Custom domain not connecting

Your own domain only starts working once the console shows it as live. Until then your shop keeps working on its ShopEazy address, so customers can still buy while you sort it out. If you haven't added a domain yet, start with Connect your own domain.

Check your domain's status

1. Click Settings in the sidebar, then Channels.
2. Under Online storefront, click Manage storefront.
3. Look at Your own domain in the Domains section.

The message under the field tells you where things stand:

• "[your domain] is live — your shop answers on it, and links use it." You're done.
• "Add the record below at whoever you bought [your domain] from." We can't see the DNS record yet. Work through the fixes below.
• "Add the record below so we can confirm [your domain] is yours." There's an extra record to prove you own the domain. Add it as well as the main one.
• "We couldn't check [your domain] just now." Our check didn't run, which isn't the same as your DNS being wrong. Click Check again in a few minutes.
• "Your own domain is an add-on." and the field is greyed out. You need the Custom domain add-on first. See Adding the Custom domain add-on below.

The record the console asks for

Under the status, the console lists each record to create with its Type, Name and Value, and a copy button next to each one. Always copy these from the console, because they're worked out for your exact domain.

What you'll usually see:

• For an address like shop.yourbrand.com: a CNAME record, with Name shop.
• For a bare domain like yourbrand.com or yourbrand.co.za: an A record, with Name @.
• Sometimes an extra TXT record, to confirm the domain is yours.

Common mistakes and how to fix them

You added the record in the wrong place. Records must go wherever your domain's DNS is managed. That's normally the company you bought the domain from, but if you've ever pointed your domain at another host or DNS service, the records belong there instead. Adding them anywhere else does nothing.

You typed the full address in the Name field. Most registrars add your domain to the name for you. Enter just what the console shows, such as shop or @. If you enter shop.yourbrand.com, many registrars create shop.yourbrand.com.yourbrand.com, which won't work.

Old records are in the way. If the console says "There are already records on that name that will fight this one — remove them first.", something already uses that name, often a parking page or an old website. Delete any other A, AAAA or CNAME record on the same name, keep the one from the console, then click Check again.

The value has a typo. Use the copy button and paste the value exactly, with no spaces before or after it.

You used the wrong record type. Use exactly the Type the console shows. A CNAME where the console asks for an A record (or the other way round) won't connect.

You wanted the www address. ShopEazy removes www. from whatever you type, so entering www.yourbrand.com connects yourbrand.com. Only that one address is connected. If you also want people who type www to reach your shop, ask your registrar about forwarding www to your domain.

Waiting for DNS to update

Changes at your registrar don't reach the rest of the internet straight away. As the console says, DNS can take a few hours to spread. ShopEazy keeps checking on its own, and you can click Check again at any time. Once it's live, your shop, links, invoices and emails switch to your domain.

Messages when you save the domain

These appear under the field as you type:

• "That doesn't look like a web address — try shop.yourbrand.com." Enter just the domain, with no spaces or odd characters. You don't need https:// or a / at the end, as ShopEazy strips those.
• "That address is too long." Check you haven't pasted something extra.
• "shopeazy.co addresses are set above — this is for a domain you own." Change your ShopEazy address in the ShopEazy address field instead.
• "That address belongs to a hosting provider, not to you." Addresses ending in .vercel.app or .localhost can't be used. Enter your own domain.

If Save changes fails with a general error, the usual causes are that another ShopEazy shop already uses that domain, or your add-on isn't active. Email support with the domain and a screenshot.

Adding the Custom domain add-on

Your own domain is a paid add-on, available on every plan. It costs R99 a month, or R990 a year on annual billing.

1. Open the menu under your name and choose Business, then Plan & billing.
2. Under Add-ons, find Custom domain and click Add.
3. Confirm with Add it. You pay for the rest of the current period straight away.

On a free trial you'll see Subscribe to add. It opens the card form and starts your subscription, charging your plan and the add-on together. If you see Needs a card, add a card to your plan first.

My domain was working and now it isn't

You switched off the add-on, or it wasn't renewed. When the add-on ends, your domain is released and your shop goes back to its ShopEazy address. Add the add-on again, then enter your domain again under Your own domain. If you clicked Switch off by mistake and your renewal hasn't happened yet, click Keep it.

Something changed at your registrar. If the DNS record was deleted or changed, for example when you moved hosting or changed nameservers, the console shows the record to add again. Put it back and click Check again.

Your domain expired. Renew it with the company you bought it from. ShopEazy can't renew domains for you.

Related

• Connect your own domain
• My shop isn't showing up for customers
• Contact ShopEazy support