My custom domain or SSL isn't working

Symptom: your branded address (e.g. ads.yourbrand.com) doesn't open, shows a certificate warning, or still shows an old page.

The platform runs on your web address with its own SSL certificate (White Label DSP). When it doesn't, the cause is almost always DNS.

Checks, in order

1. Is the DNS record in place? In your domain registrar or DNS provider, confirm the record for the subdomain exists exactly as given in your platform settings or by support. A typo in the host name is the most common mistake.
2. Has it propagated? DNS changes can take time. Check from a public DNS lookup tool, not only your own computer.
3. Is there a conflicting record? An old A or CNAME record for the same name will win. Remove it.
4. Is a proxy in front? If your DNS provider proxies traffic (for example an orange-cloud setting), the certificate check may fail. Try DNS-only while the certificate is issued.
5. Certificate warning only? The certificate is issued after DNS points correctly. Fix DNS, wait, then reload.
6. Old page still showing? Clear the browser cache or try a private window.

Still not working

Contact support with the domain, the DNS records you set (a screenshot is fine) and what you see in the browser. The Custom Domain plugin ($290) is set up for you, SSL included.

Related: Branding your platform: domain, logo and emails · Sign-in and account access problems