Most custom domain problems come from the DNS record at your domain provider. Find your symptom below and follow the fix. Domain settings are in Admin → Settings → General, under Domain Settings.
Who can do this: Owners and admins. · Where: Web (admin console). Status is also shown in the creator dashboard. · Plan: Custom domains depend on your platform plan.
Custom domain status values and what they mean
The badge next to Custom Domain gives the overall status. Click Manage Domain to see the detailed stage.
| Stage | Badge | Message in the Manage Domain panel | Creator dashboard label |
|---|---|---|---|
| Just added | Pending verification | "Checking your domain configuration…" | Domain added · awaiting DNS check |
| Waiting for DNS | Pending verification | "Waiting for DNS to take effect. This can take up to 48 hours." | Verifying DNS · waiting for propagation (up to 48h) |
| Issuing the certificate | Pending verification | "DNS verified — issuing your HTTPS certificate…" | DNS verified · SSL provisioning… |
| Working | Active | "Your domain is live and secured with HTTPS." | DNS verified · SSL active |
| Problem | Failed | "DNS verification failed" or "Domain setup failed" | DNS check failed |
Some domains show Verified, which means the same as Active. When the status is Failed, the reason appears under the domain name.
Custom domain stuck waiting for DNS
Symptom: the panel says "Waiting for DNS to take effect" for a long time.
Why it happens: DNS changes take time to spread, or the record is missing or doesn't match.
Fix: compare the record at your DNS provider with the Type, Host, and Value in the Mateflow panel. Make sure the host isn't doubled (for example, community.example.com.example.com), and delete any older A or CNAME record for the same host. DNS can take up to 48 hours; click Verify Configuration to check again.
Custom domain shows Failed or "DNS verification failed"
Symptom: the badge shows Failed, or the panel says "DNS verification failed" or "Domain setup failed", with a reason.
Why it happens: Mateflow couldn't find the record, or its value points somewhere else.
Fix: read the reason, correct the record at your DNS provider, and click Verify Configuration. If "Domain setup failed" remains after the record is right, click Remove and connect the domain again. Removing doesn't reset the 30-day change limit, so fix the record first.
Root (apex) domain won't accept a CNAME record
Symptom: you're connecting a root domain like example.com, the Host is @, and your provider won't save a CNAME there.
Why it happens: most DNS providers don't allow CNAME records on a root domain.
Fix: use an ALIAS or ANAME record with the same value, if your provider offers one. Otherwise, remove the root domain and connect a subdomain such as www.example.com or community.example.com, which works with a plain CNAME.
DNS is verified but HTTPS isn't ready
Symptom: the panel says "DNS verified — issuing your HTTPS certificate…", or your browser shows a security warning on the new domain.
Why it happens: Mateflow issues the SSL certificate automatically after DNS passes, which takes a little longer.
Fix: wait for Active; you don't need any other record. If the certificate fails, a CAA record on your domain may be blocking it. Remove or update that CAA record, then verify again. If you're unsure, contact Mateflow support.
A custom domain that worked now shows Failed
Symptom: your domain was Active and later changed to Failed.
Why it happens: the DNS record was changed or deleted, for example when moving DNS providers. Mateflow re-checks connected domains regularly.
Fix: add the record again with the Type, Host, and Value shown under Manage Domain, then click Verify Configuration. Your Mateflow subdomain keeps working while you fix it.
Connect button disabled because of the 30-day limit
Symptom: Connect is disabled, and the panel says "You can change this domain again in" a number of days. For the subdomain, Edit Subdomain is disabled with "Locked — available in" a number of days.
Why it happens: the custom domain and the subdomain can each be changed once every 30 days. Removing a domain doesn't reset the timer.
Fix: wait until the countdown ends. Your current address keeps working.
"Upgrade to connect" instead of Connect Domain
Symptom: the Custom Domain row shows Upgrade to connect.
Why it happens: your platform plan doesn't include custom domains.
Fix: click Upgrade to connect to see plans that include them. See Check plan usage and limits.
Manage domain in community admin is disabled in the creator dashboard
Symptom: on the community's Domain page in the creator dashboard, Manage domain in community admin is greyed out, and hovering over it shows "Only the community owner can open the admin for this community."
Why it happens: only the community owner can jump from the creator dashboard into the community's admin.
Fix: ask the owner, or sign in to the community as an owner or admin and go to Admin → Settings → General.
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