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

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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!

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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. 

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Posted (edited)

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.

Edited by jimdomainissue
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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. 

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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. 

Edited by Ambroza
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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. 

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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?

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@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. 

Edited by Ambroza
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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. 

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