In this article:
Before you troubleshoot
If your custom domain setup didn't complete successfully:
Check your verification status:
Go to Branding > Custom couse URLs in 7taps
Review any error messages or warnings
Note the verification status shown
Confirm you've waited long enough:
DNS changes can take up to 48 hours to propagate globally
If it's been less than 48 hours since you created the DNS record, wait before troubleshooting further
Quick tip: If you see an error message, it often points directly to the issue. Copy the exact error text when contacting support.
DNS configuration issues
These are the most common reasons custom domain verification fails.
DNS record not created
The problem: Your DNS settings haven't been updated yet, or the changes haven't propagated.
How to check:
Go to Settings > Custom Domain in 7taps and note the IP address shown
Visit MXToolbox DNS Lookup
Enter your full custom domain (e.g., learn.yourcompany.com)
Select "A Lookup" from the dropdown
Check if the result matches the IP address from your 7taps settings
How to fix:
If no record appears: The DNS record hasn't been created or hasn't propagated yet
Create the A record pointing to the IP shown in 7taps Settings > Custom Domain (setup instructions)
Wait 2-24 hours for propagation
If you see a different IP address: The A record points to the wrong location
Update the record to match the IP shown in your 7taps settings
Delete any conflicting records
Need IT team help? If you don't have access to DNS settings, share these details with your IT team:
Record type: A record
Host/Name: [your chosen subdomain]
Value/Points to: [IP address from Branding > Custom Course URLs in 7taps]
TTL: 3600 or default
Wrong record type configured
The problem: You created a CNAME record instead of an A record, or vice versa.
How to identify: Check your DNS provider's settings. You should see:
Correct: A record pointing to [IP address from Branding > Custom Course URLs in 7taps]
Incorrect: CNAME record pointing to any 7taps URL
How to fix:
Delete the CNAME record
Create an A record instead
Point it to [IP address from Branding > Custom Course URLs in 7taps]
Wait for DNS propagation (up to 48 hours)
DNS provider auto-appended domain
The problem: Some DNS providers automatically add your domain to new records, creating invalid configurations like learn.yourcompany.com.yourcompany.com.
How to check: Use MXToolbox to verify your domain doesn't have a duplicate suffix.
How to fix: In your DNS provider's settings:
If the field says "Host" or "Name": Enter only the subdomain part (e.g., "learn")
If the field says "FQDN" (Fully Qualified Domain Name): Enter the complete domain (e.g., "learn.yourcompany.com")
Common DNS providers and their behavior:
GoDaddy, Namecheap: Auto-append - enter subdomain only
Cloudflare: No auto-append - enter full domain
AWS Route 53: No auto-append - enter full domain with trailing dot
When in doubt, check your provider's documentation or test with a temporary record.
Domain ownership and access
Attempting to use a domain you don't own
The problem: You entered a domain that belongs to another organization or service.
Examples of domains you cannot use:
Competitor domains (microsoft.com, google.com)
LMS provider subdomains (yourcompany.moodle.com, yourcompany.talentlms.com)
Social media domains (yourcompany.linkedin.com)
How to fix: Use a subdomain on a domain your organization owns:
✅ Correct: learn.yourcompany.com (yourcompany.com is your domain)
❌ Incorrect: yourcompany.someoneelse.com (you don't own someoneelse.com)
If you're unsure who owns your domain:
Check with your IT team
Look up your domain's WHOIS information
Review your organization's DNS provider account
Cannot access DNS settings
The problem: You don't have permission to modify DNS records for your domain.
Who typically has access:
IT administrators
Website administrators
Domain registrar account owners
How to proceed:
Identify your DNS provider (often your domain registrar)
Contact your IT team with these details:
The subdomain you want to configure
DNS record requirements (link to setup article)
IP address to point to:
Request they create the A record or grant you DNS access
Common setup mistakes
Redirecting your main domain to 7taps
The problem: You configured yourcompany.com (root domain) to point to 7taps instead of using a subdomain.
