I’m VERY new at this but am trying to help out a client. She purchased a domain registration through Namecheap, hosting through Siteground, and we are using the domain on Kajabi for the website. We are trying to set up an email address using the domain. She purchased private email through Namecheap which I am able to send emails from but not receive. According to Namecheap, I need to contact Cloudflare regarding this issue. Because I’m not a paying Cloudflare client, they will not help me.
Thank you for your reply. Basically what’s happening is that Cloudflare is advising me to update my nameservers in Namecheap, HOWEVER, when I did that, the website disconnected from Kajabi. Apparently the jermaine and joyce nameservers are the ones needed to connect with Kajabi (I learned this upon reconnecting it, which is why you see it working now).
It does seem like the email is still working so hopefully the problem is fixed, though i’m not confident it’s set up correctly given all the conflicting information I’m receiving.
While, from my understanding as a recently few updates, the CNAME record should be instead of .
Unfortunately, I am not so much experienced with Kajabi.
Maybe they are suggesting to change nameservers to their’s (again, they offer you Cloudflare) regarding if they are a hosting provider, from which you could also use e-mail.
As for you, the case is you are using NameCheap e-mail, meaning you just have to use Kajabi for hosting the content for your Website like WordPress, etc., while you will not use Kajabi e-mail service, rather the NameCheap private e-mail service - for which you have to setup the correct DNS records as already posted above.
Or rather, well, if you are hosting your site on SiteGround, then … I am a bit confused here as far as again, not knowing what Kajabi is and what does it offer and what are you actually using from them as a service?
Maybe you are using Kajabi service with some sub-domain, so that’s why they are suggesting you that, or vice-versa around.
Kindly and patiently, wait for another reply from someone else more experienced with the Kajabi and Cloudflare setup.
@MoreHelp I really think I need direct Cloudflare assistance here. Namecheap says to contact Cloudflare to get this issue resolved. Basically, I can’t change the nameservers because that impacts my domain’s connection to Kajabi.
My email is working inconsistently. I can send emails, but only receive emails about 50% of the time.
Is it just not possible to use a private email through Namecheap AND have my domain connected to Kajabi?
THe two pairs of CLoudflare nameservers generally mean that your domain has been added to two accounts. Only one of these can be active, and that is the one with the currently set nameservers - jermaine and joyce.
Any changes you make in the account asking you to change the nameservers to paloma and zac will not take effect unless you change the nameservers at your domain registrar. Do you have access to the jermaine and joyce account? If so, you should add the email records there instead.
I’m not sure what you need support’s assistance with?
Thank you for your response. I’m not sure what you mean exactly by “do I have access to the jermaine and joyce account.” As mentioned previously, the jermain and joyce nameservers are the ones that Kajabi instructed me to add to Namecheap in order to connect my Kajabi website to my domain. But Cloudflare wants me to remove those nameservers to add Paloma and Zac. So it seems i’m in a catch 22- if I remove jermaine and joyce from namecheap (as cloudflare instructs in attached screenshot), I lost my connection to Kajabi. If I don’t, the email doesn’t seem to work correctly.
When I switched the nameserves to Paloma and Zac, the domain disconnected from Kajabi. The instructions from Kajabi to get it working again were to add both nameservers jermain and joyce. They do not control my DNS or own that account. That is just the instructions provided and now the website works.
What do you mean by “only one account can be active”?
I didn’t realize the domain is added to two Cloudflare accounts. I thought there was one Cloudflare account asking for Paloma and Joyce. Kajabi is asking for Jermaine and Joyce as the set up.
Now that you say that, I suppose it’s possible there are two cloudflare accounts. As mentioned initially, I am setting this up for a client. She purchased the domain 2 years ago and said she’d never heard of Cloudflare. I set up a Cloudflare account. Maybe there was already an account set up? Is that what you’re saying?
Yes, for there to be two nameserver pairs being asked for, unless it’s a very unusual situation, there must be 2 Cloudflare accounts involved.
For you to control the domain and be able to get email working, it will need to point to that account that you control. You then need to make sure that all the DNS records required by Kajabi are added there.