Your Web Address: Connect or Buy a Domain

Manage your store address, connect a domain you own, or search and buy a domain when purchasing is enabled for your store.

Give customers an address for your store. Use your free BillionBiz address, connect a domain you already own, or register a new name when domain purchasing is available for your store.

Screen: Online Store → Domains (under storefront → Domains in the new admin sidebar). You can also open /online-store/domains directly.

Choose the store or a hosted site

The Scope selector appears when you have hosting access and at least one hosted site. Choose Store for your ecommerce storefront, or a site's name to manage that hosted site's domains. Choosing a site replaces the store tabs with three tabs: Site domains (that site's domain panel), My domains and Buy a domain. My domains and Buy a domain are account-level, so they show the same content in every scope; buying a domain does not put it on a site by itself. To use a bought domain on a hosted site, follow Use a bought domain on a hosted site.

If you have no hosting access or no hosted sites, the selector is hidden and you are already managing your store. For a site's connection steps, see Connecting a Custom Domain (Hosting).

With Store selected, use these tabs:

On a phone. In the new skin (v2), when the screen is narrower than 600 pixels the four tabs read Overview, My domains, Connect and Buy, so every name fits without being cut off. Connect is Connect a domain you own and Buy is Buy a domain; the full name shows as the tab's tooltip when you hover over it. The tab strip scrolls sideways if it is still wider than the screen, so swipe it to reach Buy. On wider screens the full names show. The classic skin (v1) keeps the full names at every width, in a tab row that scrolls sideways when it does not fit. When a hosted site is selected in Scope, the first tab stays Site domains.

Old bookmarks still lead here. /settings/domains redirects to this page and keeps its query and page fragment. /online-store/buy-domain redirects to the Buy a domain tab. An old order link of the form ?tab=buy&order= followed by an order id is rewritten to ?tab=mine&order= and shows the order on My domains. The tabs also have direct links: /online-store/domains?tab=overview, ?tab=mine, ?tab=connect, and ?tab=buy.

Hosting-only accounts (no online store)

If your account has hosted sites but no online store, you still get the full domain reseller: search, buy, renew, DNS and My domains. The store-only parts are hidden.

Where to find it. In the classic sidebar, open Hosting → Domains. In the new admin sidebar, open hosting → Domains (the group is shown in lowercase). Accounts with a store keep Domains under the storefront section instead, so the entry moves, but it opens the same page (/online-store/domains; /online-store/buy-domain and /settings/domains redirect here too). The rest of /online-store stays blocked for a hosting-only account.

On this page a hosting-only account sees:

Buying, order progress, renewals, DNS and contacts work exactly as described in the sections below and in the linked guides. To put a domain you bought on one of your sites, use Use a domain you bought on the site's domain panel; see Use a bought domain on a hosted site.

Your free subdomain

Open Overview to see your store's free address, such as yourstore.billionbiz.store. Use the address displayed on your screen, since the suffix can vary with your store's setup. Copy copies it; Open in new tab opens your storefront. In the new skin these actions are copy and visit.

Once a custom domain is your primary, the free address redirects to it. When a custom domain (one you connected or bought) is your store's primary address and has reached Active, a visit to your free BillionBiz address is sent to the custom domain with a permanent redirect (301), and the page path and query string are kept: yourstore.billionbiz.store/products?page=2 opens yourbrand.com/products?page=2. Only page visits are redirected. Requests that are not GET or HEAD, /api/ calls, built assets and crawler files such as robots.txt still answer on the free address, so forms and integrations keep working. There is no redirect while the custom domain is not yet Active, is not the primary, is a bought domain that is restricted, or when the primary is itself a BillionBiz address. To stop the redirect, make the free address primary again with Use my BillionBiz address or remove the custom domain.

If you navigate away with an unsaved address change, the unsaved-changes dialog lets you stay or discard it. Changing text without saving does not change your store's saved address.

The storefront status banner (classic Overview)

Screen: Online Store → Domains → Overview (classic admin). Above the free-address panel a banner headed Your storefront shows where your store is live and how healthy the connection is. It reads Currently live at followed by the address, with a Visit storefront link icon beside it and a Visit storefront button on the right; both open the address in a new tab. Until a free address has been saved the banner shows a yourstore placeholder address that is not a link. The banner has three chips, worked out from the saved custom-domain status (it is a summary of the saved status, not a live check):

The banner tints green when SSL and DNS are healthy, amber while either is provisioning or pending, and red otherwise. The BillionBiz subdomain chip is the normal state for a store with no custom domain; it is not a warning. If the chips say DNS Pending or DNS Failed, open My domains, use Verify DNS and Test configuration on the domain, and fix the DNS record at your provider. The new skin has no banner: its cards carry the same information as Verified / Pending / Failed pills (see below).

The free-subdomain card (new skin)

In the new skin the free address is a free subdomain card with the label your address.

• Not saved yet. A Not set yet pill and a Set up button show. Set up opens the field for the prefix (the hint reads lowercase letters, numbers and hyphens only.). Use save to store it, or cancel to leave without saving.
• Saved. The address is a link. A Primary pill and an SSL active pill show, and only for an address that exists. visit opens the storefront, copy copies the address (the button reads copied afterwards) and edit reopens the prefix field.
• Troubleshooting. If save does nothing, the prefix is empty or unchanged. If the card still says Not set yet, no address has been saved, so there is nothing for customers to visit yet.

If Overview warns Your store is not connected, the primary custom domain is not yet pointing at your store. Click Fix to open My domains, then use Verify DNS or Test configuration on that domain.

Connect a domain you own

Screen: Online Store → Domains → Connect a domain you own, with Scope → Store selected if the selector is visible.

What you can type. The field accepts a pasted address and cleans it when you click away: it drops https://, any page path, query or port, a username, a trailing dot and a leading www., lowercases the name, and converts an international name to its punycode form. For example https://www.Shop.YourBrand.com/products is saved as shop.yourbrand.com. Save stays disabled while the text is not a valid hostname or equals the domain already saved. Two red hints can appear under the box:

Remove the connection. Once a domain is saved, a delete icon (tooltip Remove custom domain) sits beside it, both when the domain is verified and while it is still pending. Click it to open Remove this domain?, which reads yourbrand.com will stop serving your store, and your store goes back to its BillionBiz address. Cancel closes the dialog; Remove detaches the domain. A domain connected at another provider can also be removed from its row in My domains (see Manage My domains); that dialog is shorter and, for the primary domain, adds the Switch my store back to my BillionBiz address checkbox. Removing the connection does not delete the DNS record at your provider; delete that yourself.

Removing a domain that is still pending or failed. The delete icon works the same way for a domain that never became active (status pending or failed after saving). Remove deletes it completely: the hostname stops being checked, it leaves My domains, and it does not come back when you reload the page. Nothing else on your store changes, and any other connected domain that is already active stays as it is. You can enter the same domain again later if you want to retry. If a removed domain still shows after you click Remove, refresh the page (see Why does a removed domain reappear?).

The custom-domain card (new skin). In the new skin the same flow lives on a custom domain card headed connect a domain, with a status pill (Verified, Pending or Failed) once a domain is saved.

• Plan gate. On a plan without custom domains the card shows custom domains are a paid feature and Connect your own domain on the Starter plan and above. Upgrade to point a .com or .in at your store. instead of the input.
• Step indicator. Above the form, Step N of 3 names the stage, with the list connect, DNS, verify. It reads Step 1 of 3 until a domain is saved, Step 2 of 3 once it is saved but not yet verified, and Step 3 of 3 when it is verified or while a check is running.
• Before verification. The block headed finish setup / add these DNS records says Copy each value into your domain registrar's DNS settings, then verify. Its table has the columns type, host and points to, with a CNAME row for www and an ALIAS / ANAME row for @ (the bare root), each with a copy button. The note DNS changes can take up to 48 hours to propagate. Most resolve within an hour. sits beneath it, followed by the root-domain guidance and the reason a plain A record is not offered.
• Buttons while pending or failed. resume verification re-runs the DNS check on the saved domain (it reads verifying… while it runs and is disabled meanwhile). test configuration opens the diagnostic dialog. remove domain (removing… while it runs) detaches the domain.
• Once verified. The card shows your custom domain is verified and live. with test configuration and remove domain.
• Removing. remove domain opens the same Remove this domain? dialog described above; Remove confirms. A success toast reads Custom domain removed; a failure reads Failed to remove custom domain, and the domain stays saved.
• Troubleshooting. If you do not see the input, check the plan gate. If Step 2 of 3 does not advance, the DNS record is not visible yet: wait for propagation, then press resume verification again.

The setup timeline (classic admin). After you save a domain that is not yet verified, classic admin shows a three-step guide headed Set up your domain. Each step carries an In progress badge while the saved domain is pending or failed (the guide shows only once a domain is saved). Once the domain is verified the whole guide is replaced by the success note described below; no Done state is shown.

