Support & Troubleshooting

Troubleshooting Custom Domains & DNS Resolution

Fix common custom domain issues: resolve CNAME routing errors, diagnose SSL certificate delays, and test live DNS records directly in the dashboard.

Common Domain Resolution Issues

When connecting a custom domain (e.g. `store.yourbrand.co.ke` or `yourbrand.com`), errors typically arise from incorrect DNS record types or proxy configurations.

Step-by-Step Diagnostic Checklist

Follow this verification sequence:

1. Verify CNAME Record Target: Ensure your registrar has a `CNAME` record pointing to `cname.businessplus.co.ke` (NOT an A record, and without `https://` in the target).
2. Disable Cloudflare Proxying (DNS Only): If managing DNS in Cloudflare, ensure the proxy status is set to "DNS Only" (Grey Cloud), not "Proxied" (Orange Cloud).
3. Run Live DNS Checker: Click "Check Domain Status" in Dashboard -> Settings -> Domains. The live DNS diagnostic tool verifies DNS lookup and reports any missing records.
4. Allow Global Propagation Time: DNS changes take between 5 minutes and 24 hours to propagate globally across all internet service providers.