Custom Domain Troubleshooting

Ensure the Information Added to Copilot is Correct

When setting up your custom domain, verify that the records match the example shown in the image below. Please note that you must have a registered domain to create a custom domain in Copilot.

Note: Many users opt for portal as their subdomain, but it can be any single word of your choosing without special characters. Remember to enter only the subdomain, not the full URL.

Ensure You Have Entered Your Records into the Registrar

After setting up the domain in Copilot, you need to input the records provided by Copilot into your registrar (the site that hosts your business’s domain).

Make sure the records you enter match those provided in Copilot. Discrepancies between these records can prevent your custom domain from verifying.

Note: The name field should be the subdomain you added during the domain setup.

Below is an example of how the records should look in your registrar.

Note: The registrar in this example is namecheap.com. Other registrars may look slightly different, but the process is generally the same.

Why can't I change my custom web domain?

Occasionally our customers experience issues when trying to change a custom web domain that they had previously connected.

In most cases, this is due to a custom email domain also being connected. You will need to disconnect any custom email domains before updating the custom web domain.

Then, to change the custom web domain, the previous web domain must be disconnected before adding a new web domain.

Note: Custom web and email domains must match. For example, if your custom web domain is set as companyA.com, the custom email domain must also be @companyA.com.

If you do not have a custom email domain and are having issues disconnecting your previous custom web domain, please contact support@copilot.com and we will help resolve the issue.

Advanced Troubleshooting

To further verify if the records you entered in your registrar are correct, you can use the Google Admin Toolbox to check if the CNAME is pointing to the correct target: secure.copilot.app.

Here are the steps to do this:

1. Go to https://toolbox.googleapps.com/apps/dig/#CNAME/

2. Type your portal URL where it says "Name.”

3. If the records you entered in the registrar are correct, the CNAME will propagate with the correct target, secure.copilot.app, as shown in the image below.

4. If it says "Record not found!" it means the CNAME is not pointing to the right place. In this case, recheck the records you added in your registrar.

If you have followed all the troubleshooting steps above and the status of your custom domain still says "verifying," please contact support@copilot.com for further assistance.

Custom Email Domain Troubleshooting

Ensure the Information Added to Copilot is Correct

When setting up your custom email domain, verify that the records match the example shown in the image below. Please note that you must have a custom domain in Copilot to create a custom email domain.

Ensure You Have Entered Your Records into Your Registrar

After setting up the custom email domain in Copilot, you need to input the records provided by Copilot into your registrar (the site that hosts your business’s domain).

Make sure the records you enter match those provided in Copilot. Discrepancies between these records can prevent your custom domain from verifying.

Please ensure you have added the following into your registrar correctly:

• 3 CNAME records

• 2 MX records

• 2 TXT records

For the MX records, the 10 in the value is the priority. Some registrars have a separate column for this, and the value will be the rest of the record (beginning with feedback.smtp… or inbound.smtp…).

Note: The Name column shown in Copilot may also be called Host, Host Name, or Alias, depending on your DNS registrar. Similarly, the Value column is sometimes referred to as Data.

Below is an example of how the records should look in your registrar.

Note: The registrar in this example is namecheap.com. Other registrars may look slightly different, but the process is generally the same.

If you have followed all the troubleshooting steps above and the status of your custom domain still says "verifying," please contact support@copilot.com for further assistance.

Wix Users

If you're using Wix as your hosting provider, unfortunately they do not allow custom email domains for subdomains, meaning that connecting a custom email for a domain hosted by Wix is not possible.

You can find the explanation from Wix and and upvote the feature request in the Wix community here.

However, custom web domains will still work with Wix.