Why this is problematic:
Your existing website will stop working
Email services may be affected
Other services using your domain will break
How to fix:
Remove the A record from your root domain
Restore your website's correct DNS configuration
Create a new A record for a subdomain instead:
learn.yourcompany.com
training.yourcompany.com
academy.yourcompany.com
Missing dot in subdomain
The problem: The subdomain was entered without a dot separator (e.g., learnyourcompany.com instead of learn.yourcompany.com).
How to identify: Review the domain you entered in 7taps Settings > Custom Domain. It should have:
A subdomain prefix (learn, training, academy)
A dot separator
Your organization's domain (yourcompany.com)
How to fix:
Go to Settings > Custom Domain in 7taps
Remove the incorrect domain
Enter the correct format with the dot (learn.yourcompany.com)
Verify your DNS A record matches this exact domain
Attempting to use an LMS subdomain
The problem: You're trying to redirect a subdomain from your LMS (like training.yourcompany.talentlms.com) to point to 7taps.
Why this won't work:
Your LMS provider controls their domain and all subdomains
They won't allow external services to use their domain infrastructure
DNS changes you make won't affect their domain
How to fix: Use a subdomain on your organization's own domain:
❌ Incorrect: yourcompany.talentlms.com (controlled by TalentLMS)
✅ Correct: learn.yourcompany.com (controlled by your organization)
Verification timing and propagation
How long DNS propagation takes
DNS changes don't happen instantly. Here's what to expect:
Typical timeline:
Immediate to 2 hours: Changes visible in some locations
2-24 hours: Changes propagated to most DNS servers worldwide
24-48 hours: Complete global propagation
Factors that affect timing:
TTL (Time To Live) settings on your previous DNS records
Your DNS provider's update speed
Geographic distribution of DNS servers
Checking propagation status
Use these tools to monitor DNS propagation:
MXToolbox:
Enter your custom domain
Select "A Lookup"
Verify it shows [IP address from Branding > Custom Course URLs in 7taps]
WhatsmyDNS:
Visit whatsmydns.net
Enter your custom domain
Select "A" record type
Check propagation across global DNS servers
Expected results:
Green checkmarks indicate successful propagation to that location
Results showing [IP address from Branding > Custom Course URLs in 7taps] confirm correct configuration
Mixed results are normal during propagation period
When to retry verification in 7taps
If verification fails:
Wait 2-4 hours for initial propagation
Check DNS lookup tools to confirm your record is visible
Return to Settings > Custom Domain in 7taps
Click "Verify Domain" again
If still failing after 48 hours:
Double-check your DNS configuration against setup instructions
Contact support with DNS lookup results and error messages
Getting additional help
Information to provide support
When contacting 7taps support about custom domain issues, include:
Essential details:
The custom domain you're trying to configure
Screenshot of the error message in 7taps
Your DNS provider's name
Screenshot of your DNS record configuration
Helpful additional information:
Results from MXToolbox DNS lookup
How long ago you created the DNS record
Whether you have access to DNS settings or need IT team involvement
Any previous custom domain configurations you've attempted
Before contacting support
Try these quick checks:
Confirmed the DNS record exists and points to [IP address from Branding > Custom Course URLs in 7taps]
Verified at least 24 hours have passed since creating the record
Checked for duplicate or conflicting DNS records
Confirmed you're using a subdomain (not root domain)
Tested DNS lookup using external tools
Contact support
Email support@7taps.com with:
Subject line: "Custom Domain Setup Issue - [yourdomain.com]"
Your account information
Details from the checklist above
Response time: We typically respond within one business day and will help you identify and resolve the configuration issue.
Related articles
Setting Up a Custom Domain - Complete setup instructions
Using an Internal Custom Domain - For VPN/intranet-only environments
DNS provider-specific guides (if available)
Still stuck? Don't hesitate to reach out to support. Custom domain issues are often simple to resolve once we identify the specific configuration problem.