> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting domains

> Resolve common domain connection issues including DNS configuration, SSL certificates, verification failures, and propagation delays in the HoopAI platform.

When your custom domain is not connecting or behaving as expected, the issue typically involves DNS settings, SSL provisioning, or verification timing. This guide walks you through the most common domain problems in the HoopAI platform and how to fix them.

***

## DNS configuration issues

### Domain not connecting after adding DNS records

<Steps>
  <Step title="Verify the correct record type">
    Hoop requires either a **CNAME** or **A record** depending on the domain type. Subdomains (e.g., `app.yourdomain.com`) use a CNAME, while root domains (e.g., `yourdomain.com`) use an A record. Confirm you added the correct type in your DNS provider.
  </Step>

  <Step title="Check for conflicting records">
    If a CNAME and an A record exist for the same hostname, they will conflict. Remove the conflicting record in your DNS provider's dashboard before adding the Hoop record.
  </Step>

  <Step title="Confirm the record value">
    Double-check that the record value matches exactly what Hoop provides in **Settings > Domains**. A single typo will prevent the connection.
  </Step>

  <Step title="Wait for propagation">
    DNS changes can take anywhere from 5 minutes to 48 hours to propagate globally. Use a tool like [whatsmydns.net](https://whatsmydns.net) to check propagation status.
  </Step>
</Steps>

<Note>
  Some DNS providers add the root domain automatically. If Hoop asks you to create a CNAME for `app`, do not enter `app.yourdomain.com` — just enter `app`. Check your provider's documentation for their specific convention.
</Note>

***

## SSL certificate issues

| Issue                            | Cause                                           | Fix                                                                |
| -------------------------------- | ----------------------------------------------- | ------------------------------------------------------------------ |
| SSL certificate not provisioning | DNS records not yet propagated                  | Wait up to 48 hours, then re-check in **Settings > Domains**       |
| "Not Secure" warning in browser  | SSL certificate pending or expired              | Click **Refresh SSL** in the domain settings panel                 |
| Mixed content warnings           | Page loads resources over HTTP instead of HTTPS | Ensure all embedded links, images, and scripts use `https://` URLs |

<Warning>
  SSL certificates are provisioned automatically once DNS verification passes. If the certificate has not been issued after 48 hours, disconnect and reconnect the domain in Hoop to trigger a new provisioning attempt.
</Warning>

***

## Domain verification failures

<Steps>
  <Step title="Check the TXT record">
    Some domain setups require a TXT verification record. Navigate to **Settings > Domains**, copy the TXT record value, and add it to your DNS provider under the specified hostname.
  </Step>

  <Step title="Remove proxy settings temporarily">
    If you use Cloudflare or a similar CDN, set the DNS record to **DNS Only** (gray cloud) instead of **Proxied** (orange cloud) until verification completes. You can re-enable the proxy afterward.
  </Step>

  <Step title="Retry verification">
    After adding or correcting DNS records, click **Verify Domain** in Hoop. If verification still fails, wait 30 minutes and try again to allow for propagation.
  </Step>
</Steps>

***

## Custom domain setup for funnels and websites

<Steps>
  <Step title="Add the domain in settings first">
    Go to **Settings > Domains** and add your custom domain. Complete DNS verification before assigning it to a funnel or website.
  </Step>

  <Step title="Assign the domain to your funnel or website">
    Open the funnel or website builder, navigate to **Settings**, and select your verified domain from the dropdown. Publish the page after assigning the domain.
  </Step>

  <Step title="Test the domain">
    Open a private browser window and navigate to your custom domain. Confirm the page loads correctly with HTTPS.
  </Step>
</Steps>

***

## Email sending domains

<Tip>
  Setting up a custom email sending domain improves deliverability and prevents your emails from landing in spam. This requires adding both SPF and DKIM records in your DNS provider.
</Tip>

* Navigate to **Settings > Email Services** and click **Add Sending Domain**
* Add the SPF TXT record and DKIM CNAME records provided by Hoop to your DNS
* Wait for verification to complete — this can take up to 24 hours
* Once verified, select the domain as your default sending domain in email campaigns

***

## FAQs

<AccordionGroup>
  <Accordion title="How long does DNS propagation take?">
    Most DNS changes propagate within 1–2 hours, but it can take up to 48 hours in some cases. During this time, the domain may work intermittently depending on the user's location.
  </Accordion>

  <Accordion title="Can I use the same domain for my funnel and website?">
    You can use the same root domain with different subdomains. For example, use `www.yourdomain.com` for your website and `offers.yourdomain.com` for your funnel.
  </Accordion>

  <Accordion title="Why does my domain show a Hoop-branded page instead of my content?">
    This happens when the domain is verified and connected but not assigned to a specific funnel, website, or landing page. Assign the domain to your published content in the builder settings.
  </Accordion>
</AccordionGroup>