Troubleshooting Custom Domain Issues

Overview

If your custom domain is not connecting, is still awaiting verification, or has been rejected, use this guide to identify the issue and determine the next step.

1. Domain Status Is Still Pending

If your domain displays Pending:

1. Open Settings → Domain in your dashboard.
2. Check the current domain status.
3. Confirm that the required DNS records are still configured at your domain provider.
4. Allow time for the platform team to review your request.

Domain review usually takes 24–48 hours, according to the information displayed in the dashboard.

If the status does not change after the expected review period, contact support with your domain name and current status.

2. Domain Status Shows In Progress

The In progress status means the request is being processed.

1. Open the Custom Domain page.
2. Confirm the domain name and selected purpose.
3. Keep the required DNS records in place.
4. Check the status again for an update.

If the status remains unchanged beyond the expected review period, contact support.

3. Domain Request Is Rejected

If your domain displays Rejected:

1. Open Settings → Domain.
2. Review the domain's current status.
3. Click Remove to remove the rejected request.
4. Add the domain again.
5. Select the intended purpose: Storefront or Sales website.
6. Click Proceed and follow the DNS instructions displayed.
7. Submit the request for verification again.

Before resubmitting, check that the domain is correct and the required DNS records have been configured.

4. Domain Does Not Open After Approval

If your domain has been approved but does not open:

1. Confirm that the domain status shows Approved.
2. Check that the required DNS records remain in place at your domain provider.
3. Try opening the domain using https://.
4. If the domain still does not open, contact support with the domain name and a description of the issue.

SSL/HTTPS is configured automatically after approval. If HTTPS is not working, support may need to investigate.

5. DNS Records May Be Incorrect

If the domain is not connecting as expected:

1. Open Settings → Domain.
2. Review the DNS records displayed for your domain.
3. Log in to your domain provider.
4. Compare the configured records with the records shown in the dashboard.
5. Correct any differences and save the DNS changes.
6. Keep the required records in place while the request is being reviewed.

Do not copy DNS values from another restaurant's domain. Always use the records displayed for your own domain.

When to Contact Support

Contact support if:

• Your domain remains pending beyond the expected review period.
• Your request is rejected and you need clarification.
• Your domain does not open after approval.
• HTTPS is not working after approval.
• Your DNS records match the dashboard instructions, but the domain still does not connect.

When contacting support, provide your domain name, current status, and a brief description of the problem.

Quick Checklist

• Confirm the domain name is correct.
• Check the current domain status.
• Compare DNS records with the dashboard instructions.
• Keep the required DNS records in place.
• Remove and re-add a rejected domain before resubmitting.
• Contact support if the issue remains unresolved.

Updated on: 21/10/2026