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Domain troubleshooting

Start with Recent requests on the domain's Management tab: it shows whether each change was Sent 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: Dash showed Something went wrong on our side, and Recent requests has a Failed row with the reason, such as Unable to update nameservers. Please try again later.
  • 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 save is blocked by a field message​

  • Check: the message under the field, for example a name without a first and last name, Each nameserver must be a valid hostname., a child nameserver row missing its host or IP address, or Please fill at least one complete DS record.
  • Do: fix the field and save again. Nothing was sent.

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 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 provider signs with an algorithm Dash doesn't list, ask it to reissue the key with one that is listed.
  • 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 shows Sent. The registrar emails the code to the Email in the domain's WHOIS Information, not your account email.
  • Do: check that mailbox and its spam folder. 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 privacy won't switch​

  • Check: the switch went back, and Recent requests shows a failure starting Unable to update.
  • Do: 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. With Auto-renew off, no renewal invoice was issued. With it on, the invoice may be unpaid, or your wallet didn't cover automatic payment.
  • Do: pay the renewal invoice before expiry, or top up your wallet. Turn auto-renew on if you want to keep the domain.

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.
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