Troubleshooting Guide
Solutions to common domain and DNS issues you might encounter
Domain Registration Issues
Domain Shows as Unavailable
Possible Causes:
- • Domain is already registered to another party
- • Domain is in a redemption or pending delete status
- • Registry restrictions or reserved name
- • Premium domain requiring special pricing
Solutions:
- Try alternative domain extensions (.co.uk, .uk, .com)
- Add prefixes or suffixes to your desired name
- Check if domain is available for transfer instead
- Contact support for premium domain pricing
- Set up domain monitoring for expired domains
Registration Payment Failed
Common Payment Issues:
- • Insufficient funds or credit limit exceeded
- • International transaction blocked by bank
- • Incorrect billing information
- • 3D Secure authentication failed
Solutions:
- Verify card details and billing address are correct
- Contact your bank to authorize international transactions
- Try an alternative payment method
- Ensure your card supports online purchases
- Check for any temporary holds on your account
Website Not Loading
Quick Diagnostic Steps
Step-by-Step Diagnosis
- Try accessing your site from different devices/networks
- Check if www version works when non-www doesn't (or vice versa)
- Test with different browsers
- Clear browser cache and DNS cache
- Check domain status in your dashboard
DNS-Related Issues
No A Record or Incorrect IP
Your domain doesn't point to the correct server IP address.
Fix: Add/update A record in DNS management with your hosting provider's IP.
DNS Propagation Delay
Recent DNS changes haven't fully propagated globally.
Fix: Wait 24-48 hours for full propagation, use DNS checker tools.
Wrong Nameservers
Domain is using incorrect nameservers for your hosting setup.
Fix: Update nameservers to match your hosting provider's requirements.
Server-Related Issues
- Server Down: Contact your hosting provider
- SSL Certificate Issues: Check certificate validity and installation
- Firewall Blocking: Verify server firewall allows HTTP/HTTPS traffic
- Resource Limits: Check if hosting account has exceeded limits
Email Delivery Problems
Email Not Receiving
Most Common Causes:
- • Incorrect or missing MX records
- • MX records pointing to wrong mail server
- • Email server configuration issues
- • DNS propagation delays after changes
Troubleshooting Steps:
- Verify MX records are configured correctly in DNS
- Check MX record priorities (lower numbers = higher priority)
- Test email server connectivity on correct ports
- Confirm email account exists on the mail server
- Check spam/junk folders
Email Sending Issues
SPF Record Missing/Incorrect
Add TXT record: "v=spf1 include:yourmailprovider.com ~all"
DKIM Not Configured
Add DKIM TXT records provided by your email service
DMARC Policy Issues
Configure DMARC record for email authentication
Popular Email Provider Settings
Google Workspace
MX: aspmx.l.google.com (1)
SPF: include:_spf.google.com
DKIM: google._domainkey
Microsoft 365
MX: tenant.mail.protection.outlook.com
SPF: include:spf.protection.outlook.com
DKIM: selector1._domainkey
Domain Transfer Problems
Transfer Request Denied
Common Denial Reasons:
- • Domain is locked at current registrar
- • Incorrect or expired authorization code
- • Recent registration or transfer (60-day rule)
- • Outstanding balance with current registrar
- • Dispute or legal hold on domain
Resolution Steps:
- Contact current registrar to unlock domain
- Obtain fresh authorization code
- Resolve any billing issues
- Wait for 60-day period to expire if applicable
- Retry transfer with correct information
Transfer Taking Too Long
Normal transfer timeline is 5-7 days, but delays can occur:
- Day 1-2: Transfer request processed and emails sent
- Day 3-5: Current registrar response period
- Day 6-7: Transfer completion or auto-approval
Speed Up Transfer
- Approve transfer request emails promptly
- Ensure admin contact email is accessible
- Contact losing registrar to expedite if needed
- Monitor transfer status in dashboard
Account & Dashboard Issues
Cannot Login to Dashboard
Forgotten Password
Use "Forgot Password" link on login page to reset
Account Locked
Wait 30 minutes or contact support to unlock
2FA Issues
Use backup codes or contact support for 2FA reset
Domain Not Showing in Dashboard
Possible Reasons:
- Domain registered under different account/email
- Recent transfer still processing
- Domain expired and removed from active list
- Browser cache showing outdated information
Solutions:
- Check all email accounts you might have used
- Clear browser cache and refresh page
- Search for domain using the search function
- Contact support with domain name and purchase details
API Integration Issues
Common API Errors:
- • 401 Unauthorized: Invalid or expired API key
- • 429 Rate Limited: Too many requests per hour
- • 400 Bad Request: Invalid request format or parameters
- • 404 Not Found: Domain or resource doesn't exist
Check our API Documentation for detailed error codes and integration examples.
Diagnostic Tools & Resources
Online Diagnostic Tools
DNS Tools
- • whatsmydns.net (propagation checker)
- • dns-lookup.com (record lookup)
- • dnschecker.org (global DNS check)
Email Tools
- • mxtoolbox.com (email diagnostics)
- • mail-tester.com (spam score check)
- • dkimvalidator.com (DKIM verification)
Website Tools
- • downforeveryoneorjustme.com
- • isitdownrightnow.com
- • pingdom.com (uptime monitoring)
SSL Tools
- • ssllabs.com/ssltest
- • sslcert.co (certificate checker)
- • sslshopper.com (SSL installation)
Command Line Diagnostics
# DNS Lookup nslookup yoursite.co.uk dig yoursite.co.uk # Ping Test ping yoursite.co.uk # Trace Route traceroute yoursite.co.uk # Port Testing telnet yoursite.co.uk 80 telnet mail.yoursite.co.uk 25