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wix Wix Team

The default payment plan for Wix domain subscriptions is autorenewal. If your domain is on a yearly renewal cycle, the payment will be attempted two days before the anniversary of your original payment. If the initial payment attempt fails, your domain name will expire on the anniversary of your original payment and your Wix site will no longer be accessible through the domain name.
 

Even though the domain name will have expired, the Wix domain subscription will remain active and our system will continue to attempt to collect payment. If payment is made successfully within the 30 day grace period, your domain name will be reactivated.

 

If payment is not made within the 30 day grace period, your domain name will be cancelled and will enter a redemption period lasting approximately 35 days. The redemption period is designed to give domain owners one last chance to retain their domain name before it becomes publicly available, however the cost of retrieving a domain during the redemption period is high ($250).

 

We strongly advise that users try to resolve payment issues before the domain enters the redemption period.

 

If you are unsure why your payments have failed, please contact us and we will assist you.

Replies(65 replies total)

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  • claudiaarezio

    Replied by claudiaarezio March 26, 2014

    I am trying to renew my domain without success, could you please check and provide guidance? Thank you, Claudia

    • Barrios Wix Team

      Replied by Barrios March 26, 2014

      Hi,

      You can renew your Wix domain name before it expires by going to the Billing and Payments tab of Manage Premium.
      Please keep in mind that you will not be able to use a free domain voucher to renew a domain. The use of free domain vouchers is limited to the purchase of new domains only.
       

      You can find step by step instructions here.

       

      Many thanks, Barrios
  • katelyn-allan

    Replied by katelyn-allan March 21, 2014

    My Domain has expired and/or payment failed.  Our companies emails/website are down.  Please advise what the steps are to correct this.

    Domain:  stirlingautomart.com

     

    • Eileen Wix Team

      Replied by Eileen March 21, 2014

      Hey Katelyn

      I can see that the charge for the domain went through and your site is up and running.

      Are you still experiencing issues with your email?

      Eileen, Wix Team.
  • alinaeanghel

    Replied by alinaeanghel March 20, 2014

    Hi,

    My domain name expired and it says payment did not go through, but my monthly amount is being taken out (on the 5th it appears on my credit card). I'd like to be able to pay it, I updated my billing address, but there is no option to do this. What can I do? I would like my site up and running.

    URL: www.alinaanghel.com

    Thanks!

    Alina

    • Or Y Wix Team

      Replied by Or Y March 20, 2014

      Hey Alina,

       

      We are currently working to resolve the issue in question.

      We will update you as soon as we managed to find a solution. Thank you for your patience and understanding.

      All the best, Or
    • Janet - Wix Billing Team Wix Team

      Replied by Janet - Wix Billing Team March 20, 2014

      Hi Alina,

      The renewal payment for your domain name is being declined by your credit card provider.

      Please contact your bank to find out the reason for the decline. 

      Even though there was a previous successful transaction, the current recent attempt(s) to charge has failed despite our efforts.  

      This can happen for a number of reasons but the end result is that the bank that issued the card to you had declined to approve this purchase.  
      The error message that we receive is general and therefore we cannot proceed until we know the reason for their action.

      Please call them and give them the specific details of this purchase and ask them why it was declined.  
      It is not enough to ask them about the account in general or to assume because the card was used for another purchase elsewhere, that everything is fine.

      Once you have the exact reason for the decline on this attempt to purchase we will be able to help process the order.

      Please let us know how else we may assist you once you have more details.

    • alinaeanghel

      Replied by alinaeanghel March 26, 2014

      Hi,

       

      It should be fine now. How do I try paying again? If I get the premium account, I get a free domain, but I can't seem to find how much the premium is? Also, I think I might already by on premium. Is there someone I could chat with?

       

      Thanks,

      Alina

    • Janet - Wix Billing Team Wix Team

      Replied by Janet - Wix Billing Team March 26, 2014

      Hi Alina,

      We ran the payment again today and it was processed successfully.

      Please allow up to 72 hours for your domain name to propagate.

      After 72 hours your site will function as before.

       

  • abias123

    Replied by abias123 March 17, 2014

    Hello

    My site lindospizzaeaston.com is not functioning. I got an email to update my card information and that there was a processor error. the email send me instructions on updating my payment information but there's no place in wix to do so. Please help me. I really want to keep the site up and running. 

     

     

    • dinamiso Wix Team

      Replied by dinamiso March 17, 2014

      Hi,

      Unfortunately, this premium package was already canceled.

      In this case, you will not be able to update your payment.

