My white-label subdomain isn't working

Step-by-step DNS propagation check, CNAME record verification, and how to test the cert provisioning.

What's happening

White-label hostnames need two things to work: (1) a CNAME record at your DNS provider pointing your chosen subdomain at cname.agencylens.app, and (2) Cloudflare to finish provisioning an SSL certificate for that subdomain. The CNAME is your side. The SSL provisioning is automatic once DNS is correct, but it can take anywhere from 30 seconds to 10 minutes.

If the subdomain returns "site can't be reached" or a certificate warning, one of those two pieces isn't in place yet.

How to fix it

1. In AgencyLens, open the White-label hostnames panel. Look at the status pill next to your hostname:
   • "Awaiting CNAME" → your CNAME record isn't visible to Cloudflare yet. See step 2.
   • "Issuing SSL…" → CNAME is fine, certificate is being provisioned. Wait 5-10 minutes and click Refresh.
   • "Live" → everything is set; the issue is somewhere else.
2. Open a terminal and run: dig CNAME reports.youragency.com +short (substituting your actual hostname). You should see cname.agencylens.app. in the output. If you don't, the CNAME isn't published yet at your DNS provider.
3. Sign in to your DNS provider (GoDaddy, Namecheap, Cloudflare, Route 53, etc.) and verify the record. Type: CNAME. Name: just the subdomain part (e.g. reports, not the full reports.youragency.com). Value/target: cname.agencylens.app. Proxied/cloud-icon should be off if you're using Cloudflare DNS — proxied CNAMEs interfere with SSL provisioning.
4. If your registrar is slow, DNS can take up to 24 hours to fully propagate. Most resolve in under 30 minutes.
5. Once dig shows the right CNAME, click Refresh on the hostname row in AgencyLens. Status should move from "Awaiting CNAME" to "Issuing SSL…" to "Live".

When to email support

If DNS has propagated (verified via dig), AgencyLens shows "Issuing SSL…" or "Error" for more than 30 minutes, and Refresh doesn't change the status — that's worth a support ticket. Email support@agencylens.app with the full hostname, the output of dig CNAME <hostname> +short, and the status text shown in AgencyLens.