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ZenBusiness

Troubleshoot Website Builder Domain Publishing and DNS Issues

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If your Website Builder site is not live, first confirm the site is published, then check the domain connection. ZenBusiness domains may connect automatically, while third-party domains usually require exact DNS records at the registrar. DNS changes commonly take 24–48 hours, and nameserver changes can take longer.

Step 1: Confirm the Site Is Published

Saving in the editor is not the same as publishing. Website Builder may auto-save your draft work, but visitors do not see it until you click Publish.

Before troubleshooting DNS, confirm:

  1. You opened the correct business in your ZenBusiness account.
  2. You opened the correct Website Builder site.
  3. You clicked Publish after the latest edits.
  4. The live URL opens in an incognito/private browser window.
  5. The site is not intentionally unpublished or private.

If your changes are not visible after publishing, hard refresh the live site or open it in a private browser. Some changes can be affected by browser cache or site caching for a short time.

Step 2: Identify Where the Domain Is Registered

Your next step depends on who controls DNS for the domain.

Domain situation What to do
Domain purchased through ZenBusiness Check Web Tools / Domains and Website Builder connection status. ZenBusiness-managed domains may connect automatically.
Domain at GoDaddy, Namecheap, Squarespace, Cloudflare, etc. Add the A and CNAME values shown in Website Builder to that registrar's DNS panel.
Nameservers changed to Cloudflare or another provider Edit DNS at the active nameserver provider, not necessarily where you bought the domain.
Unsure who hosts DNS Check the domain's nameservers or ask support to help identify where DNS is controlled.

Do not edit random DNS records. Only update the records Website Builder tells you to change. Leave MX records alone if you use email on the domain.

Step 3: Add the Required DNS Records

For a third-party domain, Website Builder usually provides records for both the root domain and the www subdomain. The exact values can vary by account or site, so use the values shown in your ZenBusiness Website Builder connection screen.

Typical setup steps:

  1. In ZenBusiness, open Website Builder and choose Connect Domain or the domain connection screen.
  2. Copy the A record and CNAME values shown there.
  3. Log in to the registrar or DNS host for the domain.
  4. Add or edit the A record for the root domain (@ or blank hostname).
  5. Add or edit the CNAME record for www.
  6. Remove conflicting A/CNAME records that point the same host to another platform.
  7. Save and wait 24–48 hours for DNS propagation.
  8. Test both example.com and www.example.com.

If you use business email, do not delete MX or TXT records while connecting the website. Those records may control email delivery and domain verification.

Step 4: Troubleshoot Common Domain Symptoms

Site shows a ZenBusiness subdomain

This usually means the custom domain is not fully connected yet. Confirm the site is published, DNS records match exactly, and enough propagation time has passed.

Domain is pending verification

Pending verification usually means DNS has not propagated or the required record is missing or incorrect. Compare the hostname, record type, and value exactly. Small differences, extra spaces, or wrong record types can prevent verification.

Site says connection refused

A connection-refused message can happen when DNS points to the wrong destination, the site is not published, the root and www records do not match, or the Website Builder site binding needs review. If records look correct after 48 hours, contact support with screenshots of current DNS records and the exact error.

Domain disconnects every few days

Do not keep changing records blindly. Save screenshots of the current A, CNAME, MX, TXT, and nameserver settings. Repeated disconnects after a domain previously worked may need Web Services to review the Website Builder site binding and DNS history.

SSL or HTTPS is not working

SSL usually depends on the site being published and DNS pointing correctly. If DNS was just changed, wait for propagation. If the domain has been correctly connected for more than 48 hours and HTTPS still fails, contact support with the domain and screenshots.

What to Send Support

For faster troubleshooting, include:

  • Domain name
  • Registrar or DNS host (GoDaddy, Namecheap, Squarespace, Cloudflare, etc.)
  • Whether the issue affects root domain, www, or both
  • Screenshot of A records
  • Screenshot of CNAME records
  • Screenshot of nameservers
  • Screenshot of the Website Builder connection screen
  • Exact error message visitors see
  • Whether the site was ever working before
  • Approximate time the DNS records were changed

This helps support determine whether the issue is DNS, publishing, SSL, account provisioning, or site binding.

Frequently Asked Questions

How long does it take for my Website Builder site to go live?

Publishing the site is usually immediate, but a new or changed custom domain can take 24–48 hours for DNS propagation. During that window, some visitors may see the old site, a subdomain, or an error while other locations already see the new site.

Why does my domain show the old website?

The domain may still have DNS records pointing to the old platform, or propagation may not be complete. Check the A and CNAME records for both the root domain and www. Remove conflicting records that point the same host to another website provider.

My ZenBusiness domain is not connecting automatically. What should I do?

Confirm the site is published and that you are viewing the correct business in your account. If the domain was purchased through ZenBusiness and still does not connect after the connection status says it should, contact support. ZenBusiness-managed domains may require Web Services review if auto-connection fails.

Can I use a third-party domain with ZenBusiness Website Builder?

Yes. You can connect a domain registered at GoDaddy, Namecheap, Squarespace, Cloudflare, or another provider by adding the DNS records shown in Website Builder to that provider's DNS panel. If nameservers point somewhere else, edit DNS wherever the active nameservers are hosted.

Will connecting my website break my email?

It should not if you only change the website records. Website records are usually A and CNAME records. Email uses MX and often TXT records. Do not delete MX or TXT records when connecting your site unless your email provider specifically tells you to.

What if only www works, but the root domain does not?

Check both records. The root domain usually uses an A record, while www often uses a CNAME. If only one version works, the other record is probably missing, incorrect, or still propagating. Add the missing record exactly as shown in Website Builder.

What if DNS looks correct but the site still fails?

If records match exactly, the site is published, and 48 hours have passed, contact support. Include screenshots of DNS, nameservers, the Website Builder connection screen, and the exact error. Support may need to review site binding, SSL, or account provisioning.