      You will need to repurchase a new premium package, in order to activate your domain connection.

      Dina-Wix Team.

    • abias123

      Replied by abias123 March 17, 2014

      Does that mean I lost my domain name??

    • dinamiso Wix Team

      Replied by dinamiso March 17, 2014

      Hi,

      Please keep in mind: The domain name: lindospizzaeaston.com was not purchased through Wix, but only pointing to Wix name severs.

      All the payment associated with this domain is managed through your domain host.

      Your premium package was canceled, but once you will repurchase a new package you will be able to connect this domain to your Wix site again.

       

      Dina-Wix Team.

  • baquetapopular

    Replied by baquetapopular February 4, 2014

    Hi, I've done my payment with 3 days late, my site was offline. When I did the payment the website automatically came online. The problem is that now it is offline again, and it says that "This domain has been connected to a Wix site". What is happening? What should I do? I've done my payments, I need my website online again.

    • baquetapopular

      Replied by baquetapopular February 4, 2014

      In the payment tab of the sit it says that the payment is already ok. But the site is not working

       

    • Nadia.Tannous

      Replied by Nadia.Tannous February 4, 2014

      Hello, 

      Your domain appears to be defined correctly but you may need to wait up to 72 hours to see the change.
      For more information click here

      Thank you for your patience. In case you still face issues after waiting for 72 hours, please do not hesitate to contact us :)

      Nadia Tannous
  • tiagommcfernandes

    Replied by tiagommcfernandes February 3, 2014

    Hi,

    My payment was due on 18th of November of 2013, however I´ve only manage to pay today, I´ve upgraded the site to premium, do I need to do anything else? what about the domain what should I do? I´ve visited the tab “Domain” and it says last updated today, but on the billing tab it says that the domain is expired.

    Best regards

    • Dror - Wix Support Wix Team

      Replied by Dror - Wix Support February 3, 2014

      Hi,

      You'll have to re-register your domain in order to use it, as it has expired. 

      Dror - Wix Team
    • tiagommcfernandes

      Replied by tiagommcfernandes February 4, 2014

      Hi Dror,

      well i´ve tried to but according to the registration form it´s not possible, it says "domain already in use choose an other", can you check it out for me? the domain name is:

      "oceancontractorsbr.com"

      Thanks and best regards

    • tiagommcfernandes

      Replied by tiagommcfernandes February 4, 2014

    • Rapido Wix Team

      Replied by Rapido February 4, 2014

      The domain name is pending deletion and cannot be purchased at this point. Once it is released you will be able to purchase it again.

    • tiagommcfernandes

      Replied by tiagommcfernandes February 4, 2014

      and the web site will it work untill then? I´ve upgrated to premium but still not working.

    • Janet - Wix Billing Team Wix Team

      Replied by Janet - Wix Billing Team February 4, 2014

      Hi,

      Because the domain name is not in your ownership its not possible to link it to your Wix site.

      You can track the status of the domain here: http://who.is/whois/oceancontractorsbr.com

       

    • tiagommcfernandes

      Replied by tiagommcfernandes February 4, 2014

      the domain in pending deletion, can I do something to speed it up and buy again? when will it be deleted? I need my web site working again urgently!!

      regards

      Tiago

    • Janet - Wix Billing Team Wix Team

      Replied by Janet - Wix Billing Team February 5, 2014

      Hi Tiago,

      Because the domain is no longer with Wix, I can't give you an answer.

      If you contact Network Solutions directly (the registrar), they may be able to give you more specific advice.

       

       

  • marisajervis

    Replied by marisajervis January 31, 2014

    Hello 

    My domain www.montemarestrelas.com was not renewed on January 18th due to credit card expiration. However later on we changed the credit card and the payment was made on January 24th and in my account everything looks ok. We believed that automatically the site would restart but until now is still not working

    Is there something else to be done?

    Thanks for your help

    Miguel

     

    • Yotam Wix Team

      Replied by Yotam January 31, 2014

      Hi Miguel,

      I can see that your domain is properly connected and the payment has gone through.

       

      If you require any further assistance, feel free to contact us again. 

      Yotam Wix Team
    • marisajervis

      Replied by marisajervis January 31, 2014

      Hello again

      Then if it is all OK why when I try to acceed to the page it is not working and always send me to wix information saying that this domain was connected to a wix site in the past but does not allow me to proceed.