Beneath the timeline, Root domain (page.com with no www)? repeats the guidance for the bare root: the www CNAME is the reliable path, and for the root either use Forward / Redirect at your provider or a CNAME flattening, ALIAS or ANAME record pointing at the same target. When the domain is verified the timeline is replaced by Your custom domain is connected and serving traffic. with the live address, Test configuration and the delete icon.

If the plan check fails. When BillionBiz cannot work out whether your plan allows a custom domain (a network or server problem, not a refusal), the panel shows an amber alert, We could not check whether your plan allows a custom domain. Try again in a moment., with a Retry button, instead of the input or the upgrade message. Click Retry; if it keeps failing, reload the page or contact support. This is different from the upgrade message, which means your plan really does not include it.

A verified connection lets customers reach the store at your own hostname. Check the saved status and open that hostname before sharing it; saving or seeing a successful diagnostic alone is not confirmation that the customer address works.

Manage My domains

Screen: Online Store → Domains → My domains. Connected-domain rows show the hostname, Primary when selected (a domain you connected yourself whose DNS is not yet verified shows an amber outlined Pending verification chip instead, because it cannot serve the store yet), a source chip, and their DNS status. The source chip reads Your domain for a domain you connected yourself and Bought with BillionBiz for one bought here (older screens labelled the first one Connected). A failure reason can appear below the row. Bought-registration rows use a separate registration status, expiry, and automatic-renewal preference; the management rollout adds Manage domain to open registration details. See the coming-soon guides below for that rollout.

Messages in My domains. Actions confirm with a toast: Domain re-checked (a Verify DNS completed), Primary domain updated (Make primary), Domain removed (Remove). If a check finishes but the DNS record is not found, the toast reads DNS is not pointing at your store yet. Failures read Could not verify the domain, Could not change the primary domain or Could not remove the domain, and the list is left as it was. While the list refreshes in the background it can show Showing your saved domain details while they refresh in the background. above the rows; the details are then the last saved ones and update on their own. If the list cannot load it shows Could not load your domains. with Retry. With no connected domains the empty state reads No custom domains yet. Connect one you own from the "Connect a domain you own" tab. A bought-domain card shows its expiry as **Expires: ** followed by the date.

These row actions apply to domains connected at another provider. In the management rollout, bought registrations use Manage domain instead of these core connection controls. Actions on a connected-domain row are disabled while its change is in progress or in a support session. An empty list means no custom domains are listed; use Connect a domain you own to add one.

When removing the primary domain, keep Switch my store back to my BillionBiz address selected if you want the free address to become primary. Cancel closes the confirmation; Remove confirms the detachment. Removing a connection stops that hostname serving your store; it does not cancel a domain registration or issue a purchase refund. For a domain connected at another provider, remove the corresponding DNS record there too.

Domain orders

Screen: Online Store → Domains → My domains, at the bottom of the tab under your domain cards. Domain orders is a panel inside the My domains tab, not a tab of its own. It looks and sits the same in the classic (v1) and new (v2) admin skins. The panel lists every domain purchase you have placed, so a failed or refunded order stays visible after it leaves the Buy a domain tab.

1. Open Online Store → Domains → My domains as the store owner or a store admin and scroll below the domain cards to Domain orders.
2. Each row shows the domain name, then a grey line Order DOM-XXXXXXXX, then a line with the order date, the period (1 year or 2 years) and the amount paid, then a status chip such as Registered or Refund pending.
3. If the order was refunded or is being refunded, an extra line under the summary shows the refund state (see the table below).
4. Click View to open that order's progress screen inside My domains (the address gains ?tab=mine&order= and the order id), with all the messages described in Follow order progress. The screen's leave button reads Back to My domains.
5. Click Download invoice to save the invoice as your-domain-invoice.pdf. The button appears only on an order that already has an invoice, and is disabled while the file downloads. On an order with no invoice yet, the row shows a grey Invoice being prepared line while the invoice is in preparation, or the blue alert Your GST invoice is taking longer than usual. It'll be emailed to you. when it is delayed. If the download fails, a toast reads Could not download the invoice. Try again.

Edge cases.

• The panel is shown to the store owner and to store admins, so an admin who bought a domain can follow its order. Staff accounts, and a support session that is not acting as the owner or an admin, see My domains without it.
• Quotes you never paid for are hidden: an order still at the quote stage, or one whose price lock expired before payment, never appears here, so the list shows only orders you actually paid for or that reached registration or refund.
• With no paid orders the panel reads No domain orders yet. Domains you buy will be listed here with their payment and refund status.
• If the list cannot load, a yellow alert reads Could not load your domain orders. with a Retry button.
• Order DOM-XXXXXXXX is the order's display reference: DOM- followed by the first 8 characters of the order id, in capitals. The same reference appears in your domain emails, so you can match a row to an email. It is for display and for quoting to support only: it is not a link, and the full order id is not shown.
• A multi-year order shows as 2 years, 3 years and so on; a single year shows as 1 year.

Open a bought domain's details

Screen: Online Store → Domains → My domains → a bought-domain row. Each bought domain is a card showing its name, status, expiry, automatic-renewal state and a bound-to chip: On your store, On site: your site name, Not attached yet (a hosting-only domain waiting for a site) or Not connected. Open the details in any of three ways: click Manage domain, click anywhere on the card that is not a button or link, or Tab to the card and press Enter or Space.

A suspended domain is the exception. Its card shows a red Suspended pill and a View order button instead of Manage domain, and clicking the card (or pressing Enter or Space on it) opens its order screen rather than the details page. There is nothing to manage on a suspended domain; the order screen explains the state and carries a Contact support link. Use Back to My domains to return. See Why does my domain order say it is suspended?.

A bought domain that is not registered yet also shows only View order. This covers the statuses Paid, Queued for registration and Registering: payment has been taken, but the registrar has not issued the domain. The card keeps its name and status pill and drops everything that belongs to a registered domain: there is no Manage domain button, no Expires: line, no automatic-renewal line, no bound-to chip and no connection notice. Click View order (or the card) to open the order screen and its progress steps. Manage domain, Expires: and the automatic-renewal line appear only once the domain is registered (status Registered and beyond), which usually happens soon after payment, once the registrar confirms. Refresh My domains after the order reaches Registered. See Why does my domain show View order instead of Manage domain?.

A bought domain whose order ended without a registered domain behaves the same way. This covers the order statuses Payment failed, Registration failed, Domain order failed, Refund pending, Refunded, Transferred out and Deleted by the registry. The card keeps its name and status pill (for example Refunded) but drops the Manage domain button, the Expires: line, the automatic-renewal line, the bound-to chip (On your store, Not connected and so on) and any connection or SSL notice. It shows View order instead, and clicking the card opens the order screen with its refund message. See Why does my domain show View order instead of Manage domain?.

If you open a domain that has no registration

The cards above never lead you to the tabs, but a saved link or bookmark to the details page of such a domain still can. In that case the page does not show Overview, DNS records, Nameservers, Contacts or Security & transfer, because there is no registration to edit. The same applies to the classic and new admin skins.

There are no DNS, contact, nameserver, renewal or transfer controls on this page, enabled or disabled. Those controls return only for a domain that has a live registration; to get a name back after a refunded or deleted order, buy it again from Buy a domain.

You can manage a domain on most endings, including less common ones such as .xyz. An ending that needs no extra registrant details and has no specific rules set by BillionBiz is managed with the standard international (gTLD) limits (.in endings are the exception, see Domains that need eKYC): all the usual DNS record types, registration terms of 1 to 10 years, renewal and transfer, and an ownership-approval step when you change the registrant's details. Endings that do need extra registrant details (for example .us, .ca, .uk, .eu or .de) are managed here only where BillionBiz has set rules for them; otherwise the details page shows a red alert instead of the tabs. See Why does a domain say it is temporarily unavailable on our side?.

At the top of the details page the domain name is followed by its status as a coloured pill, using the same colours as My domains. Green means registered or live, grey is work in progress, amber needs your attention (for example verification pending), and red is a broken connection or a failed order.

The details page has the tabs Overview, DNS records, Nameservers, Contacts and Security & transfer. This section covers what Overview shows.

