DNS Troubleshooting Guide

Having DNS issues? Here is how to diagnose and fix the common ones.

Start Here

1. Go to Email Domains in the main menu
2. Find your domain and check its DNS status
3. Click the refresh icon (circular arrows) on the domain's row to re-check the live records now
4. Open the domain's DNS Setup dialog to see exactly which records the domain needs, each with a copy button

The status is the result of the last check, not a live feed, so refresh it after you change anything at your DNS host.

You can also check any domain with the DNS Checker in the control panel. It reports whether the MX, SPF, DKIM and DMARC records exist and are well-formed, and suggests a fix for anything missing.

About DNS Timing

DNS changes do not appear everywhere at once. They start being visible in some places within minutes, and can take up to 48 hours to be seen everywhere. A lower TTL (3600 or less) helps later changes appear sooner.

Until the MX record is visible, incoming mail keeps going to your old provider.

Issue 1: Records Are Missing

Symptoms: the domain's DNS status reports missing records, and mail does not arrive.

Fix:

1. Open the domain's DNS Setup dialog
2. Add each record at your DNS host, copying the values exactly
3. Click the refresh icon (circular arrows) on the domain's row
4. If a record was only just added, wait and refresh again

Issue 2: Status Shows "DNS Automation Pending"

This means we could not write the records for you, usually because the domain was not found in a connected DNS account.

Fix:

• Automatic mail DNS, including the DKIM key, is built for Cloudflare and Namecheap. For any other DNS provider or control panel, check with us before relying on it.
• The domain must already exist in the connected DNS account. Connect the provider under Integrations, click Sync Domains to import its domains, and then add the domain in the panel.
• Otherwise, add the records by hand from the DNS Setup dialog. That works on every DNS host.

Issue 3: MX Records Not Found

Symptoms: you cannot receive email, and senders get bounce messages.

Fix:

1. Copy the MX record from the DNS Setup dialog
2. Check it at your DNS provider for typos
3. Remove any old MX records that point at your previous mail provider
4. Keep the TTL at 3600 or lower
5. Click the refresh icon (circular arrows) on the domain's row

Issue 4: SPF Record Missing or Invalid

Symptoms: SPF checks fail, and messages are more likely to be treated as spam.

Fix:

1. Copy the SPF value from the DNS Setup dialog
2. Add it at your DNS provider, or merge it into the SPF record you already have

Common SPF mistakes:

• More than one SPF record on the domain. Only one is allowed, so the existing record has to be edited instead of adding a second.
• A typo in the include: statement
• Missing "v=spf1" at the start
• Missing ~all or -all at the end

Issue 5: DKIM Signature Invalid

Symptoms: DKIM verification fails.

Fix:

1. Open the DNS Setup dialog and copy the ENTIRE DKIM value, it is very long
2. Use the exact host name shown in the dialog
3. Make sure no spaces or line breaks were added, and that the old value was replaced rather than duplicated
4. Click the refresh icon (circular arrows) on the domain's row

Issue 6: Conflicting DNS Records

Symptoms: some mail works and some does not, or behaviour is inconsistent.

Fix:

1. Go to your DNS provider
2. Remove the old mail provider's MX records
3. Keep only the MX records from the DNS Setup dialog
4. Resolve duplicate SPF or DKIM records
5. Click the refresh icon (circular arrows) on the domain's row

Issue 7: Domain Locked or Transfer Pending

Symptoms: you cannot modify DNS, or changes do not save.

Fix:

• Check with your domain registrar
• Unlock the domain if needed
• Complete any pending transfer, then try the DNS setup again

Issue 8: Amazon SES Records Not Added

Outgoing mail is delivered through Amazon SES, and each sending domain is verified with Amazon. Those records appear in the DNS Setup dialog once they have been generated, and they are not published for you on any DNS host. If outgoing mail is failing authentication, check that they are in place.

Common Error Messages

"Domain not found"

Meaning: the domain does not resolve in DNS. Fix: check the spelling and make sure the domain is registered and its nameservers are set.

"No MX records"

Meaning: no mail server is configured for the domain. Fix: add the MX record from the DNS Setup dialog.

"SPF check failed"

Meaning: the SPF record is missing or invalid. Fix: add or correct it, keeping only one SPF record.

"DKIM not found"

Meaning: the DKIM record is missing. Fix: add it, copying the entire value.

Prevention Tips

✅ Do:

• Copy values from the DNS Setup dialog exactly
• Keep the TTL at 3600 or lower
• Wait for the records to appear before testing
• Click the refresh icon (circular arrows) on the domain's row after each change

❌ Don't:

• Add a second SPF record
• Leave the old provider's MX records in place
• Change DNS repeatedly while you wait
• Delete records you do not recognise without checking what they are for

When to Contact Support

Contact us if:

• Records are in place and correct, but the domain's status still reports them missing after DNS has had time to update
• Mail still does not arrive once the MX record is visible
• You are unsure how to merge an existing SPF record
• You are not sure how to proceed

Please provide your domain name, what you have already tried, and any error messages. Support is available during business hours, through the live chat in the control panel.