FAQ: Common Causes of Domain Connection Problems

If your domain isn't connecting to the web service or email service you want to use, there are several reasons why this could be so. Follow this guide to troubleshoot the issue.

Check that your domain registration is active
If your domain name registration lapses (for example, if you do not renew the domain name before its expiration date), it will eventually be removed from your account and disconnected from any websites and/or email services associated with it.

If you aren't sure of your domain's current status, you can log in to check that it is present in your portfolio and that there are no outstanding registration or renewal payments associated with it. 

Make sure it's been at least 24 hours since updating
Domain name updates can take 24 hours or more to propagate. If your don't appear to be working right away, try back again in a few hours. If your domain still hasn't connected after 72 hours, try the next troubleshooting steps. 

Check that you've verified your contact info
After you register your first gTLD domain, or after you change your customer account's contact info and register a gTLD domain, we email you a confirmation link to verify and complete your changes. We assign the domain with a ClientHold EPP status to restrict its web-related functions until you verify your info. 

You can see if your domain name has a ClientHold status by checking its Whois records on sites like whois.domaintools.com. If the domain's Status says "ClientHold", then the ClientHold is active.

If you lost your original contact verification email, please contact us to request a new one, being sure to provide both your Customer Number and your domain name in your request.

Once a ClientHold is removed, the domain's DNS records should propagate within 24 hours.

Check the Whois for other undesirable EPP status codes
While clientHold is a common EPP status code affecting domain functionality, your domain name may have other EPP status codes that prevent it from resolving. These status codes are visible in your domain's Whois records, which you can look up on websites like whois.domaintools.com.

FAQ: list of EPP status codes and their meanings 

Check for any CNAME Records on your root domain 
If you set up a CNAME Record on your root domain (which is just your domain name without "www" or any other subdomains before it), it may prevent your domain name from resolving correctly. Creating a CNAME record on the root domain is a common formatting error.

If you've created a CNAME Record to connect your domain to your host, log in to your United Domains customer account, and click the DNS button next your domain's right to bring up its DNS settings.

Scroll down to the DNS Records section.

If your CNAME record's Subdomain field is blank (like in the image above), you will likely need to enter a subdomain to resolve the connection issue.

Your web host should be able to provide you with the subdomain value you need to enter. Once you have it, just type it into your CNAME Record's Subdomain field back in your UD Customer account, then click the Save button.

Still stumped after trying these steps? Contact our Customer Support team for help.