Unable to update NS entries on renewed domain.

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    cedarandsuede · Member ·

    I am a web developer and I am submitting this support request on behalf of one of my clients who owns a Premium WP account.

    Today, my client reported that their email was not working and their website was down. Upon logging into their WP account, I saw a notification advising that the domain had expired and needed to be renewed.

    A quick break here for some history. The domain was originally registered through wordpress.com and is currently sitting with Wild West Domains.

    The client also purchased hosting on WordPress.com at the same time, but later moved to Squarespace.

    The client also added Google Apps for email services. All DNS entries were updated many months ago and everything worked fine until a couple of days ago.

    I believed that the expiry of the domain and associated DNS hosting explained the email and website failures. So, as a first step, I renewed the domain on behalf of my client by clicking the relevant notification and following the prompts.

    After this, I noted that all previous DNS entries had been restored correctly and the domain and subscription were listed as active.

    The only issue I could see was that the NS entries were not updated. Confusingly, in the control panel, two messages are displayed:

    “Your nameservers need to be set to NS1.WORDPRESS.COM and NS2.WORDPRESS.COM for these DNS records to work. If you have already updated the nameservers you can ignore this message; it will stop appearing soon.”

    But in the list of DNS entries I see:

    NS cedarandsuede.com handled by WordPress.com

    I have a couple of issues here. Firstly, if the NS is “handled by WordPress.com” I would assume I don’t need to edit the NS entries?

    Secondly, I would also assume that this also explains why I cannot find any place to actually edit the NS entries at WordPress.com … ?

    Could someone assist me to work out what needs to be done to resolve the issue with the NS entries, given that the domain is registered through WordPress?

    Is it just a matter of waiting for propagation, or does something else need to be updated, and if so, where and how?

    Here are the current NS entries that need to be changed back to the WordPress NS in order for the original DNS entries to be applied:

    ns42.domaincontrol.com
    ns41.domaincontrol.com

    Any assistance appreciated.

    Thanks,
    Andrew.

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

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