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Updating my nameservers isn't working. Help!

Last Updated: Jun 01, 2017 02:03PM UTC

There can be a few reasons for nameserver updates to fail. If none of the issues outlined below appear to apply to your attempted changes, please let us know and we can investigate.

Newly registered domains

If you've recently registered the domain, it's a good idea to confirm that the registration completed successfully. If not, when you try to go to the update nameservers page in your domains dashboard, you may not be able to get to the right page and there will be an error message. Let us know and we can look into the issue.

Pending registry approval

For some ccTLDs (two-letter country code domain extensions), once a domain is registered, there is still a registry approval required, which is typically done within 48 hours. If approved, the domain will then show an "active" status and you'll be able to make any updates. If rejected, you will be notified about the issue and if re-submitting the registration with edits is possible or not. (If not, the registration will be refunded.)

Transferred domains

If you've recently transferred the domain, and the transfer hasn't completed yet, you won't be able to change the nameservers. Transfers for gTLDs and some ccTLDs automatically complete within 5-7 days after they're initiated (that's after you confirm the transfer). Some ccTLDs can be transferred faster, and some registrars enable you to manually approve and complete transfers almost immediately. If it's been longer, and the transfer hasn't completed, let us know.

If you've recently transferred a ccTLD like .CO.UK or .SE, some types do not have four registrant contacts, but only one or two. To update nameservers, the system needs to be able to detect all four contacts. Occasionally, too, domains will transfer into our system missing a contact or two.

This can sometimes prevent updates to nameservers. From your domain's dashboard, click on edit contacts and check if some of them are empty. If so, fill in the information if you can. If it's grayed out and you can't, let us know (and include the contact details you want) and we can update it.

Note that for gTLDs now, if you update the registrant contacts, you will have to confirm the change via an email sent to the old registrant email address (if you changed it to a new one). If you can't access that old email address, we'll have to make the change for you. Please login to your account and send us an authenticated request with the new registrant contact details.

Nameserver restrictions for ccTLDs

Some ccTLD registries have restrictions on nameservers: how they are set up, how many can be used (we support up to 5 in our control panel), etc. A few specifics:
 

  • .TO and .PH only allow a maximum of 3 nameservers
  • .LU requires a minimum of 2 nameservers (with different IP addresses)
  • .IS does not allow more than 4 nameservers.

Some registries perform a validation check on nameservers before they are approved. The changes may not appear to have worked during this time. Some ccTLDs this applies to are: .IS, .IT, .SE, .LU and .DK.

For .DE domains, you can check the nameserver configuration you want to use before updating it, or if you're finding the update won't work, here: https://www.denic.de/service/tools/nast/

For .DK domains, you can check the nameserver configuration you want to use before updating it, or if you're finding the update won't work, here: https://www.dk-hostmaster.dk/english/technical-administration/dns-server-contacts/register-name-server/

For .LU domains, nameserver checks/updates are not done in real-time. They take up to 20 minutes, so you may not see changes right away, or the update may seem to have worked, but then when you check back nothing has changed. You can check the nameserver setup you want to use for .LU domains here: http://www.dns.lu/en/support/checking-nameservers/

For .IS domains, the ISNIC registry has additional nameserver requirements as well. More information about that here: http://www.isnic.is/en/domain/req. You can also test the nameservers you want to use with a .IS domain here to see if they pass: http://www.isnic.is/en/domain/test

Some registries put domains into a "pending update" state for several days after nameserver changes are made. The changes may not appear to have worked during this time. Some ccTLDs this applies to are: .CO.ZA and .CL. (For these two the pending update state lasts 5 days.) Account holders will not be able to make other changes during this time.

Occasionally .IT domains may show a "pending update" state, but this usually means that something went wrong, since updates are usually instant. If you see that status for a .IT domain, please let us know and we can look into it.

Glue records

If you want to use your own nameservers, e.g. ns1.mydomain.com, ns2.mydomain.com, first we will need to set up glue records for you, or the updates will not work. Please login to your account and send us an authenticated request via our support form and include the domain name, nameserver names, and IP addresses for each nameserver.

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