extensions toggle. See this guide for steps:

    DNSSEC for Squarespace domains - Disabling DNSSEC settings

    For domains using third-party nameservers, no toggle will appear. Instead, you can disable DNSSEC by removing the DS record. Learn about DS records here:

    DNS records for security

    If changes to your domain's DNS still haven't propagated within 24 hours of disabling DNSSEC, or if you have any other questions, please contact our Customer Support team directly. We're happy to help:

    https://support.squarespace.com/hc/requests/new#choose-topic

  6. Hi everyone, thank you for posting here!

    We have information and step-by-step instructions for connecting a Squarespace domain to a Google Sites site here:

    Connecting your Squarespace domain to a Google Sites site

    If you're having trouble editing DNS settings, the troubleshooting steps in this guide may be helpful to review:

    Adding custom DNS records to your Squarespace-managed domain - Troubleshooting

    In particular, I recommend checking the following: 

    For additional questions or concerns, don't hesitate to contact our Customer Support team, and we'll be happy to take a closer look with you:

    https://support.squarespace.com/hc/requests/new#choose-topic

    We're available via email, X (formerly Twitter), and live chat. Live chat hours may occasionally change based on demand as we work to help as many customers as we can. The most updated hours are always listed in this guide:

    How do I contact Squarespace Customer Support? 

    I hope this information helps!

  7. Hi @Pippin, thank you for posting here.

    Squarespace Business and Commerce plans do include a free year of the Google Workspace Business Starter plan. We have more detailed information in this guide:

    To learn more about claiming this offer and eligibility requirements, visit the following guide:

    Free Google Workspace offer

    If your site and domain meet the eligibility requirements listed in our guide but you're not able to redeem the Free Google Workspace offer, please contact our Customer Support team directly. You can reach us here:

    https://support.squarespace.com/hc/requests/new#choose-topic

  8. Hi @sandequ, thank you for posting here.

    An account will only be listed as a domain manager or a domain owner, not both. In this case, it sounds like the account listed as the domain owner has the same name as the account you’re logged into, making it look like one account has two sets of permissions.

    You can learn more about domain permissions here:

    Managing domain permissions

    If you need help locating the account associated with the domain, you can use the recovery link here: 

    https://login.squarespace.com/recovery-form#/recovery/domain 

    Otherwise, we can help recover access on our end. For anyone having trouble locating or accessing their account, fill out this form:



    https://support.squarespace.com/hc/requests/new?ticket_form_id=360000136328

    Using the form helps us keep accounts secure and speeds up the evaluation process. We’ll look over the information you provided and respond as soon as possible with any next steps.

  9. Hi @ADRIENDE, thank you for posting here.  Adding a new Google Workspace user for a secondary domain requires adding a user with your primary domain first, then editing their email in the Admin console to end in the secondary domain. 

    For more information, see our guide:

    Managing domains for Google Workspace - Use multiple domains with one Google Workspace account

    If you have any questions, you can contact our Customer Support team directly, here:

    https://support.squarespace.com/hc/requests/new#choose-topic

    I hope this helps!

  10. Hi everyone, thank you for posting here. 

    If you see an error message in your SSL Certificate Status settings, it means that we couldn’t generate an SSL certificate for the listed domains. This usually happens when the domain isn’t properly connected to your site. 

    To learn more about using SSL on your site and review troubleshooting steps, see our guide here:

    Understanding SSL certificates

    If the troubleshooting steps in our guide don't help, or if you have any other questions, please contact our Customer Support team directly. You can reach us here:

    https://support.squarespace.com/hc/requests/new#choose-topic

  11. Hi @SarahMagda, thank you for posting here.

    Squarespace doesn't track bug reports or feature requests in the Squarespace Forum, as noted in section 7 of our Forum guidelines.

    That said, this question will require some troubleshooting, so we’ll be creating an email ticket on your behalf for our Customer Support team to assist. 

    For any others experiencing billing issues for a Google Workspace account managed through Squarespace, please reach out to our Customer Support team directly, here:

    https://support.squarespace.com/hc/requests/new#choose-topic

  12. Hello everyone, thank you for posting here. We’re experiencing a higher than normal volume of requests and are working as quickly as possible to answer them in the order they’re received.

    We appreciate your patience when contacting our Customer Support team directly, and apologize for any inconvenience.

     

    Locating a migrated domain

    All domains previously managed by Google Domains have now migrated to Squarespace.

    When the domains migrated, they moved to a Squarespace account with the same email address as the account that managed the domain when it was with Google Domains. If there’s an existing Squarespace account with that email address, the domain was moved there. Otherwise, a new account was created for that email address. To learn more, visit our guide:

    About the Google Domains migration to Squarespace

    If you need help locating the account associated with the domain, you can use the recovery link here:

    https://login.squarespace.com/recovery-form#/recovery/domain 

     

    Contacting Squarespace Customer support

    It sounds like some browsers are caught in a redirect loop while loading some Knowledge Base pages, including the page for submitting a ticket to our Customer Support team.

    Thank you for flagging this issue. We’ve noted this for our Design and Engineering teams to review, and they’ll use this feedback when implementing fixes and improvements in future releases.

