Connect a custom domain

Use a hostname you own, such as help.example.com, for a branded help address. Keep the standard Customer Help URL available until the custom domain shows Active and opens with HTTPS.

Add the hostname

Hostname — Enter only the host you own, such as help.example.com: no https://, path, port, query, fragment, wildcard, username, or password. Use a subdomain you control, confirm its spelling, and remember that the same hostname cannot belong to two businesses.

Adding a domain starts setup and can send instructions. Customers cannot use the address until the required DNS checks and HTTPS setup finish.

Canonical public routes

An added hostname does not become the search-facing address while it is Pending or while HTTPS is incomplete. When the primary custom domain is Active, it becomes the canonical origin for the business’s public pages:

• / is the default brand;
• /<brand-page-link> is each additional brand;
• /locations/<location-id> is a default-brand location;
• /<brand-page-link>/locations/<location-id> is an additional-brand location.

The primary business language uses those unprefixed routes. A non-primary Spanish (Mexico) version adds /es before the route, and a non-primary English (United States) version adds /en. Standard customer.help versions permanently redirect to the active primary domain, and the custom-domain sitemap contains the matching canonical URLs. Other active domain aliases must not be treated as separate indexable copies.

Create DNS records

In the account that manages DNS for your domain:

1. Create a CNAME from the chosen hostname to the exact target shown in Customer Help, normally customers.customer.help.
2. If a TXT ownership name and value are shown, create that exact record as well.
3. Remove conflicting A, AAAA, or CNAME records at the same name.
4. Save, wait for DNS propagation, then return to Domains.

Some DNS dashboards add your main domain automatically. Follow the dashboard’s format so you do not enter the domain twice. Do not enable proxying or flattening unless the setup instructions explicitly tell you to.

Understand status

State	Meaning
Pending / Needs DNS check	Required public DNS is not verified yet or has not propagated.
Checking	The records are visible and the remaining checks are continuing.
Active	Routing and HTTPS certificate are active. Test the hostname before announcing it.
Needs attention	DNS, ownership, or HTTPS setup needs correction.
Manual activation	Automatic activation is unavailable; contact support after confirming DNS is correct.

DNS validation and HTTPS setup can finish at different times. A correct CNAME alone does not mean HTTPS is ready.

Refresh, verify, or retry

Refresh status checks the latest state. Verify checks DNS and ownership when available. Retry starts another attempt after you correct the problem. Avoid repeated rapid retries; DNS changes and HTTPS setup can take time.

Remove safely

Before removal, replace the custom address with the standard Customer Help address on websites, emails, search profiles, and QR codes. Remove the domain in Customer Help, then remove its DNS records. This stops the custom address but does not delete the brand pages.

After removal completes, the standard customer.help brand and location URLs become canonical again. Sitemap caches target refresh within five minutes, but browsers, DNS resolvers, and search engines may retain older information longer. Keep the standard URLs available throughout the transition.

If removal does not finish, contact support with safe details about the problem and wait for Customer Help to confirm whether the domain was removed. Do not recreate its DNS records until the result is clear.

Permissions, billing, and visibility

Only Administrators manage domains. The custom-domain feature must show as active before the address can become active. The hostname and DNS records are public. Billing details and support messages are visible only in the Portal.

Troubleshooting

• CNAME not found: confirm the record name and target, check that the domain was not entered twice, remove conflicting records, and allow time for the DNS change to appear.
• Validation works but HTTPS is pending: leave the correct DNS records in place and allow HTTPS setup to finish.
• Failed after changing DNS: correct the record, wait for propagation, refresh once, then retry.
• Works for some people only: DNS changes can reach different networks at different times. Keep the correct records unchanged while the update completes.
• Manual activation: provide the hostname and a screenshot or public lookup of the DNS records to support—never send passwords or sign-in codes.