Most import failures are decided before the batch ever runs. A domain has to be eligible, and the batch detail page names the reason when it is not. Work from that message rather than retrying the batch.
A second group of problems looks different: the import succeeded, but the domain is in the wrong account, the customer cannot edit DNS, or no email arrived. Those are covered further down.
Before you start
Open the imports list in Storefront Manager. The batch status does not refresh on its own, so refresh the page before concluding that an import is stuck.
Step 1: Open the batch detail page
A domain marked failed carries its own error message on the batch detail page. Open the batch and read the message for the specific domain rather than assuming the whole batch failed for one reason.
Step 2: Match the failure to its cause
These are the common causes.
The domain is not in your OpenSRS account. Only domains you already hold at OpenSRS can be imported. Confirm the domain is in the account connected to this Storefront.
The domain is already in your Storefront. No action needed. It was imported previously.
The TLD is not enabled. Enable the TLD in your pricing settings, then import the domain again.
The domain is a registry premium. Registry premium domains are not eligible for import.
The domain has a pending transfer. Wait for the transfer to complete, then import again.
The domain is in redemption. An expired domain in redemption cannot be imported until it is restored.
The domain imported into the wrong customer account
Imports match domains to customers on the WHOIS Owner contact email. A mismatch between that address and the customer's Storefront account email sends the domain to the wrong place, or creates an account nobody is using.
Open the domain in Storefront Manager, open the ellipsis menu, and select Change Customer, then choose or create the correct account.
The customer can see the domain but cannot edit DNS
The domain is still using OpenSRS SystemDNS nameservers. DNS for SystemDNS domains is managed in the Reseller Control Panel, not in Storefront, so the customer has no self-service access.
To give the customer control, move the DNS zone to Storefront nameservers. The order of operations matters, and the next section covers it.
The customer did not receive their email
Import emails go to the WHOIS Owner contact email recorded at import time. Confirm that address is valid and deliverable, and ask the customer to check their spam folder.
Emails are only sent for domains that imported successfully. A customer whose import failed never receives one. If the address was wrong at import time, the email went to whoever owns that address, and the fix is to push the domain to the correct account.
Moving the DNS zone after an import
Recreate the records in Storefront before switching the nameservers. Switching first takes the customer's website and email down until the zone is rebuilt.
If you have already switched and DNS is broken, switch the nameservers back to SystemDNS immediately, rebuild the records, then switch again.
When a zone has more records than you want to work through at once, take them by type in this order: A records first, covering the domain itself and any subdomains, then MX for email, then CNAME, then TXT for SPF, DKIM and verification records. Leave SRV until last. Check email delivery once the switch is done, because mail problems are the slowest to notice and the most damaging.
The DNS Records section only appears on the domain's page once the switch to Storefront nameservers is complete.
When to contact OpenSRS Support
Contact OpenSRS Support when a domain is eligible by every check above and the import still fails, or when a batch stays in the same state after you refresh the imports list. Include the batch reference and the domain names.
Related articles
- Importing OpenSRS domains
- Transferring systemDNS zones to Storefront
- Working with customers and domains
- Available TLDs
- Emails sent to your customers
Full Storefront documentation
These troubleshooting articles cover what to do when something breaks. Setup guides, feature documentation and the Storefront API reference all live on the Storefront documentation portal.