    For now, completing the steps in our browser troubleshooting guide may help:

    Troubleshooting browser issues

    If this doesn't help, try opening the page while logged out of Squarespace. We recommend using a private or incognito browser window, which logs you out of your account automatically. When submitting a ticket, click "I don't have an account" to bypass the login page.

    To be clear, this is a temporary workaround, rather than a permanent fix for the issue.

    For now, I am closing this post; for any further questions regarding this issue, please reach out to the Customer Support team, here:

    https://support.squarespace.com/hc/requests/new#choose-topic

  13. Hi everyone, thank you all for sharing your feedback on this.

    If you’re referring to invoicing for Acuity Scheduling, you can manually mark an invoice as paid in the Invoices panel. See our guide for details:

    Sending invoices with Acuity Scheduling - Mark an invoice as paid

    Some of you may be referring to Squarespace’s Invoicing tool, which is separate from Acuity Scheduling. 

    With this tool, invoices are automatically marked as paid once payment is submitted through the invoice’s payment page. At this time, if a customer pays separately, it’s not possible to manually mark the invoice as paid. Learn more about Squarespace’s Invoicing tool here:

    Invoicing clients - How clients pay invoices

    Please note, Squarespace doesn't monitor this forum for feature requests, as noted in our Forum Guidelines. That said, we are always working to improve our platform, and your input goes a long way. We encourage you to submit your feedback to our Customer Support team directly, here:

    https://support.squarespace.com/hc/requests/new#choose-topic

    Thank you!

  14. Hi everyone, thank you for posting here.

    Squarespace includes free SSL certificates for all domains correctly pointing to a Squarespace site. If your site is hosted on a third-party platform, we recommend contacting your website host for information on adding SSL. See our guide for more information:

    Understanding SSL certificates

    If your site's SSL certificate hasn't processed 72 hours after your domain is fully connected, please contact our Customer Support team directly for troubleshooting help:

    https://support.squarespace.com/hc/requests/new#choose-topic

    If you have advanced SSL needs, you can connect CloudFlare. However, CloudFlare falls outside the scope of Customer Support. For help with setup or troubleshooting, we recommend visiting CloudFlare’s documentation or contacting their Support team. 

    To learn more, and for links to CloudFlare’s documentation, visit our guide:

    Using Cloudflare with Squarespace

    I hope this information helps!

  15. Hi @mkstowegnv,

    Thank you for posting here. You can connect a Squarespace domain to a Squarespace site using the steps in this guide:

    Connecting a Squarespace domain to a Squarespace site

    Please note, there isn't a way to connect a domain to a specific page of your site. Instead, the domain will always point to the homepage.

    You can learn more about Squarespace Analytics here:

    Squarespace Analytics

    I hope this helps!

  16. Hi @Luiblonc, thanks for posting here.

    This question will require some troubleshooting with our Customer Support team. Please contact us directly via email or live chat here:

    https://support.squarespace.com/hc/requests/new#choose-topic

    If you reach out via email, I recommend including an alternate email address we can use to reach you.

    For any others experiencing an issue with managing a migrated domain or Google Workspace account, please reach out to our Customer Support team.

  17. Hi @thekuyaj, thank you for posting your question here!

    Nameservers tell the web where to look for the domain's configured settings (i.e. which server contains the actual DNS records). This means that your Google Workspace account will continue working correctly as long as you add all of the required DNS records to the KnownHost nameservers. Typically, this includes Google Workspace MX records, along with any DKIM, DMARC, or SPF records you may have added.

    Learn more about adding Google Workspace MX records in Google's documentation, here:

    Google Workspace MX record values

    If you have any questions, feel free to contact our Customer Support team:

    https://support.squarespace.com/hc/requests/new#choose-topic

  18. Hi @drswami, thank you for posting here. 

    I'm glad to hear you were able to access your domain and adjust the DNS settings and resolve the issue with your email address. 

    Google took down their sites related to Google Domains, but we can help you with managing your migrated domain, and registering new ones. For general information about the move to Squarespace, and how to manage your domain, visit our guide:

    About the Google Domains migration to Squarespace 

    If your domain previously pointed to a Google Business Profile page, please note that Google has disabled this feature. See Google's documentation to learn more:

    Google: Websites made with Google Business Profiles are turned off

    If you have a Google Sites site, you'll continue managing the site directly through Google. If you don't see the site, it may be linked to a different Google account or the site may have been removed. This Google documentation on deleting or restoring a site may be helpful to review:

    Google: Delete or restore your site

    If you’re still having trouble locating your site, we recommend contacting Google support for additional help. For help with connecting a domain to a Google Sites site, see our guide:

    Connecting your Squarespace domain to a Google Sites site

    If you have additional questions, you can contact Squarespace Customer Support here:

    https://support.squarespace.com/hc/requests/new#choose-topic

  19. Hi there, thank you for posting here. 

    When you register a Squarespace domain through Google Workspace, your account with Squarespace is created using the custom Google Workspace email address you registered alongside your domain.

    Follow the steps in our guide to sign into your account:

    Managing domains registered through Google Workspace

    If you have any questions or run into any trouble, please contact our Customer Support team via email or live chat, and we'll be happy to help:

    https://support.squarespace.com/hc/requests/new#choose-topic

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