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SquareSpace says my domain karencolonna.com is Managed by a third party Google Domains when I go to Google Domains it says No Domains here.

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I write this in desperation because I cant seem to get any support from either SquareSpace or Google Domains.

I need to update the MX records of karencolonna.com but can't reach DNS settings. When in my Squarespace account my domain shows as managed by a third party Google Domains. When I go into Google Domains it says "No domains here" When I go to admin.google.com I see my Domain name but next to it says "Protected"

I attempt to Activate Gmail for karencolonna.com and Google Domains tells me to go to SquareSpace and locate DNS Settings or DNS Management. When I go to SquareSpace to get into the Domain it says I can't because it is managed by a third party Google Domains.

In previous SquareSpace support chats the representative said the following:

"We have seen numerous Google Domains users experience this issue. I am not able to assist here, but you can reach out to Google Domains for further assistance with this issue. You can reach them directly at this link:

https://support.google.com/domains?sjid=16274726646569400238-NA#topic=3314003

I would just tell them that you're trying to find your domain but can't find it in your account. You can say you have reached out to Squarespace and they have confirmed the domain has not migrated over yet."

"as far as I am aware, if your Google Workspace account for karencolonna.com was created in Squarespace, the only way you would be able to add users is through Squarespace. You already have a single user, so I'm not sure why you would be seeing the screen in admin.google.com allowing you to add new users."

For several days Squarespace has failed to take ownership of the issue or claims that it's a Google Domains issue and that I need to contact them to solve my problem. If SquareSpace and Google Domains were working together to migrate the Domains over to SquareSpace why is SquareSpace not able to help provide support or use their back channels to reach Google Domains to help figure out the issue.

I have sent multiple emails to Google Domains support and have received nothing back from them.

Currently I have an email account for karencolonna.com and although I am able to send emails out with this Google account it is unable to receive emails. Hence the need to do changes to the DNS and MX records.

Has anyone seen anything like this before or have any suggestions on how to get someone from either SquareSpace or Google Domains to provide support for this issue?

I have attached several pictures showing Google Domains indicating No Domains Here and SquareSpace showing the Domain as a 3rd party via Google Domains. The document also shows under admin.google.com that the domain is PROTECTED.

Thank you in advance for any help you can provide.

 

Admin Google Domain Protected.png

Squarespace SHowing Domain as 3rd Party provided by Google Domains.png

No Domains Here under Gmail Account.png

No Domains Here under karencolonna account..png

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Decided to do a Whois search on my domain. Why is SquareSpace telling me to contact Google Domains when SquareSpace shows as the Registrar?

 

WHOIS search results

 
Domain Name: KARENCOLONNA.COM
Registry Domain ID: 2647677036_DOMAIN_COM-VRSN
Registrar WHOIS Server: whois.squarespace.domains
Registrar URL: http://domains2.squarespace.com
Updated Date: 2023-10-14T04:32:11Z
Creation Date: 2021-10-14T03:41:59Z
Registry Expiry Date: 2024-10-14T03:41:59Z
Registrar: Squarespace Domains II LLC
Registrar IANA ID: 895
Registrar Abuse Contact Email: abuse-complaints@squarespace.com
Registrar Abuse Contact Phone: +1.6466935324
Domain Status: clientTransferProhibited https://icann.org/epp#clientTransferProhibited
Name Server: NS-CLOUD-D1.GOOGLEDOMAINS.COM
Name Server: NS-CLOUD-D2.GOOGLEDOMAINS.COM
Name Server: NS-CLOUD-D3.GOOGLEDOMAINS.COM
Name Server: NS-CLOUD-D4.GOOGLEDOMAINS.COM
 
 
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Hi, I'm having a very similar issue at the moment, but with a third party domain provider. My transfer to Squarespace seems to have failed, but WhoIs says that Squarespace owns the domain. Same thing with the "clienttransferprohibited" status. It's so frustrating. Sorry I can't help you - but would love to know how to sort this. Squarespace just say their Engineering Team is looking at it, but it's been a month now. 

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Hey @KCN.

Thanks for posting here! 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 issues with accessing or managing your domain, please reach out to our Customer Support team directly.

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