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Handling DNS Errors

Callum Updated by Callum

We understand that DNS propagation can be a common issue when setting up custom domains, which is why we've taken steps to minimize the impact it has on our customers. When you set up a custom domain through our system, we attempt to check for DNS propagation several times before sending an error email to you. This means that you may not receive an error email until several hours after the initial setup attempt, giving DNS propagation time to complete.

There are a few reasons your domain set up could have gone wrong such as a missed step, errors with your DNS settings or issues with DNS propagation. Check through these steps to see how to fix the issues with your domain.

Missing A record

One possible reason why you might be encountering errors when setting up your custom domain is that you haven't set an A record to point at the correct IP address. An A record is a type of DNS record that maps a domain name to an IP address. Without this record, the domain name won't know where to direct traffic to, and you may see errors when trying to access your website.

To set up an A record, please follow our guide.

Incorrect Record

If you're setting up a custom domain for your website and are encountering an error, there's a good chance that one of the DNS records you've added is incorrect. To fix the problem, check your SupaPass settings and domain host's DNS settings to ensure that:

  • You've set up the correct domain.
  • The domain is spelt correctly in your dashboard.
  • You've set the correct type of record (A record).
  • The record points to
  • The domain contains only lower-case characters.

For a full explanation on setting up your A record, please follow our guide.

DNS propagation

Another possible reason why you may be encountering errors when setting up your custom domain is due to issues with DNS propagation. DNS propagation refers to the time it takes for changes to DNS records to be updated and synchronized across all the DNS servers on the internet. During this time, you may experience intermittent errors and issues when accessing your website.

If you have checked your A record is present and accurate, then the issue is likely to be due to a long DNS propagation. To fix this:

  1. Login to your SupaPass Dashboard and open the settings.
  2. Click the 3 dots and delete the record.
  3. Add the record again. We'll attempt to connect your domain automatically, please wait for the domain to reconnect.
  4. If the domain hasn't connected within 30 minutes please contact SupaPass support.

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