I have been hired by someone who has been struggling to get help from Squarespace with an urgent issue with her website solamarket.co.
The domain was originally registered through Google Domains and migrated to SQSP when the acquisition happened. This client already had a SQSP account with other active domains and up-to-date billing. However, recently when solamarket.co was set to auto-renew, its status on SQSP changed to "not connected" and her website shows a .co "Domain Suspension" notice.
It has been almost 2 weeks since this client has not been able to access her business email, website, and domain settings, and therefore cannot conduct any commerce. She has reached out to SQSP several times, but they have just said: "Our engineering teams are prioritizing a fix for this as we speak. There are many variables that we test against before we release a fix, so we can’t provide an exact timeframe for a resolution. We can’t always follow up personally when a fix is released due to the volume of reports we receive for this issue."
Also, just so you know, we have already looked at these forum threads that show other people with similar issues, and have not found a solution:
Domain Transferred from Google Failed Auto Renew and Now I can’t get it renewed through Squarespace
Client Google Workspace & Domain Issues
Our main domain name simply disappeared from the domain name settings!
Google Domains transfer nightmare
We also found this advice in the Circle forum:
Doing that, we were able to see some of the settings, but not all of them. This is a Loom that she made of what she could see, and what happened when she tried to resolve the issue: https://www.loom.com/share/b455fb77ab434a84b00a1180bbc882b4?sid=47037a4a-629d-4e75-952a-38845b813245
I am also attaching some screenshots that she sent me (since she still cannot access her settings to add me as a domain manager).
She is desperate for some solution, since she can't even forward emails that are being sent to that account to a different account right now. She is doing her best to do damage control with her existing customers and clients, but not being able to access anything for your business for two weeks without any help is ridiculous. She does not feel like SQSP Customer Service is giving her adequate service and response to this very serious issue. Can anyone help me help her?
Update: my client and I tried emailing Key-Systems. After almost a week of waiting, we finally got this response from a Tier 2 Customer Care Agent: And now, her website doesn't even show the domain suspension page anymore. When you go to solamarket.co, it just shows this: Does anyone have any other suggestions?? It has been 3 weeks since my client has been able to conduct any business, including access her business email, website, and domain settings. I have no idea what to tell her, especially since the situation seems to be getting even more hopeless.
