Domain missing, and all representatives apparently

My website went down in June, I have tried to get it up and functioning since then. I have tried to contact a representative NUMEROUS times, like no less than 15 times. Every time it says "Representative is not available due to high number of requests." I have tried to contact at different times of day, no luck. I have tried to email, no luck. My domain has since disappeared off my account AND the transfer to wix was denied. I need a representative to contact me ASAP. I am continuing to lose revenue and I am becoming more and more dissatisfied with the customer service (or lack of). If i try to visit my site it gives the error code "ERR_SSL_VERSION_OR_CIPHER_MISMATCH" I have no idea what that means or how to fix it. Squarespace and Google Workspace are supposed to be beginner website creator friendly, but from my experience, it has been anything but friendly in any aspect.

Hi did you managed to get your issue resolve? My domain is missing as well, and no response at all from support. I am thinking to raise complaint to ICANN and BBB.

27 minutes ago, stephenljk said:

Hi did you managed to get your issue resolve? My domain is missing as well, and no response at all from support. I am thinking to raise complaint to ICANN and BBB.

This idea won't help, Google moved 10 million domains to Squarespace. It can take a very long time to fix account access and stuck-in-transit domain problems. Sometimes we here on the forums can help but as I have posted, we need to know a few things first. 

The domain name and website hosting service. 

Hi there,

im also facing the same issue. Out of nowhere DNS has all disappeared, site has gone down and email service which serves over 500 API users. It’s been over a day now and the cost for us has been devastating for our business already. We can’t afford for this to go on. I think we might try and escalate this legally or however we can to try save ourselves as Squarespace aren’t helping.

whois is saying our site has been cancelled although squarespace says it expires mid next year

Might I note the migration went well a few months ago. Issue only started about 40 hours ago

1 hour ago, derricksrandomviews said:

This idea won't help, Google moved 10 million domains to Squarespace. It can take a very long time to fix account access and stuck-in-transit domain problems. Sometimes we here on the forums can help but as I have posted, we need to know a few things first. 

The domain name and website hosting service. 

Hi, I have posted earlier, my domain is ablematch.com, this is the domain for my Google Cloud, which was suppose to host my website until this incident. Appreciate if you can advise, thanks in advance.

ablematch.com is a Squarespace domain, with no SSL, or DNS records, as you stated.   Where exactly is or should I say was your website hosted?  As posted above you can try logging into Squarespace using your Google Login name and password. You might find the domain there if you don't have a Squarespace account. 

I am stating the obvious but the first thing to do is to obtain access to this domain so you can set up the DNS and get the site back up.  

This is a record of the DNS as stated by ICANN lookup, they are correct, billing, ownership, and management of Google domains have moved to Squarespace but the domains are on former Google servers. Most new domains purchased from Squarespace now (and I have one) use these nameservers. 

• Nameservers:

  NS-CLOUD-A1.GOOGLEDOMAINS.COM

  NS-CLOUD-A2.GOOGLEDOMAINS.COM

  NS-CLOUD-A3.GOOGLEDOMAINS.COM

  NS-CLOUD-A4.GOOGLEDOMAINS.COM

2 hours ago, derricksrandomviews said:

ablematch.com is a Squarespace domain, with no SSL, or DNS records, as you stated.   Where exactly is or should I say was your website hosted?  As posted above you can try logging into Squarespace using your Google Login name and password. You might find the domain there if you don't have a Squarespace account. 

I am stating the obvious but the first thing to do is to obtain access to this domain so you can set up the DNS and get the site back up.  

This is a record of the DNS as stated by ICANN lookup, they are correct, billing, ownership, and management of Google domains have moved to Squarespace but the domains are on former Google servers. Most new domains purchased from Squarespace now (and I have one) use these nameservers. 

• Nameservers:

  NS-CLOUD-A1.GOOGLEDOMAINS.COM

  NS-CLOUD-A2.GOOGLEDOMAINS.COM

  NS-CLOUD-A3.GOOGLEDOMAINS.COM

  NS-CLOUD-A4.GOOGLEDOMAINS.COM

I believe there are scenarios the migration engineer didn't think of. I am using the domain for my Google Cloud, which has 2 users: stephen@ablematch.com and admin@ablematch.com, the contact details of my domain is my personal email stephen***@gmail.com

So when migrate, which of the email is being used to recreate the login in Squarespace? I tried create Squarespace account for all 3 email accounts and in my Squarespace dashboard is blank, so there is no way for me to do any operations.

In short I believe they made big blunder with a lot of users and do not know how to solve it.

If things had gone as they should have, you would have received an email with the login username and password from Squarespace. If one does not receive that information, the Squarespace Google migration article says to use the same login info you would use to manage your former Google Domain. 

I have not received any useful reply from squarespace reps yet other than copy/paste messages and my service has been down for multiple days.

We are not just a marketing site or an eCommerce site. Our domain serves scripts and API endpoints to tens of thousands of users per day and we've had two days from hell with all our APIS, scripts and our channels for communication, being email/website down. Not to mention all of our tenants aren't able to provide their services to their customers as well. Our business is at the brink of collapse. We have had to refund $600 worth of memberships today including 6 chargebacks. Each chargeback comes with a $20 USD fine too. Sounds like my key-systems domain account has been lost when merging from Google Domains.

Someone from Squarespace please DM me to get this fixed. I will provide you as much info as possoble

On 8/26/2024 at 6:51 PM, KaneT said:

I have not received any useful reply from squarespace reps yet other than copy/paste messages and my service has been down for multiple days.

We are not just a marketing site or an eCommerce site. Our domain serves scripts and API endpoints to tens of thousands of users per day and we've had two days from hell with all our APIS, scripts and our channels for communication, being email/website down. Not to mention all of our tenants aren't able to provide their services to their customers as well. Our business is at the brink of collapse. We have had to refund $600 worth of memberships today including 6 chargebacks. Each chargeback comes with a $20 USD fine too. Sounds like my key-systems domain account has been lost when merging from Google Domains.

Someone from Squarespace please DM me to get this fixed. I will provide you as much info as possoble

It looks like your site, thenty.io is back online. It is good to see. I hope all is back in order. 

Unfortunately for my case its hopeless. Squarespace now claims I got the domain thru Google Domain, and basically asked me to go look for Google even thou I show them that Squarespace have taken over Google Domain and their own blog instruct us to manage the domain in Squarespace. Nothing else can be done.. I wonder how they train their support engineer.. if anyone have similar experience as mind, you can forget about ever getting your domain back.