Thomas071789

UPDATE: This has been resolved. From Squarespace support: "The domain in question migrated from Google as ownerless, which means that there was no owner account assigned for the domain at Google Domains. For that reason, the domain migrated to our system but we were unable to link the domain to a subscription and Squarespace account." They simply renewed the domain and linked it to our preferred account. For any others experiencing this problem, it appears that waiting for Squarespace customer support is your only option. -Thomas

Hi all, Here's the short version of our problem: our domain (globaljusticecenter.net) expired yesterday without notice from Squarespace, shutting down our site and all of our employees' email inboxes. We cannot renew because we have not been able to log into our account following the transfer from Google. We have contacted Squarespace, and they escalated it to their "Product Specialist" team, but we've had no word after about a day of interrupted service. Here's the longer version: several months ago, like many other forum members, we were made aware that our Google domain was to be transferred to Squarespace. We were informed by Google, not Squarespace (this will be relevant later). After reading the FAQ pages on the transfer, we deemed no action would be necessary as the transfer seemed to have minimal impact. In the months following the transfer, we tried to gain access to our domain via the Squarespace website. According to Squarespace, the domain "moved to a Squarespace account with the same email address as the account that managed the domain when it was with Google Domains." Unfortunately, this is nonsense because several email addresses within the organization had admin level access in the Google workspace. After explaining that to Squarespace and asking which email address they choose to use for the transfer account, they pointed us to this account recovery form: https://login.squarespace.com/recovery-form#/recovery/domain. Only problem? This form doesn't work! It gives us an error message when we enter the domain that reads, "an error occurred when trying to send recovery instructions." After explaining this problem to Squarespace, they asked us to search all Google workspace admin emails for an email detailing the Squarespace transfer. We did not find any such email. Following this, Squarespace asked us to fill out this account recovery form: https://support.squarespace.com/hc/requests/new?ticket_form_id=360000136328. We did so, providing necessary identification and documentation, and have not heard anything practical since. This all occurred before the expiration of the domain, which happened yesterday without notice. Our small non-profit team has no IT or web management specialist, so the expiration of the domain was not in our records or on our radar. Since the expiration, we have contacted Squarespace numerous times. We are aware the problem has been escalated to their Product Specialist team, but they have given no word as to the hurdles they're encountering or a potential timeline of resolution that we can expect (for all we know, this could take a month). Given the urgency of this problem, we asked Squarespace to initiate a transfer of the domain to a new registrar. They said they can't initiate a transfer while their team is working on the issue. So that's it. We're stuck. Any help or information is appreciated. It seems like lots of similar and related problems have popped up because of this transfer. -Thomas