• Download invoice. Appears under the registration facts once the order has an invoice. It saves your-domain-invoice.pdf. If it fails, the toast reads Could not download the invoice. Try again.
• Offline banner. When your subscription is suspended, a blue banner at the top of Overview reads Your storefront is offline because its plan is inactive. You can still manage and renew this registration. (see When your subscription is suspended). The domain pages keep working; only the storefront is down, so restore the plan to bring the store back.
• Renewal history. A list of this domain's renewals, newest first, each with the date, period, amount and a status chip: Processing, Renewed, Payment failed, Refund on its way or Refunded. A renewal the registrar is still checking also shows Under review with the note Checking with the registrar — nothing to do; contact support if needed. Once the list reaches 50 renewals it ends with Showing your latest 50 renewals., so older ones are not listed. A renewal that has an invoice also shows Download invoice. The whole panel appears once the domain has a renewal that is in progress, paid, failed at payment, or refunded or being refunded. Quotes and cancelled attempts never appear. See renew a bought domain.
• Registry verification. Shows one row for the registry's ownership check and, for endings that need it, a second row named NIXI / eKYC. The eKYC row is hidden when the registry reports it as not required, and for an ending such as .com that has no eKYC state at all. If you expect an eKYC row and it is missing, your domain's ending does not use it.
• Store connection. The panel with the controls that connect the domain to your online store, for example Connect to store, Make primary, Reconnect, Disconnect from store (store owner, domain currently on the store) and Use my BillionBiz address. Use on store appears for a domain held as waiting for a site when your account has an online store plan. Make primary works only when the domain is connected, its HTTPS is ready, your own Razorpay gateway is connected, verification is complete and the registration has not expired. A blue payment-gateway alert with a Set up your payment gateway link shows here only after a connect or verification attempt on this domain finds no usable payment gateway; once your own Razorpay gateway is connected it clears by itself within a few hours, or straight away when you select Reconnect. The panel is not shown on an account that has a hosting plan and no online store. When the domain is attached to one of your hosted sites, the panel is replaced by the note your-domain is attached to your site your-site. Detach it from the site first. and, when the site's id is known, a Go to site link under it.
• Automatic renewal payments. See When your subscription is suspended for what a suspended plan allows.

The status pill text comes from the order's stage. The labels you can see on a bought domain or its order are:

Status pills are coloured by meaning, in My domains and on the order screen alike: green for a registered or live domain, neutral grey for work in progress, amber when something needs your attention soon (verification pending, waiting for your payment gateway, renewal due, grace period), and red for a failed or suspended order.

When a bought domain's store connection is broken, the status chip reads Connection broken (red) in the My domains list and on the domain's details page alike, in place of its order status while the order is connecting or live. The chip clears once the connection recovers; a single successful background check is enough to reset the broken-domain count.

On a My domains card, the connection status line appears only when it applies: the domain is on your store and its HTTPS is not ready yet, the connection is broken, or it is waiting for your own Razorpay keys. A domain that is not on the store shows no checking text, and the own-Razorpay prompt clears by itself within a few hours of connecting your own gateway keys, because BillionBiz re-checks connected and broken domains about every 6 hours. Select Connect to store (or Reconnect) to re-check immediately.

Who can do what with domains

A store admin who buys a domain can follow the order, but the bought domain's management pages stay owner-only, so the owner has to connect it. A blocked action answers Only the store owner can manage domains.

Buy a domain

Screen: Online Store → Domains → Buy a domain, with Store selected. Domain purchasing is available when enabled for your store. The store owner and store admins can search, buy and pay. Staff accounts cannot buy. Everything after the purchase (connecting, DNS, nameservers, contacts, renewals, transfers and the rest of domain management) is owner-only; see Who can do what with domains.

Search remains usable while purchase eligibility is being checked or an upgrade is required. Buy is disabled while the check is pending or fails. When your plan is ineligible (for example a trial), prices still show on every available result but no Buy button appears. In its place each available row shows a muted padlock icon with the grey link text Upgrade to buy, which opens the plan-upgrade view of Settings → Billing. An upgrade card above the search box, headed Make your domain part of your store (Free SSL · Automatic DNS setup · Renewals), carries an Upgrade Now button to the same place. Either link takes you to billing; nothing is charged by clicking it. Taken results are unchanged. After upgrading, reopen this tab so eligibility can be checked again.

Trial and free-plan stores cannot quote or pay until upgraded; a suspended or unpaid plan is also ineligible. Quote and checkout requests rejected by this gate return 402 with DOMAIN_PLAN_UPGRADE_REQUIRED.

A store marked complimentary or non-billable is an eligibility exception and can buy without a paid subscription while that grant stands. The domain purchase still has its own quoted charge; the exception does not make the domain free.

Search and choose a name

Limitation: accented and non-Latin names. Names that use accented or non-Latin letters, in the name or in the extension (for example münchen.in, a name written in Devanagari, or an extension such as .भारत), are not supported for search or purchase yet. The quote and checkout steps refuse them too, so a name like this can never reach payment. Use the English spelling and a Latin-letter extension.

Premium-priced and early-access names are not buyable in this flow. When the registrar flags them, the exact-match card says Premium name, not sold here or Early access name, not sold here and lists Closest available: names instead of a premium checkout. Couldn't check means availability is unknown, not that a premium quote is available.

Endings that never appear in search. Two kinds of ending are kept out of the results, the Also sold: row, More endings (N) and the suggested names, so they are never offered to you:

• adult and gambling-type endings (for example .adult, .xxx, .casino, .bet);
• endings whose first-year price is above ₹25,000 (before GST).

If you deliberately type one of these endings yourself, for example yourbrand.casino, BillionBiz still searches that exact name and shows its availability and price like any other result. It is only never suggested.

Suggestions below the results. When your search is a single name rather than grouped results, extra names appear in a list under the main results. The list is headed You might also like; when the exact domain you typed is taken, it is headed See similar available names instead. Each row works like any other result: Buy opens checkout.

Who sees the Buy tab. Only the store owner and store admins can search and buy. Anyone else sees Buying domains is available to store admins and the store owner. Ask a store admin to buy a domain. in place of the search box. In a support session the search is read-only (This is a support session: searching and buying are read-only.).

The price countdown. In the checkout drawer, under Registration period, the line Price held for followed by a minutes:seconds countdown shows how long the quote lasts. At zero it turns red and reads Price expired; a warning bar then reads The price lock has run out. Get a new price to continue. with a Get a new price button, and the fields and Pay are disabled until you fetch a new quote.

Review the quote and registrant details

A quote locks the displayed registration price for 15 minutes. It does not reserve the name at the registry. The drawer shows Registration period, a price-lock countdown, contact fields, consent checkboxes, and the final amount. The period choices are 1, 2, 3, or 5 years, restricted to the selected extension's supported range. Changing the period fetches a new quote. Close dismisses the drawer; closing it does not cancel an already-created payment order or refund a payment.

When the countdown reaches Price expired, fields and payment are disabled. Click Get a new price to refresh the quote, then review the new amount. A quote failure shows Could not get a price for this domain. with Retry. If the price takes longer than 5 seconds the drawer adds Still fetching your price. The registry is responding slowly, please wait. A name that is no longer available shows This domain is no longer available to register. without Retry and must be replaced. If the quote fails because BillionBiz has no confirmed tax and price setup for that purchase, the failure is reported straight away instead of after a series of silent retries (previously about ten seconds); Retry will keep failing until support fixes the setup, so contact support. If checkout says your plan needs an upgrade, purchase pauses and the upgrade prompt appears instead of payment.

Checkout also has an optional Renew automatically every year… consent checkbox. Leave it unchecked if you do not want to save that preference.

Pay with Razorpay

If the payment window cannot load, check your connection or ad blocker and try again. A failed payment displays its reason; in the in-app dialog a decline reads Payment didn't go through with Check your details and try again, or choose another payment method. If the dialog says Payment received, but verification failed. Retry verification without paying again., the money was taken: click Retry verification, do not pay again. If the payment goes through but BillionBiz cannot confirm it straight away, the drawer stays open with a warning titled Payment not confirmed yet. It sits at the top of the scrollable form, above the fields, and reads We could not confirm your payment yet. If money was taken, the order updates automatically once the bank confirms. Do not pay again. Click Check order status in the warning to open the order progress screen. Pay stays disabled for as long as the warning is showing, so you cannot be charged a second time for the same order. A failed attempt can still be followed by a successful captured payment on the same open order, so do not treat a failure message as proof that your bank was never debited. If your bank shows a debit, keep the payment reference and ask support to check the existing order before making another purchase.

An unpaid or failed checkout is eventually closed if payment does not complete; its default timeout is two hours and can vary with platform configuration. A fresh quote also supersedes the older failed-payment order. If a payment is captured after that older order has closed, the verified matching payment enters the refund path rather than starting a second registration. A capture whose amount does not match the order needs support review; it is not automatically accepted or blindly refunded.

When checkout stops before payment

Some country and restricted domain endings are checked against your registrant contact before you are asked to pay. When you click Pay, checkout can therefore stop with one of three messages in the drawer. For the first two, no payment window opens and nothing is charged. The third is different: an earlier order may already exist, possibly already paid, so check My domains before paying again.

Other checkout failures use their own messages, such as Check the highlighted fields. and Could not start the payment. Try again.

Follow order progress

The progress bar is Paid → Registering → Connecting → Live. Read the status message beneath it: the bar's Connecting position can also mean Registered, connecting soon, which confirms registration but does not confirm that customers can use the address.

Under the domain name, a grey line shows Order DOM-XXXXXXXX, the same reference shown in Domain orders and on the invoice PDF. Quote it to support when you ask about the order.

