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Unable to verify sending email domain via DNS (Both CNAME & TXT)

Hi there,

I'm trying to add custom emails and I had to go through the domain verification procedure.

However, after I added CNAME & TXT records to my domain, it passes the validation for a short period of time and then all the records became invalid.

image (4).png

I've seen similar issues in the forum like this but it looks like my issue isn't fixed.

I also tried to use and I didn't see any issues there.


Update: The TXT record goes invalid as well now.


1 answer

0 votes
Alex Koxaras _Relational_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Feb 06, 2023

Hi @Shiyu Zhang 

I faced the same exact issue while setting up the custom email. So what I did was:

  • I removed the verified domain from the email page
  • I tried added it again
  • I entered the values exactly in the order that it is shown
  • When all values were entered, then and only then I updated the DNS entries
  • Went back to Jira and checked the DNS records
  • The three first were green, but the txt record was red.
  • Waiting for about a day
  • TXT record became green

To be honest I fought a lot with that to get this thing working. Keep in mind that if you cross check the DNS records check often, then the TXT record will change. And you have to change it again on your domain. So just click it once, and wait it out.

Let me know if you got this!

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Aug 15, 2023

I'm having the exact same issue. The final TXT record won't go green, and I've been waiting several days. I don't want to remove and re-add because I'm worried that the values required for the CNAMEs will be different.

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