FAQ & Troubleshooting
Why Isn't My Custom Domain Verifying? (Troubleshooting)
Common DNS mistakes that keep a custom domain stuck on Pending, and how to fix each one.
Domain verification failures almost always come down to a DNS record that doesn't exactly match what WeMakeSuccess expects. Work through these checks in order.
It's only been a few minutes since I added the DNS record
DNS propagation isn't instant — it can take anywhere from a few minutes to several hours depending on your provider and your domain's existing TTL (time-to-live) setting. Wait at least an hour before troubleshooting further.
The record was added to the wrong subdomain
If you're trying to connect academy.yourbrand.com, the DNS record needs to be added to the academy host specifically — not the root domain, and not a different subdomain. Double-check the exact host field in your DNS provider's interface.
There's a conflicting existing record
If an A record or another CNAME already exists for that exact subdomain, it can conflict with the new record WeMakeSuccess asked you to add. Most DNS providers only allow one CNAME per hostname — remove or replace the conflicting record rather than adding a duplicate.
I'm trying to connect a root/apex domain (no subdomain)
Root domains (yourbrand.com with no subdomain) sometimes can't use a standard CNAME record depending on your DNS provider, since the DNS root record has different constraints. If your provider supports it, look for an "ALIAS" or "ANAME" record type as an alternative, or use a subdomain instead, which avoids this limitation entirely.
The domain is already connected somewhere else
If the domain or subdomain is actively pointed at another hosting service, its existing DNS configuration will conflict with WeMakeSuccess's verification. Confirm nothing else is currently using that exact hostname before connecting it here.
Use a DNS lookup tool to check your own work. Any public DNS checker lets you search your domain's current CNAME record from outside your own network — this confirms whether the record you added actually propagated correctly, independent of what WeMakeSuccess's verification reports.
For the full setup walkthrough, see How to Configure Custom Subdomains and Custom Domains.
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