Registry failures and the contact-details retry. For both registry causes above, the message follows the refund through three wordings (payment is being refunded, refund is on its way, payment has been refunded), and the raw text from the registrar is never shown. When the cause is The registry rejected the contact details or the missing phone number, a button appears next to Back to search while the order is in registration failed, refund pending or refunded. While the order is still in registration failed (before the refund starts) it reads Edit contact details and retry. Once the refund is pending or done it reads Edit details and buy again, with the note The refund for this order continues separately. Buying again is a new purchase and a new payment. Click it to leave the order screen and reopen the checkout drawer for the same domain with a new quote; correct the registrant fields (for example a wrong phone, address or PIN code), accept the consents and pay again. The earlier payment is refunded separately and is not reused; buying again is a new payment. For the missing phone number, enter a full number starting with + and the country code. The button does not appear for other failure causes.

Download invoice. Once the order has an invoice, a Download invoice button appears on the order screen next to the leave button (Back to search, or Back to My domains when you opened the order from My domains). Click it to save the invoice as a PDF named after the domain (for example yourbrand.in-invoice.pdf). The button is disabled while the download is running. If the file cannot be fetched, a toast reads Could not download the invoice. Try again. and you can click again. If the button is missing, the order has no invoice yet; reopen the order later. Instead of an empty slot, a grey line under the status says why:

The platform sends the invoice state with every order. Refunded orders show no invoice line at all. An order that is on hold shows Your invoice is issued once registration completes. instead of Invoice being prepared, so the line never spins while the order waits for our team (see Registration on hold). Two older lines appear only if the platform sends no invoice status: Your invoice is issued after the registration completes. We will email it to you. (paid, queued or registering) and No invoice is issued for this order. Your payment was refunded. (refund pending or refunded).

When the invoice is taking longer than usual and there is still nothing to download, a blue alert shows on the order screen: Your GST invoice is taking longer than usual. It'll be emailed to you. Nothing is needed from you; Download invoice appears once the invoice is issued.

What the invoice PDF shows. Besides the invoice number, issue date and status, a domain invoice has an Order row with the order's DOM- reference (the same reference as in Domain orders and your emails), and the line item names the real domain with the number of years, for example yourbrand.com (2 years), with the year count as the quantity. Plan invoices have no Order row and keep their plan line.

What happens to your money when someone beats you to the name. The first message says your payment is being refunded; once the refund starts, the name-taken message changes to Someone just registered this domain. Your refund has been issued. and stays that way through Refund pending and Refunded, including on a fresh load of the order page. The refund screen does not show an amount or a refund reference, so keep your payment reference from Razorpay. If it stays on refund pending, contact support with the domain and that reference.

A definitive registration failure has a full-payment refund path, including a name taken after payment or registrant details rejected by the registrar. A temporary registrar outage can keep an order registering while it retries; it is not by itself confirmation that registration failed. A payment success screen alone cannot establish registry ownership.

Refund confirmation is separate from registration failure: Refund pending continues until the payment provider confirms processing, and a failed refund can remain pending with a failure reason. Detaching a store connection does not cancel or refund a registered domain. If a refund remains pending or its failure reason is shown, contact support with the domain and payment reference.

Where the order screen lives. The order progress screen is part of My domains. After you pay in checkout, the drawer closes and the page switches to Online Store → Domains → My domains showing the order, with the address ?tab=mine&order= followed by your order identifier; keep that address to reopen the same screen after a reload. The leave button reads Back to My domains and returns to your domain list. The Buy a domain tab shows nothing for an order, and an old ?tab=buy&order= link is moved to My domains automatically. Edit contact details and retry (and Edit details and buy again) takes you back to Buy a domain with checkout open for the same domain.

How often it refreshes. While an order stays in the same in-flight state, the screen checks every 5 seconds for the first 2 minutes, every 30 seconds up to 10 minutes, then every 5 minutes. A change of status restarts the schedule, and refreshing pauses while the browser tab is hidden. An order waiting for registry verification (Registered. Waiting for the registry to verify your details.) starts on the 5-minute schedule because verification can take days. After 30 minutes in one state the screen stops refreshing and shows an amber notice, Taking longer than usual. We have stopped refreshing automatically. If it does not move soon, contact support and quote your order reference., with a Contact support email link and a Check again button that restarts the schedule. For a verification wait the notice is blue and reads We have stopped refreshing automatically. Registry verification can take a few days. Check again whenever you like., with only Check again. Automatic refresh also stops at registration completion or a final payment/refund/price-expiry outcome. A failed initial load offers Retry; We could not find this order means you should check that you opened the correct store and saved order link.

Domains that need eKYC (.in and .bharat)

Which endings: .in, every .xx.in ending (for example .co.in), .bharat and .भारत. A .com and other global endings have no eKYC step.

Who verifies: the domain owner (the registrant whose name and email you entered at checkout). Neither BillionBiz nor the registrar can complete it for you.

Before you pay. Search shows the eKYC required badge on these results. Select Buy; in the checkout panel, just above the registration agreement checkbox, a blue note reads that these domains need identity verification (eKYC) by the domain owner, that the registry emails the registrant a verification link after purchase, and that until it is done the domain may be held. Domains without the badge show no note.

After you pay:

1. The registry (or its verification partner) emails a verification link to the registrant email. Check spam; this message is separate from BillionBiz's own emails.
2. The registrant opens the link and completes eKYC (usually completed via DigiLocker/Aadhaar).
3. Open Online Store → Domains → My domains → Manage domain → Overview → Registry verification. The NIXI / eKYC row shows the current status: Pending verification, Pending partner confirmation — resend is unavailable, Verified or Verification failed (Suspended pending verification if the registry suspended the domain). Click Refresh details to re-read it.

Resend verification. Appears under the NIXI / eKYC row while the status is pending, suspended or failed. After a resend the page shows You can request another email after a time (about a minute later) and the button stays disabled until then. It is also disabled in a read-only support session, while another change is in progress, and while the status is Pending partner confirmation: wait for the partner outcome instead.

Third-level .in endings (for example .net.in, .firm.in, .gen.in, .ind.in, .org.in) are managed the same way as .in and .co.in: the resend button under NIXI / eKYC is available, and the ICANN-style registrant-email resend and the ownership-approval warning on registrant changes (which apply to .com-type endings) are not.

If it is not completed. The domain may be held until eKYC is complete. Connect to store, Make primary and Reconnect stay disabled until both checks, Registrant email (ICANN RAA) and NIXI / eKYC, read Verified or Not required (see Complete registry verification).

Didn't get the email? Confirm the registrant email in the domain's Contacts tab is one the owner can read, check spam, then click Resend verification once the wait has passed.

Registration on hold

What you see: the order stays at Registering on the progress bar, an amber status line reading Needs attention: our team is verifying this registration with the registry and an amber notice titled Needs attention appear under it. The notice reads Payment received. Registration is taking longer than usual; our team is checking it, and you don't need to do anything. We'll email you within 5–7 working days with either your domain or a refund. When it appears depends on why the order is held. If the registrar accepted the registration but has not activated it, the notice appears about 30 minutes later, so a merely slow registration shows the plain Registering step for its first half hour (the 30 minutes is approximate, because the platform checks the order on a timer). If the registrar's answer to the submission was lost or unclear, the notice appears as soon as the platform notices, on the order screen and on the Domain orders row alike. If the platform itself hits a fault, or keeps failing internally while it checks a submitted order, the notice appears as soon as the hold is raised, which can be within about 15 minutes. Once it appears it stays until the order is registered or resubmitted. The same notice shows on the order's row in Domain orders, so you see it without opening the order. The wording is fixed, and raw text from the registrar is never shown. It is a warning, not a red error, and the order does not move to a refund. No retry, edit or refund button is offered; the invoice line reads Your invoice is issued once registration completes. An ordinary Registering order, one that is simply in progress, shows none of this: no notice, and Invoice being prepared as the invoice line.

What it means: a step on BillionBiz's side needs a fix from our team before the registrar can complete the registration. It is not a problem with your contact details or your choice of name. Your payment is kept against this order, the order is not marked Registration failed, and no refund starts. The platform keeps retrying automatically in the background, and if it still cannot finish, support steps in and completes the registration on the same order. A registration can be held for up to 5–7 working days; what you receive depends on the cause. When the registrar accepted the registration but has not activated it, the notice comes first (after about 30 minutes) and the Your registration for yourbrand.com is taking longer than usual email follows after roughly a day on hold. When the registrar's answer to the submission was lost or unclear, the notice appears as soon as the platform notices and the email follows after about a day. When the platform raises the hold itself, or keeps failing internally while checking a submitted order, the notice and the email arrive together, straight away, which can be within about 15 minutes. The normal registered email or a refund arrives when it is settled.

What to do: nothing. Keep the order page open or reopen it from your saved order link; it refreshes while the tab is visible, and the notice goes away when the order moves on. Do not buy the same name again, because the existing payment is still held for it. If the notice stays for a long time, contact support with the domain and your Razorpay payment reference.

