6 views Updated 11 days ago

Custom Domain or Sender Domain DNS Is Not Verified

Fix pending or failed DNS verification for portal domains and email sender domains.

First, identify which domain you are fixing

Portal domain: the website address members visit, such as members.yourgym.com. It usually needs one CNAME.
Email sender domain: the domain email sends from, such as mail.yourgym.com. It usually needs several DNS records and may recommend DMARC.
Fix records for the exact domain shown in Topo. Portal and sender domains are separate and cannot use each other's records.

Copy the Type, Host, Value, Priority, and TTL exactly as shown.
Do not add extra spaces, quotes, or punctuation unless your DNS provider requires them.
Check whether your DNS provider wants the full host name or only the subdomain label.
Use CNAME for the portal domain unless your provider has a documented flattening feature.
Do not point the domain to an old website, parking page, or redirect while expecting Topo verification to pass.
Wait for DNS propagation, then choose Re-check in Topo.

Pending means Topo is still waiting for DNS or verification.
Active or Verified means the record is working for that domain type.
Failed or Unreachable means Topo cannot see the required records.
For portal domains, DNS can verify before the secure certificate is fully active. Re-check after a few minutes.
For sender domains, DNS can take a few minutes to a few hours depending on the provider.

Escalate to your DNS provider if the records look correct in Topo but public DNS lookup tools do not show them.
Escalate to Topo support if public DNS shows the expected records and Topo still reports failed or unreachable after re-checking.
Do not delete and recreate repeatedly unless instructed; that can create a moving target for whoever is debugging DNS.