Clients see the wrong brand, or your domain will not verify

Almost every white-label problem comes down to one of four things: the address the client is using, the brand the client is set to, the state of your app domain, or the state of your sending domain. Check them in this order.

Before you start

• You are an owner or admin of the agency account.
• The exact address the client sees in their browser's address bar, and a screenshot if they can send one.

Steps

1. The address. Ask the client what is in their address bar. If it is not your app domain, that is the cause: the sign-in page shows the brand of the domain it is opened on.
2. The client's brand. Open Sub-accounts and read the Brand column for that client. If it is the wrong brand, change it there.
3. Your brands. Open Brands. Check the brand has a logo, a name and a colour, and that its card shows its app domain as verified, not No domain yet.
4. The app domain. Open Sites › Domains and find the domain. It should say Active and Certificate active. If not, open its menu, check the record with Copy DNS record against your DNS provider, and press Re-check.
5. The sending domain. Open Settings › Channels and read Sending domain. It should say Verified. If not, compare the records and press Check now.
6. Ask the client to reload the page and sign in again at your app domain.

What happens next

Once the address, the client's brand and both domains are right, the client sees your brand on the sign-in page, throughout the app and in their emails. Changes to a brand appear the next time a page is loaded.

Troubleshooting

The client sees a different name and logo on the sign-in page, but yours inside the app. They are signing in at the shared address, or at the domain of another of your brands. Send them the right app domain and ask them to bookmark it.

Clients see the default product name everywhere, not yours. Your agency has no brand yet. Create one under Brands, and check its card shows the Default badge; if not, press Make default.

A client sees another of your brands. They are set to that brand in Sub-accounts, or they have no brand of their own and follow your default, which you changed with Make default. Set their brand in the Brand column.

The app domain stays on Waiting for DNS. The record is not visible yet, is on the wrong domain, or its name is wrong. Some DNS providers add your domain to the name for you, so type only the part before it (for example app). Remove any older record with the same name. DNS can take up to 72 hours, though usually minutes.

The app domain says Failed. The reason is shown under the domain name. Fix what it says and press Re-check.

The certificate will not become active. It is issued only after DNS is Active. Fix DNS first, then press Re-check.

The sending domain says "Verification failed". One of the records is missing or different at your DNS provider. Compare each name and value exactly, save, and press Check now. New records can take up to 48 hours.

Emails to clients come from a shared address. Your sending domain is not verified, or was removed. Verify it under Settings › Channels.

A client's customers see an unfamiliar address on the client's funnel. That is the built-in address every account starts with. Connect the client's own domain for their funnels under Sites › Domains inside their account.

The old logo still shows after I changed it. The page was loaded before the change. Reload it.

Related

• Put the app on your own domain
• Send email from your own domain
• Move a client to another brand
• What white label covers, and what it does not