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My Custom Domain is Not Working — Troubleshooting

Written by Bouncy Admin
Updated over 2 months ago

If your custom domain isn't working as expected, this guide covers the most common issues and how to fix them.

Domain Stuck on PENDING_VERIFICATION

Problem

You added DNS records but clicking Verify doesn't change the status.

Solutions

  1. Check DNS propagation — Use the built-in DNS Propagation Checker to confirm your records are visible. If they're not showing yet, wait and try again.

  2. Verify your A or CNAME record

    • Root domains: You need an A record with host @ pointing to 216.150.1.1

    • Subdomains: You need a CNAME record with your subdomain pointing to cname.vercel-dns.com

  3. Verify your TXT record

    • Host should be _bouncy (or _bouncy.yourdomain.com depending on your registrar)

    • Value should match the verification code shown in Bouncy exactly — no extra spaces or characters

  4. Remove conflicting records — If you have existing A, AAAA, or CNAME records for the same hostname, they may conflict. Remove them before adding the Bouncy records.

  5. Wait up to 48 hours — While most DNS changes propagate within 30 minutes, some registrars can take up to 48 hours.

Domain Shows VERIFIED But Links Don't Work

Problem

The domain status shows VERIFIED or ACTIVE, but visiting your links shows an error page.

Solutions

  1. Wait for SSL provisioning — After verification, Bouncy provisions an SSL certificate for your domain. This can take a few minutes. Try again in 5-10 minutes.

  2. Clear your browser cache — Your browser may be caching an old DNS result. Try opening the link in an incognito/private window.

  3. Check that the link exists — Make sure you've created a deeplink, app link, or website using this custom domain. The domain itself won't show anything without a link assigned to it.

"Domain Already Connected" Error

Problem

When trying to add a domain, you see a message saying it's already connected.

Solutions

  1. Check your domain list — The domain may already be in your account. Look through your connected domains.

  2. Another account is using it — If the domain was previously connected to a different Bouncy account, it needs to be removed there first. Contact support for help.

Cloudflare-Specific Issues

If you manage DNS through Cloudflare, there are extra considerations:

Proxy Must Be Disabled

The orange cloud (proxy) icon must be turned off for your A or CNAME record. Cloudflare's proxy intercepts traffic, which prevents Bouncy from:

  • Verifying your domain ownership

  • Provisioning SSL certificates

  • Correctly routing your links

Fix: In Cloudflare DNS settings, click the orange cloud next to your record to turn it grey (DNS only).

CNAME Flattening

Cloudflare may flatten CNAME records at the root level. If you're using a root domain with Cloudflare, this can sometimes cause issues. Consider using a subdomain instead.

SSL Certificate Errors

Problem

Visitors see a "Not Secure" warning or SSL error when accessing your custom domain.

Solutions

  1. Wait for provisioning — SSL certificates are issued automatically after domain verification. This usually takes 5-15 minutes but can take up to an hour.

  2. Ensure no proxy is active — Cloudflare or similar CDN proxies can interfere with SSL issuance. Make sure your DNS record is set to DNS-only mode.

  3. Check for CAA records — If your domain has CAA (Certificate Authority Authorization) records, they may prevent Bouncy's SSL provider from issuing a certificate. Add the appropriate CAA record or remove restrictive ones.

Domain Works Sometimes But Not Always

Problem

The domain works intermittently or only on some networks.

Solutions

  1. DNS propagation may be incomplete — Different ISPs and DNS resolvers update at different speeds. Use the propagation checker to verify.

  2. TTL-related caching — If you recently changed DNS records, old cached values may still be served by some resolvers. This resolves itself once the TTL expires.

  3. Check for multiple records — Having both old and new DNS records for the same hostname can cause inconsistent behavior. Remove any records you don't need.

I Added the Wrong DNS Records

Fix

  1. Go to your domain registrar's DNS management panel

  2. Delete the incorrect records

  3. Add the correct records as specified in Bouncy

  4. Wait for propagation and try verifying again

Still Need Help?

If you've tried all the steps above and your domain still isn't working:

  1. Take a screenshot of your DNS settings at your registrar

  2. Note the exact error message you're seeing

  3. Contact Bouncy support with this information

Related Articles

Related Articles
How to Connect a Custom Domain to Bouncy
Understanding DNS Setup (CNAME and TXT Records)
How to Connect a Custom Domain to Bouncy
Understanding DNS Setup (CNAME and TXT Records)
My Custom Domain is Not Working — Troubleshooting
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