Troubleshoot your custom domain

Updated September 21, 2026 · 2 min read

On this page

Find the message you see in Settings → Custom Domain to learn what it means and how to fix it.

Message	What to do
Enter a valid subdomain, such as support.example.com.	Enter only the hostname. Don't include https://, a port, or a path. Root domains aren't supported.
Essential is required to start or replace a Custom Domain.	Upgrade in Settings → Billing.
This workspace already has a Custom Domain connection in progress.	Finish or cancel the current connection first.
This domain cannot be connected.	Choose a different domain you control.

Message	What to do
Supahelp still cannot confirm the ownership TXT record.	Check the TXT record's host and value exactly match, then verify again.
The ownership verification period has expired.	Disconnect the domain and connect it again to get a fresh TXT record.
The DNS records need attention.	Review the exact values shown and correct your DNS records.
Supahelp is still working out which DNS records this domain needs.	Wait a moment, then select Verify records again.
Supahelp's hosting provider did not accept this domain.	The domain is usually still added to another hosting account, such as a previous website host. Remove it there, then verify again.
This check is temporarily unavailable. Try again after the current cooldown.	Wait a few minutes before checking again.

Message	What to do
DNS is configured and HTTPS is still being prepared.	Nothing. This can take some time. You can leave and come back.

Message	What it means
Repair the records below, then select Verify records.	Your DNS records changed or were removed. Your last known public address stays available until a fallback is needed.
Returning to your hosted address	Your custom domain isn't working, so your help center is being served from your Supahelp address. Fix the DNS records to restore it.
Unable to check DNS right now. Your current public address has not changed.	A temporary check problem. Try again later.

Cloudflare proxy is on. Set the CNAME record to DNS only.
The host was entered twice, for example help.acme.com.acme.com.
An old record is still there. Remove other A or CNAME records on the same host.
DNS hasn't updated yet. Wait and try again.

Send us a request with your domain name and a screenshot of your DNS records and Settings → Custom Domain.

Updated September 21, 2026 · 2 min read

On this page

Find the message you see in Settings → Custom Domain to learn what it means and how to fix it.

Message	What to do
Enter a valid subdomain, such as support.example.com.	Enter only the hostname. Don't include https://, a port, or a path. Root domains aren't supported.
Essential is required to start or replace a Custom Domain.	Upgrade in Settings → Billing.
This workspace already has a Custom Domain connection in progress.	Finish or cancel the current connection first.
This domain cannot be connected.	Choose a different domain you control.

Message	What to do
Supahelp still cannot confirm the ownership TXT record.	Check the TXT record's host and value exactly match, then verify again.
The ownership verification period has expired.	Disconnect the domain and connect it again to get a fresh TXT record.
The DNS records need attention.	Review the exact values shown and correct your DNS records.
Supahelp is still working out which DNS records this domain needs.	Wait a moment, then select Verify records again.
Supahelp's hosting provider did not accept this domain.	The domain is usually still added to another hosting account, such as a previous website host. Remove it there, then verify again.
This check is temporarily unavailable. Try again after the current cooldown.	Wait a few minutes before checking again.

Message	What to do
DNS is configured and HTTPS is still being prepared.	Nothing. This can take some time. You can leave and come back.

Message	What it means
Repair the records below, then select Verify records.	Your DNS records changed or were removed. Your last known public address stays available until a fallback is needed.
Returning to your hosted address	Your custom domain isn't working, so your help center is being served from your Supahelp address. Fix the DNS records to restore it.
Unable to check DNS right now. Your current public address has not changed.	A temporary check problem. Try again later.

Cloudflare proxy is on. Set the CNAME record to DNS only.
The host was entered twice, for example help.acme.com.acme.com.
An old record is still there. Remove other A or CNAME records on the same host.
DNS hasn't updated yet. Wait and try again.

Send us a request with your domain name and a screenshot of your DNS records and Settings → Custom Domain.