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A custom domain does not work

Short answer: a custom domain must both point to your server in DNS and be accepted as a domain alias by your web server or Cloudflare for SaaS setup. Check the exact verification message in the customer dashboard or wp-admin to see whether the issue is DNS, server routing, or plan benefits. Needs: Pro + WaaS

Symptom​

When adding, editing, or verifying a custom domain in the customer dashboard or in wp-admin, one of these messages appears:

  • Domain did not respond. Point DNS and add it on the server, then try again.
  • Domain is reachable but is not serving this site yet.
  • Domain is not mapped to a tenant.
  • Verify this domain before setting it as primary.
  • Custom domains are not available while sites use path URLs.
  • Custom domains are not available for your current plan.
  • Maximum 2 custom domains allowed.
  • Cannot remove your platform subdomain.
  • Domain(s) already in use by other tenants (or Domain(s) already in use)
  • Invalid domain format(s)

The domain may also show the wrong site, an SSL error, or a hosting default landing page.

Cause​

If you seeIt means
Domain did not respond. Point DNS and add it on the server, then try again.The HTTP verification check could not reach the domain over the network. DNS is not pointing to the server yet, or SSL/firewall blocked the request.
Domain is reachable but is not serving this site yet.The domain resolved and answered over HTTP, but the web server served a default host page or another site instead of routing the hostname to this WordPress install.
Domain is not mapped to a tenant.The domain is not saved in tenants.php for this site yet.
Verify this domain before setting it as primary.A domain must pass the HTTP verification check before it can become the primary address.
Custom domains are not available while sites use path URLs.The platform is running in path routing mode (path), which does not use per-site hostnames.
Custom domains are not available for your current plan.The customer's current plan does not have the allow_custom_domain benefit enabled.
Maximum 2 custom domains allowed.The site already has 2 custom domains attached, which is the per-site limit.
Cannot remove your platform subdomain.The default platform subdomain remains attached as a fallback and cannot be deleted by the customer.
Domain(s) already in use by other tenantsEach domain can belong to only one site across the platform.
Invalid domain format(s)The entered domain has invalid characters. Use example.com or subdomain.example.com without http://, https://, or IP addresses.

Check​

Checking domain status in wp-admin​

Navigate to Waas > Domains (page=grabwp-tenancy-waas-domains) to see domain verification statuses across all customer sites.

Pending domains

What you see on Waas > DomainsWhat to do
Warning: domain settings not configuredSet Domain Mode under Waas > Settings > General.
UnknownNever checked. Click the Actions checkmark to run verification.
Pending, did not respondDNS or the web server is not accepting the hostname yet. Wait for DNS propagation, then click Verify.
Pending, not serving this siteThe hostname reaches a different site or host page. Add the domain alias to the web server, then click Verify.
(stale)Last check is older than 24 hours. Run Verify again.
Verified filter is emptyNo domain has passed a check yet.

Verified domains

General environment checks​

  1. In the main site admin, go to Tenancy > Settings > Routing and confirm Routing Mode is set to domain or both (not path).
  2. Go to Waas > Settings > General and confirm Platform Domain is filled in and Domain Mode is set to Cloudflare SaaS (CNAME) or Direct IP (A record) with a matching CNAME Target or Server Public IP.
  3. Go to Waas > Settings > Plans, edit the customer's plan, and confirm the custom domain benefit (allow_custom_domain) is turned on.
  4. Check the domain's live DNS records using a tool like dnschecker.org to confirm the CNAME or A record matches the target shown in the dashboard.

Fix​

If the custom domain section is blocked​

  1. For Custom domains are not available while sites use path URLs., switch Routing Mode to both or domain under Tenancy > Settings > Routing and set a Platform Domain under Waas > Settings > General.
  2. For Custom domains are not available for your current plan., enable allow_custom_domain on the plan under Waas > Settings > Plans, or ask the customer to upgrade to a plan that includes custom domains.
  3. For Maximum 2 custom domains allowed., remove one of the existing custom domains before adding a new one.

If verification fails​

  1. Ensure the site owner points their domain DNS (CNAME or A record, depending on your Domain Mode) to the target shown in their dashboard.
  2. Add the custom domain as an alias (parked domain) on your web server or hosting panel, or complete the custom hostname check in Cloudflare for SaaS so the web server routes traffic for that hostname to your main WordPress root directory.
  3. If using Direct IP mode, ensure an SSL certificate covers the custom domain on this server. Cloudflare SaaS handles certificates automatically if DCV Delegation and CNAME Target are configured.
  4. Once DNS propagates and the web server serves the WordPress root for that hostname, click Verify again in the dashboard and then set the domain as primary.

If domain is already in use​

If you see Domain(s) already in use by other tenants:

  1. Search for the domain under Tenancy > All Tenants or Waas > Domains.
  2. Remove the domain from the previous site.
  3. Assign and verify it on the new site.

Still stuck​

If DNS points to the server and the domain alias is added on the server panel but verification still fails, send the exact error message, the Domain Mode setting from Waas > Settings > General, and the site's domain list. See What to send when you ask for help.