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 you. 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.
Pending
Your domain might not be live yet because we're still trying to connect it, if you see the PENDING message in your dashboard please wait while your record updates. If your record is pending for more than 24 hours please contact us.
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
76.76.21.21.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 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:
Login to your SupaPass Dashboard and open the settings.
Click the 3 dots and delete the record.
Add the record again. We'll attempt to connect your domain automatically, please wait for the domain to reconnect.
If the domain hasn't connected within 24 hours please contact SupaPass support.
Domain is connected but website wont load correctly
This could be for a few reasons, we recommend checking the following before reaching out:
Check for HTTPS: Modern web browsers expect websites to be served over the secure HTTPS protocol rather than the older HTTP. Ensure that you're using "https://" in the URL instead of "http://", as this is not only safer but often necessary for proper website functionality. If you've mistakenly entered the URL with "http://", switch to the "https://" version.
"www." Subdomain Usage: While the "www." subdomain has been a common practice in the past, many websites today function perfectly fine without it. However, some websites set up redirects from their "www." subdomain to the non-www version. If you think you need the "www." subdomain, you can set up a redirect by following our guide.
Check your default domain is correct - in the domain settings you can choose which domain all of your others connect to.
If you've checked these steps and your website still isn't loading, please contact SupaPass support.