Can't Renew Expired Domain: Payment method fails

Anyone else seeing domains show as expired when they are not? I was migrated from google domains and 2 of my domains show expired even though they do not expire until Sep 2024 and the other Jan 2025. I even have 2 other domains the expire in Sep 2024 and both show active. Seems to be a bug or issue, curious if others have this issue?

We have a domain name that is now transferred to Squarespace. The name cannot be renewed on Google and there is no "renew" button on the page. We've followed all published documentation on trying to renew this page to no avail. We've sent countless emails without a response and now our site is down, which is affecting our business. Any help would be appreciated! 

Hey Emily! I had the same issue. Basically, Squarespace needs to give you "Domain Owner Permissions" which your account currently does not have.  Fill out this form :https://support.squarespace.com/hc/en-us/requests/new?ticket_form_id=360000136328

^Fill out the form above. 

Hi CheeseQueen, 

Did you solve this problem?

Not yet. Their customer service is worthless. This has been going on for two weeks now and they won't respond to emails. 

squarespace won't respond to emails -did you try to dm them on X (formerly twitter)?

One of mine expired with an expiration date a year in the future. Site is down, won't accept a payment attempt, support is 'busy'. Very angry atm.

I am having the same problem. Do we have a fix for this issue??

Same issue here. Squarespace will not reply to help tickets. 

What other way can we progress this?

Folks, are you also having the same issues? We have expired domains that used to be manage by google and squarespace can't solve our problems. We have over 60% of our infrastructure down since last week and all squarespace does is to say they have an error with the seller api.

This is absolutely business critical to us and we are having to do major infrastructure changes to go back up because they can't solve the problem.

They answered me the same thing time and time again

```We’re currently investigating an issue with Key Systems expired domains—thanks for reporting this to us. 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.
 
That said, these reports are crucial for us as we improve our platform. If you notice any other unusual behavior, please contact us again.```

I think, to help Squarespace users,  with good communication and the right information, many of these domain troubles and related issues can be solved right here on the forum. 

1. swiftera.co

2. It was purchased/renewed via google (apparently resold, where the original host was key systems) and more recently migrated to squarespace

3. GCP, our domain had custom nameservers set to 

ns-cloud-a<1-4>.googledomains.com

4. Is your Squarespace or third-party site active and published? 

Yes

The domain swiftera.co according to Domain.com is still registered with keysystems.net. It was updated with them on 7/22/2024 The A record points to Amazon Data Services, the DNS is a Google server. 

The CNAME record points to pr-suspensions.go.co  You need to double-check your connection, it seems to be very confusing. Squarespace is not listed anywhere with this domain. 

Are you aware that key systems is a reseller part of squarespace in the google acquisition? This domain used to be managed by google domains and was transferred to squarespace. I *quite literally* have emails from squarespace saying it was going to expire from 2 weeks ago and that I should update the payment information. With all honesty and respect to your effort trying to help the community, I feel that squarespace & co. are giving ridiculous responses to all its users that have infrastructure down for days/weeks with different versions of the story. It appears to me that domains' ownerships got transferred without the owners consent during the migration process. This is major incident that has critical impact on many businesses and there isn't a single status report on status.squarespace.com.

No, I was not aware that KEY-SYSTEMS.NET is a third-party seller of domains to Squarespace and Google I suppose.  I did find out that swiftera.co is on the domain aftermarket list for 7 to 8 thousand to purchase on various domain sites including Key-Systems. Is it possible that since they are the registered host for your domain they could help you out? 

https://www.key-systems.net/kontakt/support/

. 

I am experiencing a similar issue and cannot get support from anyone. Is there anyone who can help?

Submit a complaint at the ONLY oversight of domains (esp. per google & squarespace /

www.key-systems.net )  that can yank their license(s) to sell domains.

https://www.icann.org/compliance/complaint  

https://www.icann.org/en/system/files/files/complaint-response-00034777-12sep23-en.pdf

This is honestly very scary -- Was this solved?

I have just encountered this issue, I updated my payment info and cannot proceed. We have IOT electric scooters tied to our domain so we a posing a safety issue to all our customers with our scooters. Our whole operation is completely down and is unreal.

I emailed SquareSpace x 3 and it kept saying that it was submitted and should receive an email for confirmation but have not received anything. I am hoping to reach out to them via chat hours.

I also emailed support@domaindiscount24.com in the past few hours.

In the screenshot below, when I click on View DNS settings, it just takes me back to the screen prior

Should I transfer the domain? Would I keep kruuz.co (our domain name)?

I encountered the same issue with @Kruuz and @bryand123 I can't renew my domain name, I don't receive  any information from squarespace. Now, I'm stuck at this point. How can I renew my domain, how can I make my website work again. Please help.

Please help me, I can't control my domain after merging Google domain to Squarespace. Domain URL: rovn.de

On 8/22/2024 at 11:36 PM, magento said:

I encountered the same issue with @Kruuz and @bryand123 I can't renew my domain name, I don't receive  any information from squarespace. Now, I'm stuck at this point. How can I renew my domain, how can I make my website work again. Please help.

kruuz.co has been back online for some time now, you might PM @Kruuz and ask what took place to reactivate the domain and the site. 

On 8/23/2024 at 4:56 AM, magento said:

Please help me, I can't control my domain after merging Google domain to Squarespace. Domain URL: rovn.de

 

Unfortunately, this domain according to Icann lookup and other domain info services, all report that it MAY exist but have no specific hosting information. It seems to be lost between Squarespace and Google. I don't know. This appears to be something that only Squarespace customer support can take care of:

https://support.squarespace.com/hc/en-us/requests/new

Thank you very much, but I can't contact the customer support from Squarespace. I will wait for few days.

On 7/23/2024 at 10:15 PM, derricksrandomviews said:

I think, to help Squarespace users,  with good communication and the right information, many of these domain troubles and related issues can be solved right here on the forum. 

Hello, We are facing the same problem with our website www.skoolup.fr. We are not able to access to our website and when i go to squarespace, they are not letting me renewing it. Also, they are asking me to transfer it to squarespace but requiring a authorization code. But I don't know how to get it as google domain doesn't exist anymore. Could you please help me for this ? Thank you 

Your domain is another Key-systems registered domain. Key systems sold domains to Google, and they sold one to you. More of these seemed to be "lost" in transit than others. However, several downed Key-systems domains have also been reconnected to their respective sites here.  At the moment yours has no DNS settings at all.

I see you have a Squarespace site. You might try your Google account log in with Squarespace and see if you can get access. Can you access your website domain panel? Instead of trying to transfer it, use the domain I own option instead.