After we forget to pay the last billing and after we fix the billing issue, we figure that we lost our domain because the dns has changed

Support
1

hello netlify, i was using this platform for 4 years since 2020, i have this domain “matar.sd” registered in my team, i upgraded the team to pro plan two months ago, i forget to update the billing info, so after i found that my emails not delivered to my emails registered on this domain, i came back to netlify and i paid the bills, but i found you just changed the Name servers, i cant change the name server since i register the domain in Sudan and this country in a war, so i need you to change the domain back as it was for 4 years, or i will loose the access to all my data just because i didnt pay the last bill in time,

thank you.

3

I see you wrote to our help desk about the same issue. We’ll follow-up there.

4

Do you have an email you’d like to be contacted at? It looks like you submitted that ticket using the matar.sd domain so you won’t receive any replies

5

In the meantime, I’ll continue conversation here for visibility. NS1 is a DNS SaaS company. We use NS1 (https://ns1.com/) for DNS services at Netlify.

The reason for this error (“A DNS zone for this domain already exists on NS1”) is because some other company has already configured a DNS zone for this domain at NS1. I verified with NS1 that this domain currently exists in an account other than Netlify’s. Because of this, a new zone cannot be created.

We are not the only company that builds our services using NS1 as a component. For example, Squarespace also uses NS1, so if you’ve configured this domain at Squarespace (or a similar service) that will prevent us from doing the same.

There are two solutions for this.

  1. Fastest & Easiest Solution: Set up external DNS by creating an A and CNAME record following the attached guide. This will unblock you immediately.
  2. If you’ve used the domain with a different service, you’ll need to contact that service to have them remove the configuration for this domain at NS1. NS1 won’t tell us who the other company is that already configured this domain with their service. This means you will need to determine which other services you have used for DNS service for this domain and contact that company to get this removed.

Hope that helps!

1 Like
7

thank you, @sid.m i cant contact the provider, and i dont use any services other than netlify for 4 years for this domain, the only change in recent months was the billing, i turn on the pro plan to test it and after a billing issue with a message of my account get suspended, my email stop sending, receiving … domain, after i pay the issue still exist, so i am going to delete my account with this service unfortunately, and most of my clients who already using netlify with there team accounts as well,

thank you again :heart:

8

It looks like you deleted your Netlify account today. I assume that means you no longer need assistance here, feel free to follow-up if we can help further.