      We have a premium wix site that we are paying every month but it seems both things are not connected anymore

      Maybe we skipped something. We will wait for instructions 

       

    • Eileen Wix Team

      Replied by Eileen January 31, 2014

      Hey Miguel

      I have visited your domain and I see it is correctly directed to your Wix site. Your site works perfectly!

      If you are still having trouble viewing your site, please try doing the following:

      1) Go here and click on "Delete all sites".Then clear your browser's cache.

      For step-by-step instructions about how to clear your browser's cache, please follow this link.
      You can also find a video tutorial here.

      2) Try to Flush your DNS. For detailed instructions on how to do so please go here.

      3) Please go to the Windows start menu->click on 'run'-> select the first option: 'Run'-> type: 'ping yourdomain.com'->A window will pop with an IP address. Please run this test from several computers.

      For Mac users: Go to ‘Application’ then open ‘Terminal’ and type: 'ping yourdomain.com'->A window will pop with an IP address. Please run this test from several computers.

      -If you receive an IP address on your computer other than the IP you see here and you see this IP from other computers please contact an IT expert in your area for further troubleshooting.

      -If you receive a different IP than the IP you see here from multiple locations, please send it to us in order for us to check it.

      Eileen, Wix Team.
  • sinemorec-stg

    Replied by sinemorec-stg January 19, 2014

    Hello,

    My payments for the domain and the premium packages have failed in December due to a change of credit card.

    I just made a payment for the domain. However, I still haven´t paid for the premium package.

    Can I connect my domain to my Wix page without renewing the premium package?

    Thanks

    • Elia Wix Team

      Replied by Elia January 19, 2014

      Connecting a domain to your site is a premium feature, if your site is not yet upgraded please click here.

      ​Please note that once upgraded you are immediately entitled to connect a domain.

      Elia - Wix Support
    • sinemorec-stg

      Replied by sinemorec-stg January 20, 2014

      I just upgrated my premium, it says that it is connected but I cannot open the site. how much time it takes to be alive again?

      -thank you Elia

    • Adam F Wix Team

      Replied by Adam F January 20, 2014

      Hi,

       

      I have visited your domain, www.svetigeorgi-sinemorec.com and I see it is correctly directed to your Wix site. Your site works perfectly!

      If you are still having trouble viewing your site, please try doing the following:

      1) Go here and click on "Delete all sites".Then clear your browser's cache.

      For step-by-step instructions about how to clear your browser's cache, please follow this link.
      You can also find a video tutorial here.

      2) Try to Flush your DNS. For detailed instructions on how to do so please go here.

      3) Please go to the Windows start menu->click on 'run'-> select the first option: 'Run'-> type: 'ping yourdomain.com'->A window will pop with an IP address. Please run this test from several computers.

      -If you receive an IP address on your computer other than the IP you see here and you see this IP from other computers please contact an IT expert in your area for further troubleshooting.

      -If you receive a different IP than the IP you see here from multiple locations, please send it to us in order for us to check it.

  • craigadderleyphotogr

    Replied by craigadderleyphotogr January 11, 2014

    Hi my name is Craig Adderley. My website Craig Adderley Photography.com is still not opening, This is my business and i need it up and running asap. I made my payment and i did what you ask in the email but it is still down. But if i enter cadderleyphotography.com it works, But my business name and cards and letter heads has my website as craigadderleyphotography.com can you please fix this problem for me i am losing business, please help me.

    • Anat Wix Team

      Replied by Anat January 11, 2014

      Hey,

       

      The problem was that the second domain was not assigned to your Wix site. You can read more about this here

      I connected it and it should now be up and running.

       

       

      Please don't hesitate to contact us should you require further assistance. 

      Anat - Wix Team
  • singaporewindsurfing

    Replied by singaporewindsurfing January 11, 2014

    Hi, our domain name ww.singaporewindsurfing.org had expired and was not renewed due to a change in bank card. We have since updated our payment/bank card details 2 days ago but the site is still down and it says the domain has expired. I've emailed to the wix support team 2 days ago but have not received a reply. We need the site updated urgently. Pls advise asap. Thanks.

    • Tom Wix Team

      Replied by Tom January 11, 2014

      Hi,

       

      Please note that the domain singaporewindsurfing.org is not hosted by Wix. 

      According to Whois, your domain host is eNom. Please contact your domain host to renew your domain. As for the setting on the Wix-end - all is set up perfectly. As soon as your domain is renewed at your host's end and is connected to Wix's Nameservers, your Wix site will be connected to your domain. 

       

      If you require any further assistance in the future please don't hesitate to contact us again.

       

      Tom

      Wix Team

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