How it differs from a failed registration. A failed registration changes the order to Registration failed, shows a refund message such as We could not register this domain. Your money is being refunded., and refunds the full payment (see the messages above). On hold, the order stays Registering, the notice is amber, and the payment is kept for the registration to finish. The contact-edit button (Edit contact details and retry while the order is in Registration failed, Edit details and buy again once the refund is pending or done) appears only when the failure cause is rejected contact details or a missing phone number, so it does not appear on hold.

Use a bought domain on a hosted site

Hosting-only accounts. If your account has a hosting plan and no online store, a domain you buy has no store to connect to. After the purchase completes, BillionBiz holds it as Not attached yet — attach it to your site instead of connecting it. It does not serve anything until you attach it to a site, as described below. Accounts with an online store connect the domain to the store as usual.

A domain you bought with BillionBiz can serve one of your hosted sites. You attach it from the site's domain panel; BillionBiz links the domain to the site; the dialog then tells you whether its DNS records are set or still being set up. BillionBiz manages a bought domain's DNS, so you never add a CNAME record yourself.

Screen: Online Store → Domains → Scope → your site's name (the site's domain panel; hosting-only accounts open it from Hosting → Domains). The same panel is the Domains tab inside the site's detail page. Sign in as the store owner: the Use a domain you bought section is shown only to the owner, and only when you have at least one bought domain that is registered, connecting, live or waiting for registry verification.

You can also start from the order: when a bought domain is waiting for a site, the order screen shows Not attached yet — attach it to your site instead of a status line, with an Attach to a site button that opens the same dialog. Choose the site there and click Attach.

Detach it again. On the same row, click Detach from site. The dialog Detach this domain? says the domain will stop serving this site and that you can attach it to a site again afterwards. Click Detach from site to confirm or Cancel to keep it.

If the dialog says we're still setting up the DNS records. After a successful attach the dialog always shows one of two DNS lines, in both the site's Use a domain you bought section and the order screen. DNS records for your-domain are set. Your site will be live shortly. means the records are in place. We're still setting up the DNS records for your-domain. No action is needed from you; this usually finishes within a few minutes. appears in a blue info box and means BillionBiz is still finishing them in the background. In both cases the green line your-domain is attached to your site. above it confirms the attach itself worked. Click Close, wait a few minutes, then follow the status chip in the site's domain list. There is no CNAME to copy for a bought domain. The dialog does not state a time limit beyond "a few minutes"; do not rely on a specific delay.

If DNS setup fails. When the domain is linked but its DNS records could not be finished, the dialog shows Your domain is linked to the site, but we couldn't finish setting up its DNS records. Try again — nothing is lost. and the Attach button becomes Retry. Click Retry. On detach, We couldn't remove the site's DNS records. Try again. turns the confirm button into Retry the same way.

If a yellow warning says we couldn't finish setting up DNS. If BillionBiz gives up setting up the DNS records for a domain attached to a hosted site, the warning We couldn't finish setting up DNS for your-domain. Try attaching it again, or contact support. appears in two places: under the domain's row in Use a domain you bought (on the site the failed attach was for only; when no site is recorded, for example after a failed detach, it shows on every site's panel), and at the top of the Overview tab of the domain's details page. To fix it, detach the domain with Detach from site and attach it again, or contact support if it returns. The warning clears when a later attach or detach of that domain finishes its DNS work; closing the dialog does not clear it.

After you detach. If the registrar's DNS records are still being removed when you confirm Detach from site, a blue notice at the top of Use a domain you bought reads Domain detached. We're still removing its DNS records — no action needed. The domain is already detached and can be attached again; close the notice with its x. It does not reappear after you reload the page.

Messages you may see when attaching.

When your subscription is suspended

A suspended subscription normally replaces every admin page with the subscription lock screen (except Settings → Billing). The Domains pages are an exception, so you can still look after domains you already own.

Turning automatic renewal on and setting up, confirming or cancelling a payment mandate are also blocked while suspended, because they authorise future charges. On the domain's Overview, the Automatic renewal preference switch can only be switched off, and the Automatic renewal payments panel shows Your subscription is suspended, so new payment mandates and automatic renewal can't be turned on. You can still turn automatic renewal off. Existing mandate details stay readable.

Domain search and price quotes are part of the purchase path, so they are unavailable while suspended too: you cannot look up a name or get a quote until the plan is active again. Viewing orders is read-only; starting a purchase is not allowed.

Buying: Buy a domain tab. On the Buy a domain tab the domain-ending list and the search do not show a toast. Instead a yellow banner appears in the search panel reading Your subscription has expired. Renew your plan to search for and buy domains., with a Go to billing button that opens Settings → Billing.

Other blocked actions. When you try another blocked action (for example attaching or detaching a site, or verifying a payment), the page stays open and a red toast reads Your subscription is suspended. You can view and renew your domains, but this action needs an active plan. Nothing is changed. Reactivate your plan in Settings → Billing, then repeat the action. Vendor users see a different toast (This store's plan is inactive. Please ask the store admin to renew.).

Emails you will receive

BillionBiz emails the store owner about domain events. Each email carries a button that opens the domain in My domains (or a payment or setup page for the ones that need payment). The order emails (Payment received, We could not register, both refund mails and taking longer than usual) instead open the order view at Online Store → Domains → Buy a domain with that order already open, so they work even when the order never reached the registrar. The renewal invoice email links to the invoice. The purchase emails (yourbrand.com is registered and the verification-needed variant) carry your GST invoice link; it opens your order view, where Download invoice appears once the invoice is ready. If the invoice is not ready when the mail is sent, the mail says it is being prepared and will appear on the domain page. The domain emails carry a footer line, Questions? Write to contact@billionbiz.store; quote the domain name and the DOM- order reference. Where a domain email offers a support link, the link opens BillionBiz support when one is available; otherwise it opens Online Store → Domains, so no email has a dead link. The subject shows your domain name where yourbrand.com appears below. If you do not receive one, check your spam folder first.

Emails about automatic renewal (Upcoming renewal payment for yourbrand.com, Automatic renewal payments are enabled, Automatic renewal payments are disabled) only apply once automatic renewal payments are available, so you will not receive them today.

Troubleshooting: why don't I see X?

Why don't I see Overview or Connect a domain you own?

Your account is hosting-only: it has hosted sites but no online store, so the store-only tabs are hidden. You will see My domains and Buy a domain (and Site domains after picking a site in Scope). To connect a domain you already own to a hosted site, choose the site in Scope, then use Site domains; see Connecting a Custom Domain (Hosting).

Why can't I find Domains in the sidebar?

Accounts with a store find it under the storefront section. Hosting-only accounts find it under Hosting → Domains (new admin sidebar: hosting → Domains). It is listed only when your plan includes hosting.

Why does a suspended account see a toast instead of the lock screen on Domains?

See When your subscription is suspended. Blocked actions show a red toast. The one exception is the Buy a domain tab's domain-ending list and search, which show a yellow banner with a Go to billing button instead; a price quote or checkout attempt on that tab still shows the toast. Viewing, renewing and DNS are open; buying, connecting, Make primary and Verify DNS need an active plan.

Why don't I see the store tabs or Buy a domain?

Check Scope. A hosted site shows its connection panel rather than store tabs; choose Store. Use Online Store → Domains, or the direct path above, rather than looking for the former separate Buy Domain menu entry.

Why don't I see Scope?

The selector appears only with hosting access and at least one hosted site. Without those, you are already in the store view.

Why does search say accented or non-Latin domains aren't supported?

What you see: after you search a name with a letter such as ü, é or अ, or an extension such as .भारत, a blue notice reads Internationalised (non-English letter) domain names can't be bought here yet. Try the English spelling, e.g. munchen.in No prices, no Buy buttons and no Retry button.

Why: buying domains with accented or non-Latin letters, in the name or the extension, is not supported yet, so the search stops before checking any availability.

What to do: type the English spelling and a Latin-letter extension (munchen.in instead of münchen.in) and search again. Retrying the same text always gives the same notice.

Why don't I see .xyz (or another ending) in the results?

What you see: a search returns a handful of endings, and the one you expected is not among them.

Why: a search checks the ending you typed plus the most popular ones, so not every ending is in the result list. Other endings BillionBiz sells sit in the Also sold: row under the list.

What to do:

1. Look at the Also sold: row. If the ending is there, click Check to look up your name with it.
2. If the row ends with a More endings (N) button, click it. Endings after the first dozen are hidden behind it, listed cheapest first, and Fewer endings folds them again.
3. If the ending is still missing, it is not offered through this screen. Endings are sold only when BillionBiz has enabled and priced them, so a newly launched ending may not be available yet. Adult and gambling-type endings, and endings with a first-year price above ₹25,000, are never suggested. If you need one of those, type the full name with that ending (for example yourbrand.casino) and search; an exactly typed ending is still searched. If the search says We do not sell .xyz domains here. (with your ending in place of .xyz), the ending is not on your Extension list at all and cannot be bought here: the card under the box lists the endings that can, and clicking one searches your name with that ending straight away. The adult-only ending .xxx, like .ru, .cn and .edu, is not sold here at all, so it never appears as a chip. This is different from the red That does not look like a domain name. message, which means the text itself is malformed (for example a stray symbol or a missing name).

