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Requesting third-party domain help

When transferring or connecting a third-party domain to Squarespace, you'll need access to its DNS records and other settings. For help with these settings, we recommend contacting your domain provider. They're more familiar with how their service works and can look into your domain setup directly.

This guide covers situations where you might need support from your domain provider and sample messages you can copy and paste into an email to get the conversation started.

Note: This information applies to most domain providers. If the steps in our guides conflict with what your provider suggests, follow their recommendations.

Transfer help - Ask if your domain is eligible

While we can transfer in most domains, not all domains are eligible. During the transfer process, we'll prompt you to check if your domain can be transferred. To be extra sure, you can contact your domain provider and ask them to check for you.

Sample message:

I want to transfer my domain, enter your domain here, to Squarespace. Is my domain eligible for a transfer? Here are their requirements:

  • The domain’s TLD must be on Squarespace's supported TLD list. 
  • The domain can't be a registry premium domain.
  • Sixty days must have elapsed since I registered or transferred the domain.
  • The domain must be active and not past-due.
  • The domain must be unlocked.
  • Whois privacy must be disabled.
  • I need access to a valid domain administrator email address.
  • I must have less than 9 years left in its registration term.

Transfer help - Ask about other services

Some providers require keeping your domain with them because some services, like email, won’t transfer to us. If you need help, you can ask them directly.

Sample message:

I’m preparing to transfer my domain, enter your domain here, to Squarespace. Are there any services, like email, currently linked to my account that will break or stop working if I move to Squarespace?

If your domain is ready for a transfer, follow our steps to move it to Squarespace.

Transfer help - Ask about Whois Privacy

To transfer your domain to Squarespace, Whois privacy must be disabled. If you see an error message about this and need help, ask your provider to help you unlock your domain and disable Whois privacy.

Sample message:

I’d like to transfer my domain, enter your domain name here, to Squarespace. To transfer this domain:

  • It must be unlocked.
  • Whois information must be public.

Squarespace detected that one of these isn't set up correctly. Can you help me unlock my domain and disable Whois privacy?

After the domain is unlocked and Whois privacy is disabled, refresh the page in Squarespace to confirm your privacy settings.

Transfer help - Ask if your provider released the domain

If your Domains panel shows a Transfer In Progress message, we might be waiting for your current domain provider to acknowledge the transfer and release your domain. Some providers let you know they’ve done this, either by sending you an email or alerting you in your DNS settings, while some do it automatically. This timing is out of Squarespace’s control, but most providers automatically approve the transfer five days after your authorization.

If you haven’t received an email or an alert in your settings, you can email your provider to see if they’ve acknowledged the transfer.

Sample message:

I’m trying to transfer my domain, enter your domain here, to Squarespace, and I’m still waiting for it to connect. Have you already acknowledged the transfer and released the domain on your end? Is there anything else I need to do to approve the transfer?

If your provider replies that they have acknowledged the transfer and released the domain, it may still take a few more days to fully connect to your site. During this time, Squarespace can’t speed up the process.

Transfer help - If the transfer failed

If your transfer failed, try troubleshooting by fixing common reasons why this might happen. If you still can’t solve the issue, ask your provider if they can see what went wrong.

Sample message:

I’m trying to transfer my domain, enter your domain name here, to Squarespace, and the transfer failed. I confirmed that it was eligible for transfer and that all information was entered correctly.

Do you know why the transfer was denied?

If your provider says the domain is still eligible for transfer, you can restart the transfer process.

Connecting help - Adding DNS records

If you're connecting your domain and are having trouble entering A Records and CNAMEs in your third-party provider account, we recommend asking them for help.

Before you begin

  • Complete Steps 1, 2, and 3 of this guide
  • The second CNAME record includes a unique verification code from Squarespace. After following Steps 1, 2, and 3, find this code in the first row of your DNS Settings panel to share with your provider. Here’s an example of how your unique code might appear:

Sample message:

I’d like to map my domain, enter your domain name here, to a Squarespace site. To do this, I need to add the following two CNAME records and four A Records to my DNS settings. Can you help me with this process?

#1

  • Record Type: CNAME
  • Alias or Host Name: www
  • Points To: ext-cust.squarespace.com

# 2

  • Record Type: CNAME
  • Alias or Host Name: Copy and paste the unique code from the first row of your Squarespace DNS settings
  • Points to: verify.squarespace.com

#3

  • Type or Record Type: A Record
  • Alias or Host: @ or leave blank
  • Points To: 198.185.159.144

If your DNS settings only allow one A record, I can use the one above. If you support adding more A Records, I need three more records with the same alias or host pointing to these addresses:

  • 198.185.159.145
  • 198.49.23.144
  • 198.49.23.145

Connecting help - If your provider doesn't support CNAMEs

If you're having trouble editing CNAME Records, or if your provider doesn't allow you to edit them, ask them to help you try a TXT Record.

Sample message:

I’d like to map my domain, enter your domain name here, to a Squarespace site. I’m having trouble verifying it with a CNAME. I'd like to try using a TXT record instead. To do this, I need to add the following record to my DNS settings. Can you help me with this process?

  • Record Type: TXT
  • Alias or Host Name: @ or leave blank
  • Points to: Copy and paste the unique code from the first row of your Squarespace DNS settings

You can also send a link to our guide on verifying with a TXT record.

Once your provider confirms that these values are entered, return to the Domains panel in your Squarespace site and click Refresh below your records. This should successfully connect your domain to Squarespace. Note that it can sometimes take up to 24 hours for the Current Data column to reflect the changes.

If your domain provider says they don't offer full DNS access, note that this is required to successfully connect a domain. If this is the case, you’ll need to transfer the domain to a new provider before connecting it to Squarespace.

Connecting help - Custom email address questions

If you have a custom email address with your third-party domain and need help connecting to Squarespace, you can usually use the same instructions and sample email as above.

If your email provider is different from your domain provider, contact your email provider for help adding these records.

To learn more, visit Using a custom domain email you already own with Squarespace.

If your email provider says they don't offer full DNS access, note that this is required to connect a domain and third-party email associated with it to us. If this is the case, we recommend asking your domain provider about your custom email options.

Connecting help - If the domain isn't connecting

If you’ve already completed the steps to connect your domain to Squarespace and it's not connecting, you can ask your provider for troubleshooting help.

We recommend taking a screenshot of your Squarespace DNS settings to attach to your email. Your provider can use it to compare to the settings on their end and correct anything that doesn’t match.

Here’s an example of how your DNS settings might look: 

Sample message:

I’m trying to use my domain, enter your domain name here, with a Squarespace site. It’s not connecting properly. Can you verify that my DNS records on your end match the required values in this screenshot from my Squarespace site?

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Requesting third-party domain help