Setting up a Custom Domain/ CNAME from your website e.g. playbook.came.com to your Waybook to at my-team.waybook.com can be tricky. DNS, the system the Internet uses to turn website names like google.com into IP addresses like 22.214.171.124, has many unfamiliar options and can take hours if not days to update!
This guide will help answer any common problems you experience when setting up a Custom Domain for your Waybook.
Find your error message and support below:
How do I change my DNS settings?
Unfortunately, every domain registrar has a different way of managing DNS settings. If you log into the company you purchased your domain name e.g. my-company.com from, there will typically be a page called "DNS Settings" or similar.
Within this page, you will see a list of all the "records" for your domain. These records dictate where people go when typing in www.my-company.com, where email is routed when sent to you etc.
You will need to create a new record with the following information:
Name/Key: the subdomain of your CNAME. For example, if you want playbook.my-company.com, you would enter just playbook.
Updating DNS records can take up to 48 hours depending on your provider, although is typically much quicker.
I want to use my-company.com as my CNAME?
Using just your domain, with no sub-domains like playbook.my-company.com, or guides.my-company.com, is called a "naked CNAME". This special type of CNAME is only supported by a few DNS providers such as Cloudflare. You will need to speak to your domain administrator to check if your provider supports naked CNAMEs.
Please note: Waybook does not recommend setting up naked CNAMEs as things such as www.my-company.com will not be automatically created.
Waybook has to check what DNS settings your website has. If Waybook is unable to check, it will show this error message. This can happen if you have recently registered or moved your website's nameservers. Please wait a day or two and try again. If it still fails, contact Support letting us know what CNAME you are trying to use.
Waybook has asked your DNS server for information about the CNAME you have provided and has been told that there is no information to give. This can happen if you have a typo somewhere e.g. paybook.acme.com instead of playbook.acme.com. Alternatively, if you have made these updates recently, it can take up to 48 hours for the changes to be reflected across the Internet (although typically it's much faster). Try again in a few hours and let Support know if you still receive the error.
Waybook has asked your DNS server for information about the CNAME you have provided and has been told there's an existing record there, but it's not a CNAME. This can happen when you've used the wrong "DNS Record Type" e.g. `TXT` or `A` instead of `CNAME`. Please check to make sure you have added a CNAME type record with the value `cname.waybook.com`. An alternative cause if using a DNS proxy, such as Cloudflare, in between your DNS and Waybook's servers. This can result in your CNAME not working correctly as Waybook is unable to verify it is pointing to the right place.
In the unlikely event you have received this error, it means that your DNS server has returned values for another Zone. Please contact your domain administrator.
Waybook has asked your DNS server for information about the CNAME you have provided and been told there is one, but it hasn't got a value. Please make sure you have created a CNAME Type record with the value `cname.waybook.com`.
When creating your CNAME record in your DNS settings, please make sure you set the target value as `cname.waybook.com` and **not** your normal Waybook URL e.g. `my-team.waybook.com`. Waybook will automatically handle redirecting your team's Waybook URL to your new CNAME.
When creating your CNAME record in your DNS settings, please make sure you set the value to `cname.waybook.com` and not any other website such as your teams' Waybook URL or another website.
Your CNAME is a website on your domain e.g. playbook.my-company.com. Your CNAME cannot be another website on Waybook.com, for instance, my-company-copy.waybook.com is not a valid Waybook CNAME. Your CNAME should be a complete domain that you have permission to manage.