Why is the name I want shown as premium or not sold?

The registry prices it as a premium, early-access or restricted name. These are not sold here, so there is no Buy button. Pick a name from Closest available: or a Brand variants row instead.

Why can't I buy on a trial?

What you see: search works and every available name shows its price, but there is no Buy button. Each available row instead shows a muted padlock with Upgrade to buy, and the upgrade card (Make your domain part of your store) with Upgrade Now sits above the search box. Taken rows show only Taken.

Why: buying a domain needs a paid plan. Trial and free-plan stores can search and compare prices only. A quote or checkout attempt that reaches the server on such a plan is also rejected.

What to do:

1. Click Upgrade to buy on any result, or Upgrade Now in the card. Both open Settings → Billing in its upgrade view.
2. Choose a paid plan and finish the plan change there.
3. Return to Online Store → Domains → Buy a domain. Reopen the tab (or reload the page) so eligibility is re-checked; Buy replaces the padlock link on available results once the check passes.

If you are already on a paid plan and still see Upgrade to buy, your plan may be suspended or unpaid, which is also ineligible; fix the plan in Settings → Billing. If you see Buy but it is greyed out, or no Buy and no padlock, see the next question.

Why don't I see Buy, or why is it disabled?

Purchasing must be enabled for your store and you must be the store owner or a store admin (staff cannot buy). An ineligible plan shows an upgrade prompt while keeping search and prices available. A pending eligibility check disables Buy; a failed check says buying is paused and offers Retry. A support session is read-only. Taken and Couldn't check results cannot be purchased from their row.

Why is there no privacy-protection option for my domain?

Neither checkout nor the management screens offer a privacy-protection (WHOIS privacy) switch. Search only warns you with a No WHOIS privacy badge on extensions that do not provide it (for example .in), so you know before paying. Do not look for a privacy toggle under Manage domain: no such control exists there for any extension today.

Why does my domain show View order instead of Manage domain?

What you see: on My domains, the card shows only the domain name, a status pill such as Paid, Queued for registration, Registering, Payment failed, Registration failed, Domain order failed, Refund pending, Refunded, Transferred out or Deleted by the registry, and a View order button. There is no Manage domain button, no Expires: date, no automatic-renewal line and no On your store or Not connected chip.

Why: either the domain is not registered yet (Paid, Queued for registration, Registering: payment is taken and the registration is still in progress, so there is no registration to manage, renew or connect yet), or the order ended without a registered domain (payment failed, registration failed, the money is being or has been refunded, or the domain was transferred out or deleted by the registry). The same applies to a suspended domain.

What to do: if the pill reads Paid, Queued for registration or Registering, click View order to follow the progress steps and wait; Manage domain, the expiry date and the automatic-renewal line appear on the card once the status becomes Registered. If Registering stays for a long time with an amber Needs attention notice, see Registration on hold. Otherwise click View order (or the card) to read the order screen and its refund message, and use Back to My domains to return. If the money is still on its way, see My domain refund is late. To own the name, buy it again from Buy a domain once the old order is Refunded.

Why can't I edit DNS for this domain?

What you see: you opened a domain's details page (from a saved link or bookmark) and there are no tabs. You see the domain name, a status pill, and the notice This domain has no active registration, so there is nothing to manage here. Open the order to see what happened. with a View order button.

Why: the domain has no live registration, so there is no DNS zone, contact or renewal to edit. This is the case for the statuses Paid, Queued for registration, Registering, Payment failed, Registration failed, Domain order failed, Refund pending, Refunded, Transferred out and Deleted by the registry.

What to do: click View order to read what happened (progress steps, refund message). If the status is Paid, Queued for registration or Registering, wait for the order to reach Registered, then open Manage domain from My domains. If you see a status pill such as Refunded or Deleted by the registry, buy the name again from Buy a domain if you still want it. For DNS on a domain you connected yourself, use the DNS settings at your own provider. See Why does my domain show View order instead of Manage domain?.

Why don't I see Theft protection on my domain?

Theft protection appears on Manage domain → Security & transfer only when the registry for your extension supports locking. If it does not, the switch is hidden entirely, even for a domain that is already locked, and the Also disable theft protection… checkbox in the transfer section is disabled. You can still request the transfer code. See Update contacts and prepare a transfer.

Why don't I see Make primary or Remove?

Make primary on connected-domain rows appears only for verified or active domains that are not already primary. On a bought domain's details page it also stays unavailable once the registration has expired, even if everything else is ready. Bought-registration rows use Manage domain in the management rollout; they do not use the connected-domain Remove control. Wait for an in-progress row action to finish before trying another action.

If the current primary address is a domain bought with BillionBiz, Make primary is hidden for every store admin except the store owner, so staff accounts cannot move the primary away from it. Sign in as the owner to change it.

Why is DNS still pending after Test configuration succeeds?

The diagnostic and saved verification status are separate. Use Verify DNS on the saved hostname to update its status. If the check fails, compare the DNS target with the value shown in the connection panel and retry after correcting it.

Why does Test configuration show my root domain with an Info note?

Why: you set up your provider's Forward / Redirect from the bare root to www, which is the recommended root setup (Step 2 in the Connect tab). Test configuration reports that root row as healthy: Points to us correctly passes, the certificate row reads SSL not needed here — the www address carries the certificate, and under Good to know an Info item titled Root domain forwards to www — nothing to change explains the forward. The A records it lists belong to your provider's forwarding service. Leave them as they are and do not replace them with a CNAME; only the www row has to point at the target shown in the Connect tab. A root that points somewhere else with no forward to www still shows the red A-record points to the wrong IP address error with its fix steps.

I see a DNS setup warning on my domain

The yellow warning We couldn't finish setting up DNS for your-domain. Try attaching it again, or contact support. means BillionBiz could not finish writing the DNS records for a bought domain attached to a hosted site. It shows under the domain's row in Use a domain you bought (only on the site the failed attach was for, or on every site when no site is recorded) and on the Overview tab of the domain's details page. The warning also appears right after an attach that fails on the spot, not only after background retries give up. On the site it was for, click Retry setup next to Detach from site: the attach dialog opens with that site already selected, so click Attach (the button reads Retry after another failure). Alternatively click Detach from site, then Attach to a site again; a later successful attach or detach clears the warning. If it stays, contact support with the domain name. See If a yellow warning says we couldn't finish setting up DNS above. A different message, Your domain is linked to the site, but we couldn't finish setting up its DNS records. Try again — nothing is lost., appears inside the attach dialog and is retried with Retry.

Why does my domain still say Active after a failed check?

By design, for a domain you added yourself. A failed Verify DNS never lowers one that is already DNS verified or Active; it keeps its status and the page reloads the saved status from the server. The connection panel's Verify DNS shows the failure reason; the My domains list shows a reason only when the domain ends up not usable, and otherwise shows just Domain re-checked, so open the connection panel to read the reason. Fix the DNS record named in the reason and verify again. For such a domain, Needs attention is set only by the automatic background checks. A domain bought through BillionBiz can also be marked by its own verify, Connect to store, Reconnect or Make primary checks. In every case an Active domain is marked Needs attention only after three failed checks in a row, and one successful check resets the count, so a brief provider outage will not mark it broken. A domain that is DNS verified but not yet Active is marked Needs attention on a single failed check.

Why does my domain show "Connection broken"?

The store connection for that bought domain failed its DNS check: an Active domain is marked only after three failed checks in a row, but a domain that was verified and not yet Active is marked after a single failed check. The Connection broken chip shows in both the My domains list and the details page. Open the details page, use the Store connection panel (for example Reconnect), and check the DNS records. The chip clears by itself once checks succeed again.

I paid but saw a warning that my payment could not be confirmed

Do not pay again. The warning, titled Payment not confirmed yet (We could not confirm your payment yet. If money was taken, the order updates automatically once the bank confirms. Do not pay again.), means confirmation did not finish in the drawer, not that the payment failed. Click Check order status to follow the order, or open My domains later. If your bank shows a debit and the order has not moved after a while, contact support with the domain and your Razorpay payment reference.

Why is my invoice delayed?

What you see: on the order screen or in Domain orders, Invoice being prepared in grey, or a blue alert reading Your GST invoice is taking longer than usual. It'll be emailed to you., and no Download invoice button.

Why: the invoice has not been issued yet. Your payment is already taken and recorded: the payment receipt email (Payment received for yourbrand.com) arrives at payment time and is separate from the GST invoice.

