Your help centre stays on the default address until your custom domain finishes verifying. If verification stalls or shows an error, the fix is almost always in your DNS settings — here's how to check them and get unblocked.

## Checks and fixes

### Check 1: Open the Custom Domain settings

From your project, click **Settings** in the sidebar, then choose **Custom Domain** under Help centre. You'll see your domain and its current status here.

![Open the Custom Domain settings](https://help.supportpages.io/rails/active_storage/blobs/proxy/eyJfcmFpbHMiOnsiZGF0YSI6NTE3OCwicHVyIjoiYmxvYl9pZCJ9fQ==--b9a29d3f851ff417ea2f99d04ba833233cb2a477/step_0.png)

### Check 2: Check what status your domain shows

**Waiting for DNS configuration** means we haven't detected your DNS record yet. **Verifying domain...** means we found it and are finishing setup. **Domain Setup Failed** means something in DNS still isn't right.

### Check 3: Match your CNAME record to the table

In the **DNS Configuration Required** section, compare the **Type**, **Name**, and **Target** values with the CNAME record at your DNS provider. The **Name** is only the subdomain part (for example, `help`), and the **Target** must match exactly — no extra paths or protocols.

![Match your CNAME record to the table](https://help.supportpages.io/rails/active_storage/blobs/proxy/eyJfcmFpbHMiOnsiZGF0YSI6NTE3OSwicHVyIjoiYmxvYl9pZCJ9fQ==--624a023300af449e66eae8d5c94e81233dca2bf4/step_2.png)

### Check 4: If you use Cloudflare, turn on proxy

Cloudflare users should make sure the CNAME record is proxied — the orange cloud icon should be on, not grey. A DNS-only (grey cloud) record can block verification.

### Check 5: Wait, then click Check Status

DNS changes can take up to 24 hours to spread. After updating your record, click **Check Status** on the Custom Domain page. The page refreshes automatically while we re-check.

### Check 6: If verification failed, retry

When you see **Domain Setup Failed**, read any error details shown, fix the DNS record, and click **Retry Verification**. You can also remove the domain and add it again if you need a clean start.

![If verification failed, retry](https://help.supportpages.io/rails/active_storage/blobs/proxy/eyJfcmFpbHMiOnsiZGF0YSI6NTE4MCwicHVyIjoiYmxvYl9pZCJ9fQ==--37bdfc426faa9fc4b78f46d1e0931d78e6ce9912/step_5.png)

### Check 7: Watch for common setup mistakes

Use a **CNAME** record, not an A record. Point a subdomain like `help.yourcompany.com` — not your root domain or a SupportPages address. Enter the domain without `https://` when you first add it.

## Tips

- Add the CNAME at the DNS provider that actually serves your domain — changes at the wrong provider won't show up here.
- Lowercase your domain when you enter it; we normalize it automatically, but your DNS **Target** must match the value in the table exactly.

## Summary

Open **Settings → Custom Domain**, confirm your CNAME matches the table, turn on Cloudflare proxy if you use it, wait for DNS to propagate, then use **Check Status** or **Retry Verification**. Once verification succeeds, your help centre goes live at your custom address.