"2 issues: domain email address stopped working last week + change of my nameserver

General Email Routing
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What is the name of the domain?

What is the error number?

N/a

What is the error message?

N/a

What is the issue you’re encountering

For 3 days I have been trying to work out how to solve the issue and who to speak to to help. Gobsmacked that there is no customer service on this. Anyway, so here is the problem. 2 issues: Number 1: my custom domain email address stopped being forwarded ( I realised that last week) to my primary email address, so I started today the procedure of copying and pasting the DNS code provided by squarespace into you system . I need to wait 24h to do step 2. BUT issue number 2: Cloudflare says my domain is pending due to nameservers needing updated on my registrar. My registrar does not have the same nameservers than what is in Clouflare. I must know how it will affect my website. Will visitors still be led to my website www.visitededimbourg.com , will there be a down time. It is urgent. I used to be with google domain, then they got taken over by squarspace last year but never until now did I have an issue with the forwarding of my alias to my mail email address last week. It is causing damage to my business as potential clients cannot email me, the domain email address features on my business card, I have a business event on Saturday so stressed that they won’t be able to email me after the event. Thanks, for your prompt response. I am rubbish with IT , it took me 3 days to figure out that you were resposnible for my domain email address whilts I thought squarespace was. Thanks. karine:

What steps have you taken to resolve the issue?

I logged in for the very first time to cloudflare through my Google account, copied the 4 DNS codes I had in squarespace as the instructions said,created new DNS records in cloudflare. Now need to wait 24h apparently to delete the old DNS and amend some

But I have a warning on cloudflare saying my domain is pending due to nameservers neede updated. However squarespace asked me to check with cloudflare support to see if it will impact my website if nameservers are changed as according to them it could be that they don’t lead to my site anymore.

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These two sound like you’re logged in to the wrong Cloudflare account, which could very well be because your action with logging in through Google may have created a new account, rather than logging in with an existing account you already had, if there was no links between the Google account and your actual Cloudflare account.

Check down below your DNS records over here:

→ https://dash.cloudflare.com/?to=/:account/:zone/dns/records

If the name servers there aren’t saying “CODY” and “LUCY”, you are not in the correct Cloudflare account, that is authoritative for the domain, and therefore, any changes you attempt to make, will never propagate.

That isn’t entirely true.

Cloudflare is (currently) operating the DNS for the mentioned domain.

However, the MX records (DNS record(s) that define the destination to which emails are being delivered) is currently steering inbound email traffic towards a mix of Google Workspace and Mailgun.

The mix with two providers could cause complications with email reception.

If your DNS record(s) related to website traffic hasn’t been correctly configured on the new Cloudflare account (e.g. the one that is pending), then changing the name servers will end up on breaking your website.

If you want a more clear view of whether you should expect downtime or not, I’d suggest you to post any lists you have of what DNS record(s) your provider’s are expecting you to use, as well as what you have in Cloudflare at the moment.

→

My personal advice will however be that you should look through old emails and other data you may have, and attempt to figure out the correct Cloudflare account, and then try to recover access to that one.

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Thanks for trying to help. Much appreciated. Squarespace said that there was a possibility too that I was not logged in to the correct account. The problem is I never had an account with Cloudflare as when I bought my domain it was with google and then they got bought by squarespace, but Google had set up my custom email address with Cloudflare and I was never aware of that. So I would assume my email linked to it would be my gmail emailadress.
I tried to recover the email address used using this https://dash.cloudflare.com/forgot-email but I have not received any email at all in any of my email address, neither in spam.

My servernames do start with Cody and Lucy in Squarespace but in Cloudflare it is different :

|NS|luciane.ns.cloudflare.com|

|NS|yisroel.ns.cloudflare.com|

Is it possible that nameservers change? If so if updated in square space domain host and on my own website ( wordpress) would it all be connected and working?

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I doubt the Google part, if anything, it would more likely be your hosting provider (of the website), e.g. Squarespace.

This part points even more towards the fact, that it is Squarespace that onboarded your domain to Cloudflare.

The current set up with “CODY” and “LUCY” may therefore be Squarespace, that are holding your domain name in (one of) their Cloudflare account(s).

The name servers will generally stay the same, unless you are doing something, that will affect it somehow.

Some examples could be:

  • If you remove your domain from Cloudflare, and add it again, they might change.

  • If you let your domain name expire, by not renewing it, Cloudflare might end up on detecting at some point, that the name servers do not point to Cloudflare any more, and then delete the configuration.

  • A situation, like the one you appear to be in, - if you want to move the domain from one Cloudflare to another, you will also get a new pair of name servers.

I CANNOT guarantee anything.

But it does look like you have MOST DNS records identical with the existing set up, and ready to move towards “LUCIANE” and “YISROEL”.

However, - two DNS records caught my eyes:

  1. The type TXT record, named “visitededimbourg.com”, with the content starting with “v=spf1”, it seems to have some copy-paste error, where it starts with “\010v=spf1”.
    → Get the “\010” part away from that DNS record.

  2. The type TXT records, named “k1._domainkey”, with the content starting with “k=rsa;”, … you have two of those, one with the same “\010k=rsa;” mistake, as the one above, and one without.
    → Remove the duplicated DNS record, that contains “\010”.

I’m not sure if the “\010” part may be actually invisible in the Dashboard, - as it could very well be a result of having some (invisible) control characters, due to e.g. copy-pasting bolded text, or similar.

Sometimes, using CTRL+SHIFT+V, instead of CTRL+V to paste, may avoid these issues.

Other than the above two, I don’t see much deviance, when looking at the most basic DNS records, from my end.

:point_down:

Note:

With the added information you gave about Squarespace, and the relation to “CODY” and “LUCY”, you may need to confirm with Squarespace, whether their set up allows you to move away from “CODY” and “LUCY”, as some providers may see a such move as “offboarding your domain from their platform”.

:point_up_2:

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