Troubleshooting issues with domain authentication

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Below is a list of possible messages you can get while setting up domain authentication and suggestions to correct them:

  • “Your DNS records are not set up correctly.”

    This message means that the DNS records are not set up correctly with your DNS provider. Check your DNS records for typos or errors. Be sure that you are editing DNS in the correct place. For example, it is possible for a domain to be registered in Godaddy, but the DNS is managed in Cloudflare. Use this tool to see where the DNS for your domain is managed. Look for a message like this:

    Mxtoolbox example message showing DNS provider.png

    If you try to add your domain via our “Configure Domain” option when setting up a sending domain, we will automatically create the correct credentials for you after you authorize us access — this is the easiest way to set up the correct DNS records. If this does not help, please reach out to your DNS provider to work through any troubleshooting and setting up CNAME records.

  • “Your domain is set up with DKIM with the legacy TXT record at dk._domainkey.activecampaign.com. This method will work, but we recommend that you set up CNAME records instead, which are more secure.”

    As of February 23, 2023, ActiveCampaign updated DKIM from a TXT record to a CNAME record. This error message will appear if you have set up DKIM with a TXT record before February 23, 2023. This connection will still work, but it is recommended to update the CNAME record as it is more secure. To resolve this, go to Advanced Settings and click “Check DNS” for the relevant domain.

    View DNS records button.png
    You will see the relevant DNS records that should be added for the newer. more secure CNAME method:

    Example of DKIM CNAME DNS records.png

  • “Please enter a valid domain name (e.g.mydomain.com) to generate your DNS record.”

    The domain name entered is not valid. Please confirm your domain URL and check for any typos. These are the most common mistakes:
      • Do not enter a full email address like sue@mydomain.com. Only enter mydomain.com
      • Do not include any https:// or http://
      • Do not include any "paths" like contact-us in this example: mydomain.com/contact-us instead enter mydomain.com
      • Do not include "www" when entering your domain
      • Do not include any backslashes like mydomain.com/ instead enter mydomain.com
      • Do not use any capital letters like MyDomain.com instead just enter mydomain.com

  • “Only one of your CNAME records is set up. Please check your DNS records for typos.”

    This message means that one of the DNS records is not set up correctly with your DNS provider. Make sure you have both ActiveCampaign-generated CNAME records set up in your DNS provider. If both are set up, check your DNS records for typos or errors. If this does not help, please reach out to your DNS provider to work through any troubleshooting and setting up CNAME records.

Additional Resources

If you are having any issues setting up DMARC, see our troubleshooting failed email delivery from DMARC article.

Learn more about verifying and authenticating Sending Domains.

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