Skip to main content

Domain troubleshooting

Start with Recent requests on the domain's Management tab: it shows whether each change was Sent, is Waiting for registry, or Failed, and why.

To contact Customer Care, open a ticket, choose the domain under Related service or domain, and include the domain name, the change you tried, and the failure message from Recent requests.

A change fails​

  • Check: Recent requests has a Failed row with the reason, for example:

    The registry refused this change.

    Nothing was changed.

  • Do: check the values and try again later. For DNSSEC, copy the DS record values again from your DNS provider.

  • Customer Care: if the same change fails twice.

A DS record is refused when you save​

  • Check: the message names the value, for example:

    Digest must be exactly 64 hexadecimal characters for the selected digest type.

    A digest of the wrong length for its digest type is refused, and so is a key tag outside 0 to 65535. A record saved before the supported values were narrowed shows its old value as not supported in the Algorithm or Digest type list.

  • Do: copy the DS record from your DNS provider again, and pick the algorithm and digest type it signs the zone with. If your DNS provider signs the zone with an algorithm Dash doesn't list, switch to a listed algorithm at your provider.

  • Customer Care: if the record matches your provider exactly and is still refused.

Nameserver changes don't apply​

  • Check: Nameservers Updated shows Sent, and the Overview tab lists the new nameservers.
  • Do: if it's Sent, allow time for DNS changes to spread, often several hours and sometimes longer. For Custom DNS, make sure the zone exists at your DNS provider.
  • Customer Care: if the Overview tab still shows the old nameservers a day after a Sent change.

The EPP code never arrived​

  • Check: EPP Code Requested is in Recent requests and isn't Failed. Both the confirmation link and the code go to the Email in the domain's WHOIS Information, not your account email. The code is sent only after the registrant selects Confirm on the page the link opens.
  • Do: check that mailbox and its spam folder, and confirm the link. If the WHOIS email is wrong, update it and request the code again.
  • Customer Care: if a second request doesn't arrive.

Transfer lock or WHOIS contact details won't switch​

  • Check: the switch went back. In Recent requests, Waiting for registry means the registry hasn't applied the change yet, and Failed shows why it didn't go through.
  • Do: for Waiting for registry, reload the page after a few minutes and check the switch. The row keeps its badge. For Failed, try once more.
  • Customer Care: if it keeps failing.

The Management tab is missing​

  • Check: the status. Management appears only while the domain is Active or Expiring soon.
  • Do: for Pending or Transfer in progress, wait. For Expired, see The domain expired.
  • Customer Care: for Suspended, On hold, or Cancelled.

A transfer is stuck or rejected​

  • Check: the transfer's status, using the incoming transfer options in the domains list filter. Transfer pending waits on the previous registrar, which can take several days. Rejected usually means transfer lock was on there, or the authorization code was wrong.
  • Do: for a rejected transfer, unlock the domain at the previous registrar, get a new code, and start again from Buying a domain.
  • Customer Care: if it stays pending well beyond your previous registrar's transfer time.

The domain didn't renew​

  • Check: the Billing tab. The renewal invoice may be unpaid, or your wallet didn't cover automatic payment.
  • Do: pay the renewal invoice before expiry, or top up your wallet.

The domain expired​

  • Check: the status is Expired, and the renewal invoice was cancelled at expiry.
  • Do: nothing in Dash. After expiry, recovery and availability depend on the domain's registry and registrar lifecycle.
  • Customer Care: right away, to ask whether it can still be recovered.
Last updated on