Your domain isn't working

If your custom domain doesn't open your store, or the Domain page still says Not configured, check these steps in order. Most of the time the DNS record is wrong or hasn't finished updating.

Check the domain status

1. Go to Settings › Domain.
2. Click Refresh next to the domain box. This checks the domain again, and registers it again if the last save couldn’t register it.
3. Look at the label under the domain box.

The label Configured means the domain and the https certificate are ready. The label Not configured means EcomWeb doesn’t see the right DNS record yet, or the certificate isn’t issued yet. If so, continue with the sections below.

On a phone, tap the menu icon in the top left corner, choose Settings, then tap the list icon next to Settings and choose Domain.

Fix the DNS record

Open the DNS management page at your domain provider and put it next to the suggested DNS record box in EcomWeb so you can compare them.

1. Check that the record type is CNAME.
2. Check that the record name matches the Name/Host column. A common mistake is entering the whole domain in the name box when your provider adds the domain by itself, which ends up as www.myshop.vn.myshop.vn.
3. Check that the value matches the Value/IP column, with nothing missing and no extra spaces.
4. Delete any other records with the same name, for example an old A record for www.
5. Check that the TXT record from the second row exists too, with the same name and value. Without it the domain stays Not configured even when the CNAME is right.
6. If your domain uses Cloudflare, check that the CNAME’s Proxy status is DNS only (grey cloud).
7. Save the change at your provider.
8. Wait a while, then click Refresh in EcomWeb.

To add a record from scratch, see Set up DNS records at your domain provider.

Show the DNS record box again

The DNS record box shows under the domain box whenever a custom domain is saved. If you don’t see the box, it is usually because the domain was just saved, or saved by another team member.

1. Go to Settings › Domain.
2. Click Refresh.

If the box says there is no DNS record for the domain yet, wait a while and click Refresh again. If it stays the same, contact EcomWeb support.

Fix an error when saving the domain

If the page says the domain is already connected to another store and you own the domain, add the TXT record the page shows at your provider, wait a few minutes, then click Save again. The domain then moves to your store.

If the page says root domains aren’t supported, add www. before the domain, for example www.myshop.vn. If the page says the domain is invalid under the box, remove https://, the / and any spaces.

1. Edit the domain in the Custom Domain (optional) box, in lowercase.
2. Click Save.

To let customers who type the root domain still reach your store, set up a redirect from the root domain to www at your provider, as described in the article Set up DNS records at your domain provider.

Send customers to the free address while you wait

When your store is open and has a custom domain, customers who open the free address are always sent to the custom domain, even if the domain isn’t working yet. If you need more time to fix DNS, remove the domain for now.

1. Go to Settings › Domain.
2. Delete everything in the Custom Domain (optional) box.
3. Click Save.

The free address opens your store again. When the DNS record is ready, enter the domain again and save.

Frequently asked questions