What to do: nothing. Do not buy again. The invoice is emailed when it is ready and Download invoice appears when you reopen the order, so check back later. If it still has not arrived, contact support and quote the DOM- order reference. For a renewal, see renew a bought domain.

Why did payment finish but the address still does not open my store?

Check the existing order link. Payment confirmation, registration, and a working storefront address are separate outcomes. Registered, connecting soon confirms registration only. If registration fails, follow its refund messages. Share the order and payment references with support if it stops progressing; do not assume another payment will repair it.

Why does my domain order say it is suspended?

What you see: on the order screen, a red status pill under the domain name, a red alert reading This domain is suspended, so it is not serving your store. Contact support and quote your order reference to get it restored. with an inline Contact support link at the end of the message, and the progress bar showing Paid and Registering as done and Connecting marked in red as the step where it stopped. Live stays unmarked. If the order carries a recorded reason, the alert shows that text instead of the sentence above.

Why: the domain was registered but has been suspended, so it is not serving your store. If the cause is outstanding registry verification you will also have the yourbrand.com is suspended pending verification email (see Emails you will receive).

What to do: click Contact support (it opens an email to support) and quote the DOM- order reference shown under the domain name. Do not buy the domain again. If you received the verification email, follow the registry's message as well.

Why can't I manage a suspended domain?

What you see: on My domains, the card shows a red Suspended pill and a View order button, and there is no Manage domain button. Clicking the card opens the order screen, not the details tabs.

Why: a suspended domain is not serving your store, so its DNS, contacts and renewal controls are not offered. The order screen is where the state is explained.

What to do: click View order, then Contact support in the red alert (it opens an email to support) and quote the DOM- order reference. Do not buy the domain again.

Why is my domain order stuck on Registering with an amber notice?

What you see: the progress bar stays on Registering and an amber notice says our team is finishing your registration.

What happened: the registration is on hold. There are three cases. If the registrar accepted the registration but has not activated it, the notice shows after about 30 minutes and the "taking longer than usual" email follows after about a day. If the registrar's answer to the submission was lost or unclear, the notice shows as soon as the platform notices and the email follows after about a day. If BillionBiz hit a fault on its own side, or keeps failing internally while checking the order, the notice and the email arrive together, straight away, which can be within about 15 minutes. Nothing was refunded and you will not be charged twice; this is not a failed registration.

What to do: wait and keep your saved order link. Do not buy the same name again. If the notice stays for a long time, contact support with the domain and your payment reference. See Registration on hold.

Why did my purchase fail and get refunded?

What you see: the order-progress screen shows Someone just registered this domain. Your payment is being refunded. while the order is Registration failed, then Someone just registered this domain. Your refund has been issued. once it is Refund pending or Refunded. Opening the saved order link later shows the same refund-issued message. A different cause shows We could not register this domain. Your money is being refunded. instead.

What happened: another buyer registered the name after you searched but before your payment was turned into a registration. A quote locks the price, not the name, so this can happen. The system refunds the full payment automatically.

What to do: do not retry the same name. Click Back to My domains, open Buy a domain, search again, and pick another name or extension. The refund reaches your bank in a few business days; if the order stays on Refund pending, contact support with the domain and your Razorpay payment reference.

Why is my refund still pending or why did an old payment get refunded?

Registration failure or an unfunded registration queue can start a refund; completion waits for the payment provider. A captured payment for a closed, older checkout is refunded rather than used for a new registration. If the reason reports a refund failure, the bank debit disagrees with the order, or progress stops, contact support with the domain, saved order link, payment reference, and any refund reference you have. Follow the existing order while support checks it; another purchase does not resolve the first payment.

Why did my purchase say the registry rejected my contact details?

What you see: the order screen reads The registry rejected the contact details on this order. with a refund message, and an Edit contact details and retry button.

What to do: click the button, fix the registrant name, email, phone, address, state or PIN code in checkout (see the field table above), and pay for the fresh quote. Do not wait for the refund before retrying; the two payments are independent. If it fails again with the same message, contact support with the domain and your payment reference.

Why did checkout say my contact was rejected?

What you see: in the drawer, before any payment window, an error reading The registry rejected these contact details. Nothing was charged. Please check them and try again. Focus jumps to Registrant contact, and a reason line may appear under the message.

Why: some country and restricted endings are checked against the registrant contact before payment, and the registry refused it. This is different from the order-screen message above, which appears after a payment was taken.

What to do: correct the highlighted or named fields (name, email, phone, address, state, PIN code, or any Required for this extension field) and click Pay again. You were not charged, so there is nothing to wait for. If it is rejected again with the same reason, contact support with the domain name and the reason shown.

Why did checkout say the registry is temporarily unavailable?

What you see: The domain registry is temporarily unavailable. No payment was taken. Please try again in a few minutes.

Why: the registry for this ending could not be reached when checkout started. Your contact details were not judged and no payment was taken.

What to do: wait a few minutes and click Pay again. If it keeps failing for the same ending, try again later or contact support.

Why did checkout say my order is already being processed?

What you see: This order is already being processed or can no longer be placed. Check My orders before trying again. with a My orders button.

Why: an order already exists for this checkout, or the earlier one was superseded, so placing it again cannot succeed. Do not click Pay repeatedly.

What to do: click My orders; the drawer closes and the My domains tab opens. Check whether the domain or an order for it is already there before starting another purchase. If your bank shows a debit and you see nothing, contact support with the payment reference.

Contacting support about a domain order?

Quote the DOM- reference shown on the order (the Order DOM-XXXXXXXX line in Domain orders, also in your domain emails) and, for payments, the payment ID from Razorpay. The renewal dialog asks for the same two details when a payment cannot be confirmed (see renew a bought domain).

Why don't I see the payment gateway alert on my domain?

What you see: a bought domain's Store connection panel (Online Store → Domains → My domains, open the domain) has no blue alert about your payment gateway.

Why: the alert Connect your own merchant Razorpay account to serve this bought domain. Your BillionBiz address and its checkout remain available. appears only after a connect or verification attempt on this domain finds no usable payment gateway. If your own Razorpay gateway is already connected, there is nothing to show. There is no separate "could not be checked" alert.

What to do: nothing if the alert is absent and your gateway is connected. If the alert is shown, use the Set up your payment gateway link under it to connect your Razorpay account under Plugins → Razorpay. Once the gateway is connected, the alert clears by itself within a few hours, because BillionBiz re-checks the domain about every 6 hours. To clear it straight away, go back to the domain's Store connection panel and select Connect to store (or Reconnect, when shown). Reopening the domain alone does not re-check it, and a domain whose DNS was never verified only re-checks when you select one of those buttons.

Why can't my staff see Domain orders?

What you see: the owner and store admins see the Domain orders panel at the bottom of My domains; a staff member does not.

Why: the panel is limited to the store owner and store admins. Quotes that were never paid are also left out on purpose, so a draft you abandoned will not be listed.

What to do: sign in as the store owner or a store admin. If they see No domain orders yet after paying, open the order from the link on the payment screen and check its status; contact support with the payment reference if no order exists.

My domain refund is late

What you see: the order or Domain orders row shows Refund of ₹X is on its way for several days, or the amber line Our team is handling this refund and you don't need to do anything. You can expect the money within 5–7 working days.

Why: a refund waits for the payment provider and your bank. When it takes longer than usual our team picks it up and emails you; there is nothing to retry.

What to do: wait up to 5–7 working days from the delay notice. Do not buy the name again as a workaround; a new purchase is a new payment. If the money has not arrived after that, contact support with the domain and your Razorpay payment reference.

Why do domain errors now use plain wording?

Domain actions that fail now show a specific message in plain English (for example We could not match this payment to your order, and our team is reviewing it. You do not need to pay again. or Connect your own payment gateway to finish connecting this domain.) instead of the generic change could not be confirmed. Raw text from the registrar is never shown. A connection that cannot finish shows We could not finish connecting this domain. Check its DNS records and try again. Follow the instruction in the message; if it asks you to wait, do not repeat the action.

Why does my domain now say Transferred out or Deleted by the registry?

What you see: a domain that used to be registered now shows a grey status pill reading Transferred out or Deleted by the registry, with only a View order button (no Manage domain). The order screen shows This domain was transferred out to another registrar, so it is no longer managed here. (blue notice) or This domain was deleted by the registry, so it is no longer managed here. (red alert).

Why: BillionBiz checks every registered domain with the registrar about once a day (domains not refreshed in the last 20 hours are picked up). If the domain was moved to another registrar or deleted at the registry, the status changes at a later daily check, so it can take a day or two to appear. A transferred-out or deleted domain stops renewing and cannot be managed, renewed or connected from here.

What to do: if you moved the domain on purpose, manage it at its new registrar. If you did not, contact support with the domain name and the DOM- order reference. To own the name again, buy it again from Buy a domain if it is available.

Why does a domain say it is temporarily unavailable on our side?

