Why it matters
If your domain or email setup is not working, you may not be able to send emails, use branded links, or receive replies. This guide helps you understand what’s happening, including status indicators, and what actions to take to complete setup.
Key Concepts
Domain status: The overall state of the domain (for example, active or pending).
Email status: Indicates whether the domain is ready to send and receive emails.
Link status: Indicates whether the domain is ready for branded links.
Pending: Setup is still in progress.
Active: Setup is complete and ready to use.
Failed/Canceled: Setup did not complete successfully and needs attention.
DNS verification: The process of confirming your domain records are correctly configured.
Reply routing: Where inbound replies are sent after a customer responds.
Step-by-Step: Troubleshoot Domain and Email Issues
Go to Settings and open Domains.
Locate the domain you want to review.
Check all statuses:
Domain status
Email status
Link status
Identify which part is not active.
Click into the domain to review setup details and DNS records.
If using a third-party domain, compare DNS records with your domain provider.
Confirm each record matches exactly (type, name, value).
Wait for DNS propagation if changes were recently made.
Check your Email Channel settings if the domain is active but not selectable.
Send a test email to confirm sender behavior and reply routing.
If setup failed, remove and re-add the configuration.
How to Read Statuses
Domain = Active, Email = Pending
Email setup is still verifying. Wait or check DNS.
Domain = Active, Email = Failed/Canceled
Email setup did not complete. Restart setup.
Links = Active, Email = Not working
Link setup is complete, but email DNS records are missing.
Everything = Active but not working
Check email channel configuration and sender settings.
Tips and Best Practices
Always check domain, email, and link statuses separately
DNS issues are the most common cause of setup failure
Small mistakes in DNS records can block verification
Allow up to 24 hours for DNS propagation
Test both sending and reply behavior before going live
Troubleshooting
Issue | Possible Cause | Fix |
DNS records not verifying | Records missing, incorrect, or not propagated | Recheck all DNS records and wait up to 24 hours |
Email setup stuck in pending | Verification still in progress | Wait, then recheck DNS if delayed |
Domain not appearing in email settings | Email setup incomplete | Complete setup and wait for activation |
Replies not received in Whippy | Reply routing misconfigured or external sender used | Check channel sender and domain setup |
Setup shows failed or canceled | Setup process did not complete | Remove and re-add the configuration |
Links work but email does not | Email DNS records not configured | Add required Mailgun records |
Emails show “via whippymail.com” | Sender address does not match sending domain | Align sender address with configured domain |
Domain active but not usable | Email or link setup incomplete | Check statuses and finish setup |