Domain Transferred from Google Failed Auto Renew and Now I can’t get it renewed through Squarespace

Our domain kudulm.com was transferred from Google Domains to Squarespace.  Since the it was up for renewal but it didn’t renew and now it’s not working.  There is no where in Squarespace to renew it.  I have tried submitting 2 help emails but we never get a reply because they are trying to reply to the email that is in Google which doesn’t work since the domain is no longer working.  There is no where in Squarespace to change the email since we login using our Google login.  Please help us asap get our domain renewed.  We updated the payment card in Google so we just need it run again to renew it.  I also can’t find anywhere to talk to someone and the chat feature doesn’t ever let me connect with a representative.  Please help!

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. 

Having the same issue!  Any news or ways to fix this??

I am facing the same issue. NaN for auto-renew. Our business and email have been down since Sunday. No ability to communicate with customers. Extremely painful, probably worst we've faced as a company.

Having same issue. So frustrating. Has anyone received a resolution?
 

Adding for emphasis... same issue as OP.

I am facing the same issue. We had our domain and Google workspace transferred and on auto renewal. Last night I got an email saying it it did not renew. I thought that was odd and went to check. I toggled the auto renew back on and updated CC details. I refreshed the page and the toggle went back to off. Now our Google email is not working and I cannot get a hold of anyone at Squarespace. Each time I go to toggle it back on, it says its good...but then does not work and my colleagues are freaking out. I cannot get in touch with anyone at Squarespace through chat or email. 

This issue is impacting hundreds (if not more) of domains. We are all waiting on a fix from SquareSpace, unfortunately, there is no action we can take ourselves to resolve. Extraordinary...

So very frustrating!  Email and website is down due to this!  And Squarespace doesn’t respond.  Hope they do soon so we can get everything back!

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. 

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. 

Having the same issue here for our domain @Ambroza is there any way you could pass along the steps that you used to escalate? 

I've been having the same issue with my domain, except it's been inaccessible for over a month and a half. 

I've tried to escalate multiple times, I've opened multiple tickets. I've manually re-purchased my domain, but the nameservers are still mapped to google ones, which don't seem to resolve, which means my email doesn't work either. 

Squarespace support has been completely non-existant, they say that they've escalated to their "engineers", but it's been two weeks since then, with zero updates even when I press them. 

This is absolutely ridiculous. I can't even migrate my domain away from them because their "domain lock" also can't be disengaged. They're essentially holding my business hostage, and I have no idea what to do. 

@Ambroza, any advice on how to get them to actually look at the ticket?

@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. 

I am having the same issue, email and website down, no way to contact them....this is crazy.

My domain is not renewed automatically and I cannot renew it manually. It says there is an error in the payment method. No response to support ticket. squarespace is regret.

I have had the same issue, can't see any details for my domain, can't renew it either and can't transfer it out of squarespace.
They got bombarded on Instagram and have started deleting comments and not allowing comments.
I've emailed and messaged on every platform for days but have had no replies. 
My shopify store is down and that's costing us so much daily. 
www.thesneakerlaundry.com.au
 

My domain expired on June 1st and I still have not been able to get ahold of anyone at squarespace or been able to renew. I am perpetually getting the error below. I have tried dozens of forms of payments.

On 7/16/2024 at 10:51 PM, Nahita said:

My domain is not renewed automatically and I cannot renew it manually. It says there is an error in the payment method. No response to support ticket. squarespace is regret.

yeah me too

I renewed my domain recently but my email is still down. Can anyone recommend a fix of what I can do? Have contacted support and awaiting a reply. 

Unfortunately, I am having difficulties renewing my domains. There is no invoice available for renewal, which is causing significant inconvenience for me.

After my domain expired, I finally received the invoice. However, in my desperation, I had already requested a transfer to another provider. I've seen cases where the resolution took a long time, so I didn't want to take any chances.

@DineiFreitas how did you do the domain transfer? the same has happened to us except it's now saying our domain is 3rd party so we can't seem to get in to transfer it - it's a google domain that swapped over to squarespace so it doesnt make sense. their dismissiveness in emails is insanity this is peoples livelihoods. no website, no emails.

@ECHENG i notice your website is back up... how did you fix it?!