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How to complete the Domain Help Request Form

Updated

Connecting your custom domain name is not always easy, if you would prefer our team access and connect on your behalf we can.

Overview

Connecting a custom domain name that you have already registered with another provider, domain registrar or hosting company can be confusing so our trained team are able to help connect on your behalf.

This does require you providing us with the username and password for the provider where your custom domain name is registered.

Please be assured that the information you enter is encrypted and stored securely on our servers. It can only be accessed by our customer service team and is deleted after your help request is resolved (domain connected correctly).

If you have two-step verification enabled on your account (we highly recommended this) our team will need to contact you (via in-app chat or email) before we are able to access on your behalf and connect.

Access the Domain Settings area and set Format Address

  1. From the lower-left corner of your Format account sidebar, click 'Settings'

  2. Click 'Domain and Email'

  3. Scroll down (if necessary)

  4. Set your Format Address to be as close to your actual custom domain name as possible (use all lowercase characters and hyphens between words, the .format.com portion will be added automatically (as shown underneath where it says WEBSITE DOMAIN).

  5. Click 'Connect Your Domain'

Connect Your Domain

  1. Enter your existing custom domain name here

  2. Just adding at this point will not connect. Further settings/changes need to be made through your domain registrar's control panels. This guide may help you here.

  3. Click 'Save Changes'

Failed Connection

  1. Custom Domain name (check this has been entered correctly)

  2. Failed Connection notification

  3. Need help? Click the 'File a help request' link

Completing the Domain Help Request Form

If your custom domain name is provided by Google Domains (now managed by Squarespace Inc.), we are unable to access for security reasons, please see this help article for steps you will need to take to connect.

  1. The information you enter is encryped and stored securely on our servers. It can only be accessed by our customer service agents and is deleted after your help request is resolved.

  2. If you are wanting to change the domain name that is already connected to your Format site or connect additional domain names you have registered, reach out to our support team at info@format.com (or via in-app chat) and we'll be happy to help.

  3. Complete the form as best you can starting with who you registered your domain with

  4. Accurate username / email address is crucial along with

  5. Password to ensure we can access

  6. Continue through the form

  7. Scroll down to complete

  1. Scroll down and continue form

  2. If you have email services provided for your domain, let us know who

  3. If your domain provider requires 2-factor authentication when accessing your account, please reach out to our support team via live chat (5) once you have submitted the Help Request form, so that we can retrieve the authentication code.

  4. Click 'Submit Your Help Request'

  5. Start in-app chat with us

In-app chat for 2-factor authentication

  1. Click the chat icon lower-right corner to open (or close)

  2. Click 'Send us a message'

Write message and send

  1. Write a message like: "I have just completed the Domain Help Request with GoDaddy and need to give you 2-factor verification code"

  2. Click the 'Send' icon

Our team will see this, and respond as soon as they are able, they will then access your Domain Help Request and attempt to access and get to the 2-factor verification code area which will be sent to you via SMS Text or Email (depends on how you have this configured).

They will then wait for you to provide this code which is usually time-sensitive, if you are offline, or do not see our messages then it can take longer to action this request.

Once successfully connected you will receive a notification and usually within 24 hours your site will show as being served securely.

If you have any difficulties when subscribing with PayPal or have other questions, please reach us on our live chat or email us at info@format.com We’re here to help!

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