Hello - I have a client who, accidently, created a new site with a subdomain that is needed to instead be a simple CNAME record redirect. It says it takes up to 60 days for this to complete, but I was hoping to see if we can get this processed, as their nothing on the website and the CNAME is needed for the client’s new ecommerce platform to function properly.
I’ve excluded the clients information, but if anyone can assist I can provide details, that would be greatly appreciated.
Hello and welcome @plummer2461!
Hello, it sounds like you have a domain (Like mysite.com) and you (your client) accidentally created a sub-domain on the account (Like hello.mysite.com), and you want to remove the sub-domain. It takes 60 days to remove the entire account for legal reasons (So it can therefore not be sped up), but it will enter a “Deactivated” state, and will no longer count ageist your 3-account limit. Can you please let me know exactly what you are trying to accomplish?
Thanks.
We’re attempting to use ‘shop-domain-org’ to allow a re-direct to storefront built for this particular client. I’ve helped the client add the CNAME under his ‘domain-org’ with the subdomain ‘shop-domain-org’ to re-direct to our platform… however with the existing Account ‘shop-domain-org’ appears to be interfering, at least whenever I attempt to ping ‘shop-domain-org’ it does not respond.
You can’t ping the servers, but if you would like to give the domain I can check it (You can PM me by clicking my profile icon if you don’t want to share it publicly.)
I don’t think I can DM you since this profile is brand new. Is there another way to DM you?
The “Message” button is not there when you select my image? I though everyone could do that…
Edit: I tried PMing you, hopefully it will let you respond. Thanks @KangJL, I’ll keep that in mind.
Not for basic user
To me, this just sounds like DNS caching. If you create a domain as a Subdomain first, then remove the subdomain and add the CNAME record, the new CNAME destination doesn’t show up for everyone instantly. We have an article that provides some basic information and workarounds here:
TL;DR: You can just wait a few days and it will fix itself.
I don’t believe its a DNS issue. Also, sry, I had to add dashes to my example below, won’t allow more than two URLs.
So, the clients domain is ‘client-org’. We’ve added two CNAMEs to the user’s domain, one is ‘shop-client-org’ and points back to our production environment, the other is a secitgo certificate CNAME to allow trust, however, since the ‘shop-client-org’ was an Account/Website that the user made by mistake, and won’t delete until after 60 days, I think it’s affecting the ‘shop’ CNAME I have currently configure in the ‘client-org’ domain. It’s just not responsive when attempting to ping/dig.
If you ping, you’ll get a no response.
Simply put, since they made that additional ‘Account/website’ by mistake, I was hoping to get with someone to get that deleted, so that the CNAME I created under the ‘client-org’ account -‘shop-client-org’ - would re-direct to the correct URL.
Ah!
So there is a CMAME records pointing “shop.domaim.org” elsewhare, but the create of the sub-domain “shop” his overriding the CNAME.
One way you could fix this is to bring back the sub-domain, and in the /htdocs folder for the sub-domain, have a .htaccess file that redirects the user to the other domain.
Let me know if this is helpfull.
OK, then may be I don’t understand the exact situation.
Could you please share the real subdomain? That would make it a lot easier to run a some checks and give you a useful answer.
If you can’t answer that, can you please tell me whether the base domain (e.g. client.org) is hosted with us too? And whether that’s using our nameservers (and not on Cloudflare for example)? And is this domain on a hosting account owned by the profile you’re posting this from?
If the answer to one of the first questions is “no”, then you should probably ask this question to the DNS and/or hosting provider of the base domain. We can’t help you fix a domain we don’t host.
What I can tell you: deactivating an account does not remove domain names on the account. But you can reactivate the account and remove the domain name from the account yourself. When you remove a domain name from an account, the domain name is removed instantly and completely.
It sounds like the main domain is hosted with us, and the sub-domain is on a different host. There is an “A” record on the main domain pointing to the sub-domain. Supposedly, a sub-domain with the same name was created here (So now the sub-domain has an “A” record pointing to a different host, and a sub-domain folder here). Because of this, the sub-domain on IF seams to be overriding the “A” record, even after the sub-domain was deleted.
Admin, you can access the PM witch lists the actual domain. Its title is “RE: Subdomain website created on accident, only needed CNAME configured”.
Thanks
Thanks for the tip! I’ve seen the domain and how it’s setup.
So looking at the situation, this part of my previous message is most relevant to you:
So please reactivate the account with the subdomain and remove the domain from it. After that, you can deactivate the account again if you want, but it doesn’t matter match.
Thanks everyone, I will give this a whirl and see if we can get this resolved.
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