Ambroza

@doobu @Aidin

Basically, I just kept making another ticket if 24 hours or so had passed since the response on the last one. I know that Squarespace doesn't like this, but I kept asking for updates within my first ticket for like 5 days, and was receiving no response. Felt like I was basically playing "support roulette" until I got somebody who knew what they were doing. Be as detailed as possible, I'd even recommend sending Loom recordings of trying to re-enable the autobill and showing it fail, things like that. Just to pre-emptively rule out any unhelpful responses like "here's a support article on how to turn on autobill...". I would also include links to threads like this one to help demonstrate how widespread this issue is. I will also say that the issue was fixed rather quickly once I mentioned that I would be looking into transferring the 30+ Squarespace domains I manage to a different platform if this couldn't be fixed...

I wish I could give you guys something more helpful than that, it really does seem like it's luck of the draw at this point. Just be persistent and detailed. If I learn anything more about anything we can do to solve this issue on our end I'll make an update, but no luck with that so far. 

Well, my site is finally back up and the auto-renew is now working again properly. It took a total of 4 tickets and far, far too much back and forth for support to even understand what the issue was. Details of how they solved it were not shared, but I suspect it doesn't matter as I sincerely doubt it's something we'd be able to do on our end. Unsurprisingly, my client has requested my assistance in transferring to a new registrar. Glad it's finally fixed, but this has been super disappointing. 

My domain is also back up now. It took a total of 4 tickets and far, far too much back and forth to get them to even understand the issue. Unfortunately I didn't receive any technical details about how the fix was implemented, but I suspect it isn't very relevant as I really doubt it's something we'd be able to do on our end anyway. 

I'm at least getting responses from support via email, but they're just sending basic support articles about how to enable auto-renew or update billing information, which is obviously not what I need. It's concerning that they don't seem to understand that this is a systemic issue affecting many domains on their back-end. 

Try opening a new browser window in incognito/private mode and make the changes again. I've seen others say that helps, for whatever reason. 

Answers to the questions as per the pinned post: 

1. Domain address/URL  

https://feedbackguitaracademy.com/

2. Where is the domain hosted?  Squarespace? A  merged Google domain? Go Daddy etc?

Merged Google domain. Domain was previously registered with Google domains and recently transferred to Squarespace after the acquisition. 

3. Where is your website hosted?  This is now an important question due to Squarespace's purchase of Google Domains. 

The website itself is on Kajabi. 

4. Is your Squarespace or third-party site active and published? 

It was, until a few days ago. The auto-recurring billing date came and went, and then billing began to fail with no way to update it. This appears to be when the issue began for our domain. 

Reaching out here because opening a support ticket seems to be futile and live chat has been suspended (indefinitely?). Haven't received a response in days, and the last response provided no information. Website and the associated email address have been completely inaccessible for a week now, which is obviously severely impacting business. Any help would be much appreciated. 

Yep, having an issue with a domain transferred from Google Domains as well. Auto-renew completely failed and billing can't successfully be updated. I have an open ticket, but haven't received a response since yesterday (and the response was basically just "this has been escalated"). Super frustrating. Would love to see even just an acknowledgement from Squarespace support that this is recognized as an issue.

Having the same issue here, site has been completely inaccessible for 6 days now. On the domain management page, it shows:

July 3, 2024 for NaN

That NaN (Not a Number) is concerning. Are you seeing the same?

I also have a ticket open with Squarespace, but they haven't provided me with anything useful yet. Will update if and when that changes.