Custom domain not working

Verification keeps failing

• Propagation. DNS records take minutes to hours to become visible. Check from outside your network:

  nslookup -type=TXT support.your-company.com

  If the TXT record with the verification token does not appear, the record is missing, on the wrong name, or not yet propagated.
• Wrong record host. Some DNS providers want the host relative to the zone (support instead of support.your-company.com). Compare with an existing working record.
• The token changed. If the domain was deleted and re-added in ServiceOps, the token is new — the old TXT record does not count.

The domain verifies but the page does not load

Routing: the domain must point at ServiceOps.

• Verify: nslookup support.your-company.com — does it resolve to the address the instructions gave?
• Self-hosted: the reverse proxy must accept this hostname and route it to ServiceOps, and a TLS certificate must cover it — a certificate error in the browser means the proxy/ACME side, not ServiceOps.

The page loads without your branding

• The domain must be verified and active — check its status in Organization → Settings → Domains.
• Hard-refresh (Ctrl+Shift+R): the previous look may simply be cached.

SSO from the custom domain fails

The provider’s registered redirect URI probably names only the primary address. Register the callback exactly as ServiceOps shows it — see SSO login failed.

Emails still link to the old address

Links use the primary verified domain. Mark the custom domain as primary in Organization → Settings → Domains; the next email sent uses it.