What you see: on opening a domain from My domains, a red alert reading This is temporarily unavailable on our side. Nothing was changed. Please contact support. instead of the details tabs.

Why: BillionBiz has no management rules for that domain's ending yet, so it cannot safely show or change its settings. Most endings, including uncommon ones such as .xyz, open normally with the standard limits; this alert appears only for an ending that is not supported for management.

What to do: nothing was changed on the domain. Contact support with the domain name and the DOM- order reference. Do not buy the domain again.

Why does it say "Another change is in progress. Refresh in a moment."?

What you see: when you save a change on a domain you own, the message Another change is in progress. Refresh in a moment.

Why: an earlier change on this domain is still being processed, or its result is still being confirmed (for example after a timeout, a repeated submit, or a change from another tab), so the new one cannot be applied yet.

What to do: wait a moment, refresh the page, and check whether the earlier change took effect before you submit again. Do not keep resubmitting the same change.

Why does domain management say my subscription status could not be checked?

What you see: Your subscription status could not be checked, so domain management is temporarily unavailable. Try again in a moment.

Why: the platform could not confirm your subscription at that moment. It is a temporary check failure, not a statement that your plan has lapsed.

What to do: wait a moment and try the action again. If it keeps appearing, contact support.

Why does renewal say the invoice could not be issued?

What you see: Your payment may have gone through and the renewal may already be done, but the invoice could not be issued. Do not pay again. Check My domains for the new expiry date; if it has not moved, contact support with the domain name and your payment reference.

Why: the renewal payment step ran, but issuing the invoice failed. A renewal that was paid is kept and its invoice is issued afterwards, so treat the payment as taken. The renewal dialog does not offer Pay again while this message is shown.

What to do: do not start another renewal. Open My domains and check the new expiry date, and check your bank or Razorpay for the debit. If the expiry date has not moved, or you are unsure, contact support with the domain name and your payment reference.

Why am I asked for my password again when requesting a transfer code?

What you see: Confirm your identity with a password field, or the messages Confirm your identity again to request the transfer code. or The identity verification expired. Confirm your identity again.

Why: each transfer-code reveal needs a fresh identity check, and an earlier check can expire. Your sign-in session is not ended when this happens; the dialog simply asks again.

What to do: enter your account password again. The password could not be verified. Try again. means the password was wrong. If you see Password verification is unavailable for this account. Contact support., contact support.

Why don't I see "Use a domain you bought" on my site?

The section is shown only to the store owner, only in a site's domain panel, and only when you own a bought domain whose order is registered, connecting, live or waiting for registry verification. Orders in any other state are not listed. Open the panel with Scope set to the site, or use the Domains tab in the site's detail page.

Why does a bought domain say "Connected to your store." instead of offering Attach?

The domain is still connected to your online store, and one domain cannot serve the store and a site at the same time. Attach is not offered until the store connection is gone. Click Disconnect it from your store on the row (it opens the domain's Overview), then use Disconnect from store in the Store connection panel and confirm. See Moving a domain between your store and a site.

Why does my order say "Not attached yet"?

The bought domain is not on a site yet. Click Attach to a site on the order, choose a site and click Attach. If you have no sites, create one first.

Why did adding a domain to my site say it is connected to my online store?

When you add a domain to a site, one already used by your store is refused with This domain is connected to your online store. Go to Online Store > Domains, open it and choose Disconnect from store, then add it here. A domain connected to your store cannot be added to a site. Use Disconnect from store on the domain's Store connection panel first; see Moving a domain between your store and a site.

Where is "Buy a domain from BillionBiz" on my site's domain page?

The link Buy a domain from BillionBiz appears twice inside the connection guide of the site's domain panel (under its introduction and again under its steps). It opens the Buy a domain tab. It shows only to the store owner on a plan that can buy domains, and stays hidden while that check runs or if it fails. If you do not see it, see Why can't I buy on a trial?.

Does renewing my domain depend on my plan?

No. Only buying a new domain (search quote, checkout) needs an eligible paid plan. Renewing and DNS are not part of that check and keep working while your subscription is suspended; automatic renewal can still be turned off then, but not on. A renewal does not reactivate an inactive store plan. See When your subscription is suspended.

Can I transfer a domain into BillionBiz?

Not yet. Transfer-in is not available: Buy a domain registers new names only, and the only transfer feature is requesting a transfer code to move a bought domain out. To use a domain you registered elsewhere, connect it as described in Connect a domain you own.

Why does a removed domain reappear?

What you see: you removed a connected domain that was still pending or failed, but it is still listed.

Why: removing a pending or failed domain deletes it fully, so it should not return. A domain that shows again is almost always a page that has not refreshed since the removal.

What to do: refresh the page. If the domain is still listed after a refresh, remove it again from its row in My domains and contact support if it keeps coming back.

Why does Domains say domains are not available right now?

What you see: the blue information notice Domains are not available right now. Please check back later or contact support. It appears on Buy a domain (instead of search results, with the search box locked), at the top of My domains, and in the Domain orders section. There is no Retry button and no red error message pop-up, because trying again cannot change the result.

Why: the domain service answered that it is switched off. That is either a platform-wide pause or domain buying not being turned on for your store. Both show the same notice.

What to do: wait and check back later, or contact support and ask whether domains are enabled for your store. Retrying the search or reloading does not help until the service is switched back on. The same applies if you open a saved link to a domain order (an address ending in ?tab=mine&order= and the order number): you see this notice with a Back to My domains button instead of the order, not an error. We could not find this order. still means the order number itself does not exist for your store. Your store's free subdomain and any domain you connected yourself keep working; only buying and managing bought domains is paused.

This is not the trial-account case. A store without the domain feature sees this information notice (blue, not a red error) and no prices or Buy buttons. Buy is disabled and there is no Upgrade to buy link on any row and no Make your domain part of your store upgrade card, because a plan upgrade cannot turn the feature on. A trial or free-plan store has the feature: its search returns results with prices, the upgrade card shows above the search box and Buy is replaced by Upgrade to buy; see Why can't I buy on a trial?. The tell-apart: trial accounts see the upgrade card; stores with the feature off see no upgrade card and get the blue notice. The feature is off by default and is switched on per store by the BillionBiz team, so contact support rather than upgrading. If another domain screen says Domain registration management is currently unavailable., the feature is also off for your store; if it says Domain feature availability could not be checked. Try again later., the check itself failed, so wait a moment and reload.

Why did a domain change say the registrar could not accept it, or that something went wrong?

What you see (when you save a change on a domain's details page), one of:

• The registrar is unavailable right now. Nothing was changed. Try again in a few minutes.
• The registrar could not accept this change right now. Nothing was charged. Try again in a few minutes, and contact support if it keeps failing.
• Something went wrong on our side. Nothing was changed. Try again, and contact support if it keeps failing.

Why: the registrar could not be reached or declined the request, or the platform failed before the change was made. None of the three changes your domain or charges you.

What to do: wait a few minutes and repeat the change. If the same message returns, contact support with the domain name and the message.

Why is there no way to set up a payment mandate under Automatic renewal payments?

What you see: on the domain's Overview, under Automatic renewal payments, the notice Automatic renewal payments are coming soon. Until then, renew your domain manually before it expires. and the status No payment mandate. There is no Payment method field and no Set up payment mandate button.

Why: automatic renewal payments are not available yet, so the setup form is hidden. Nothing was charged and nothing is wrong with your account or card.

What to do: renew manually before the expiry date; see manual renewal. A mandate that already exists stays listed with its status and can be stopped with Revoke payment mandate.

Why can't I switch automatic renewal on?

If your subscription is suspended, the switch can only be turned off and the panel shows Your subscription is suspended, so new payment mandates and automatic renewal can't be turned on. You can still turn automatic renewal off. Reactivate your plan in Settings → Billing, then try again. See When your subscription is suspended.

Why don't I see the Store connection panel or an eKYC row on my domain?

The Store connection panel is not shown on an account that has a hosting plan and no online store, and a domain attached to a hosted site shows only the note to detach it from the site, with a Go to site link only when the site is known. The NIXI / eKYC row is shown only for endings that use eKYC; a .com has none.

Why does my old BillionBiz link redirect to my own domain?

What you see: opening yourstore.billionbiz.store/... lands on yourbrand.com/... with the same path and query.

Why: your custom domain is the primary address and is Active, so the free address forwards visitors to it permanently (301). This is intended and helps search engines treat your own domain as the address.

What to do: nothing, share the custom domain. If you want the free address to answer again, open the domain's Overview and use Use my BillionBiz address, or remove the custom domain in My domains. If a link does not redirect, check that the domain is the primary and shows Active; API calls, assets and non-GET requests are never redirected.

Next steps

• Connect a bought domain to your store
• Manage DNS and nameservers
• Update contacts and prepare a transfer
• Renew a bought domain
• Connect a hosted site's domain
• Set your logo, colours, and business details
• Configure your header navigation and footer