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Squarespace took down my DNS for my domain - how to fix

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Hi, 

We have a pending Domain Transfer that has been authorized with the authorization code email.  It's been in Process since last Saturday.  Today, our Squarespace hosted DNS zone, got blanked out on the Internet.  I can log into the Squarespace Domain Manager and see all of our host records, but when I look on the Internet the DNS records are all gone.  New Registrar shows waiting for response from Squarespace.  Editing name servers in SquareSpace fails. 

All hosts are gone from the Google Name Servers, and new registrar doesn't have the domain.  Is there a way to expedite these transfers like most providers provide?  Email is down, website is down etc.  whois clearly shows that SquareSpace still claims that they are the registrar.  But it seems like squarespace has removed the zone from the name servers BEFORE transferring the domain to the new registrar. 

They show all the DNS records in Squarespace Domain Manager....

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Domain is:

1. sunstonebrewing.com 

2. Squarespace?  Yes  A  merged Google domain? Yes 

3. Pointed at Wordpress 

4. Transferring Domain to Wordpress been pending since last weekend. Going into Day 6.

Edited by zabhalo27
replace zone with domain - zone doesn't get transferred - I did that manually
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Squarespace response after 14 days no root domain website working.  I got it today. This company is garbage. 

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Hi there,
 
Greetings from Cork, Ireland and thank you for reaching out to Squarespace support. My name is Vivianne C. and I'll be assisting you today.
 
I understand that you are asking for guidance in regards to your DNS settings and forwarding your domain. This is going to be a longer email as there are a few things that need your attention.
 
Thanks for your patience - we're experiencing a higher than normal volume of requests and are working as quickly as possible to answer them in the order they're received.

To continue helping in the most secure way possible, I’ll need to verify your identity as the owner of the site. To do that, I’ll need two pieces of information. Could you reply with a picture, scan, or .pdf of:

1) A bank statement that includes your most recent payment for a Squarespace subscription. The statement must include:

  • A header showing the banking institution that issued it
  • The bank account holder name
  • A line item for your most recent payment to Squarespace, including the charge date and amount


If you purchased the Squarespace subscription with PayPal, the PayPal statement should include:
- The full header of the PayPal statement
- The PayPal account holder name
- The line item for your most recent payment to Squarespace, including the charge date and amount
 
2) A government-issued ID displaying your name, such as a driver’s license, passport, or permanent resident card.
 
You’re free to redact or blur any extra information from the statement or ID as long as we can see the details listed above. We’ll fully redact the files from our system after evaluating them. We only use these images for identification purposes, and won’t share or distribute them outside of our secure system.


Secondly, I notice that the account you're contacting us from is associated with one built-in domain. If you would be so kind as to confirm that this is intended, I would greatly appreciate it. The https://www.sunstonebrewing.com domain is associated with a different account that has its own owner and contributors and the email address you're contacting us from is not part of that list. Just letting you know we will not be able to provide any sensitive information or make any modifications as it relates to the https://www.sunstonebrewing.com domain or its account if ownership isn't verified. 
 
https://support.squarespace.com/hc/en-us/articles/115009089107-Verifying-your-account-ownership#toc-other-information-we-might-request


In the meantime, I'd like to offer some guides that share insight on how to set up domain forwarding and troubleshoot why the root domain isn't directing to the website.
 
To learn how to forward a subdomain, visit our guide for step-by-step instructions:

https://support.squarespace.com/hc/articles/214767107#toc-forward-a-subdomain
 
We'll keep an eye out for your reply to assist further.
 
Kind regards,

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