Domain Dissapeared – Domain Now Showing ONLY with .worpress.com – Please Help

  • michaellavigne · Member ·

    To Whom It May Concern,

    Hello, I am writing you on behalf of my employer Mr. Michael Lavigne.

    The reason for my correspondence is a technical error regarding Mr. Lavigne’s website:

    https://www.michaellavigne.com

    Until recently this site was functional, and readily visible to the public via searching Google for ‘Michael Lavigne’ or with the domain (listed above). However, currently when I (or anyone else) tries to load this URL this error message appears on the screen:

    Warning! Domain mapping upgrade for this domain not found. Please log in and go to the Domains Upgrades page of your blog to use this domain.

    I would like assistance understanding what has gone wrong with the domain, if it is a matter of something having expired and needed to be renewed, or if there is something else that needs to be fixed from your end.

    (I have successfully logged into the back end of Mr. Lavigne’s WP account where I can see the site – this is how we rediscovered the site’s location, however the domain remains a problem.)

    A bit of background:

    Mr. Lavigne originally purchased the domain https://www.michaellavigne.com from the hosting company HostExcellence. After reaching out and conversing with their technical support team there I understood that the ownership and management of the domain had been moved to a different company, Automattic, Inc. When I called the number given to me for the support line at Automattic, Inc. I was immediately sent to a voice message asking me to send an email to support@wordpress.com, which I did… and go no response.

    The message I received from the support technician at HostExcellence is as follows:

    As I checked, there is no issue with the domain registration michaellavigne.com. It is active. But this domain is not using our nameservers and not pointed to our correct IP address. It is pointed to the following IP addresses at the moment:

    192.0.78.24
    192.0.78.25

    You domain is not hosting with us. I may recommend that you check this issue with your current hosting provider. The IPs belong to Automattic, Inc. You may contact this company.

    ***Please note: Mr. Lavigne’s website is currently accessible from the URL:

    https://michaellavigne.wordpress.com

    However, this is not the domain that Mr. Lavigne has purchased, nor is this the domain that he would like to be using for his website. The domain which was purchased, and should be used for the website is:

    https://michaellavigne.com

    Please advise as to how to address and rectify this issue ASAP.

    Thank you for your attention to this matter, and I will look for your speedy reply.

    The blog I need help with is: (visible only to logged in users)

  • gsmumbo · Member ·

    Hey michaellavigne!
     
    From everything you’re saying it definitely sounds like a Domain Mapping issue. In order to better figure out what’s going on we’ll need two pieces of information.
     
    1. What plan Mr. Lavigne is on. When you sign in to the back end the third option from the top should say Plan and have either Free, Personal, Premium, or Business to the right of it. Can you let us know which one it lists?
    2. The current status of Domain Mapping. In the back end there should be an option towards the bottom titled Domains. Can you click that and let us know if there are any domains and what’s listed right below the domain name?
     
    Once we get that info it should help figure this out. In the mean time, if you’re wanting more information on Domain Mapping and what we’ll be working with you can check out this page: https://en.support.wordpress.com/domains/map-existing-domain/
     
    Thanks!

  • letsconnect17 · Member ·

    Hi there,

    Rest assured, this issue will be resolved easily.

    The domain “https://michaellavigne.com” is a custom domain name purchased from TUCOWS,INC. (as on who.is)

    You can only connect a custom domain to your site if you have the Premium or Business plan. It works this way whether you bought your domain somewhere else(in this case TUCOWS), or WordPress.

    You would probably need an upgrade. This might give you an idea about the pricing:

    https://wordpress.com/pricing/

    To do this, You must be logged in as Admin http://en.support.wordpress.com/user-roles/#administrator under the exact same username account that registered the blog to access the blog’s dashboard and purchase upgrades at > Dashboard > Store > My Upgrades.

    This should resolve the issue, though a support team can confirm this as I see that modlook is activated.

    Cheers!

  • kokkieh · Staff ·

    Hi there,

    It looks like the domain mapping stopped working because it expired on 15 August after the Premium Plan on the site was not renewed this year.

    I can see you’ve since added a new plan and domain mapping upgrade, and the site is loading at the correct domain for me. If it’s still loading at the free URL for you, please try clearing your browser cache.

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