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Troubleshooting

whitelabel_unverified

The customer's CNAME is right, but your white-label host no longer points to Apexly.

Seen in pending_dns and dns_brokenFix is on your sideAffects every domain on the host

What it means

On Growth and above your customers can CNAME to a host of your own (for example domains.hireflow.com) instead of ours, and that host CNAMEs to edge.apexly.dev. The customer's record still points at your host, but your host no longer points at us, so the chain breaks for every domain that uses it. Live domains get 72 hours of grace before they move to dns_broken; new ones wait in pending_dns.

ExpectedCNAMEdomains → edge.apexly.dev
FoundCNAMEdomains → (no record)

Settings → White-label shows the same check for your host, with when we last looked.

Why it happens

  • The CNAME on your white-label host was deleted or changed, often during a DNS migration or a cleanup of unused records.
  • Your zone moved to a new DNS provider and the record was not copied.

What to do

  1. Restore the CNAME on your white-label host to edge.apexly.dev. Your customers don't need to change anything.
  2. Check Settings → White-label: it turns verified once we see the record again.
  3. Domains recover on their own and fire domain.verified and domain.active.
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