Troubleshoot DNS Configuration for White Label Instances

If your WhatConverts White Label instance is not activating after you have added the required DNS records, the issue is almost always related to a DNS configuration error at your domain provider. This article covers the most common DNS issues that prevent White Label instances from completing setup and how to resolve them.

A CAA record is blocking SSL certificate generation

Certification Authority Authorization (CAA) records control which Certificate Authorities are permitted to issue SSL certificates for your domain. If your primary domain has an existing CAA record, it may prevent WhatConverts from generating the SSL certificate required for your White Label subdomain.

How to resolve a CAA record conflict

To troubleshoot this issue:

1. Log in to your DNS provider and review the existing records for your primary domain.
2. Check whether a CAA record is present on the root domain.
3. If a CAA record exists, add a new CAA record specifically for your White Label subdomain (e.g., leads.yourdomain.com).
4. Set the record type to CAA and the value to amazonaws.com.
5. Save the record and allow time for DNS propagation before retesting your White Label instance activation.

Cloudflare proxy mode is preventing DNS verification

If your domain is managed through Cloudflare, new DNS records are often set to Proxy mode by default. When Proxy mode is active, traffic is routed through Cloudflare's servers, which prevents WhatConverts from verifying your DNS records and completing the White Label setup.

How to disable Cloudflare proxy mode

To troubleshoot this issue:

1. Log in to your Cloudflare dashboard and navigate to the DNS settings for your domain.
2. Locate the DNS record added for your White Label instance.
3. Check whether the record shows an orange cloud icon, which indicates Proxy mode is active.
4. Click the orange cloud icon to switch the record to DNS Only mode. The icon will change to grey when proxy mode is disabled.
5. Save the change and retest your White Label instance activation.

The DNS record contains a duplicated domain name

Some DNS providers automatically append your root domain to any record you enter. If you enter the full subdomain (e.g., leads.yourdomain.com) into the host field, the provider may publish it as leads.yourdomain.com.yourdomain.com, which will prevent the record from resolving correctly.

How to fix a duplicated domain name in a DNS record

To troubleshoot this issue:

1. Log in to your DNS provider and view your published DNS records.
2. Locate the record added for your White Label instance and review the full published domain name.
3. If the domain name appears doubled (e.g., leads.yourdomain.com.yourdomain.com), open the record and remove the root domain portion from the host field.
4. Enter only the subdomain prefix in the host field (e.g., leads) and save the record.
5. Confirm the published record now shows the correct domain name before retesting.

The DNS provider does not support underscores in record names

Some WhatConverts verification records contain underscores in their record names. Certain older DNS providers do not support underscores and will return an error when you attempt to add the record manually.

How to resolve unsupported underscore errors

To troubleshoot this issue:

1. Attempt to add the verification record provided during your White Label instance setup.
2. If your DNS provider returns an error stating underscores are not permitted, do not attempt to modify the record name, as this will invalidate the verification.
3. Contact WhatConverts Support at support@whatconverts.com for assistance with an alternative verification method.

Related Topics

• What is the White Label?
• Activate the White Label
• Configure Your White Label Settings and Branding