If your custom portal domain (e.g. mytrip.youragency.com) isn't connecting, it's almost always one of four things — three just need a few minutes to settle. Here's how to figure out which.
The CNAME isn't pointing at the right target
What you'll see. Status pill says Waiting for DNS. The page shows no progress.
Why. Trips gives each agency a unique target ending in .cname.urtravelpro-cdn.com.
Right
youragencyid.cname.urtravelpro-cdn.com
Often wrong
trips.urtravelpro.com(shared host)cname.compass.urtravelpro.com(wrong app)An IP address
How to fix. Copy the target from Settings → Client portal. In your DNS provider, find the CNAME for your subdomain and paste it into the Target field. Save, wait 5-10 minutes, click Refresh status.
The SSL certificate is still being issued
What you'll see. Status says Submitted to Cloudflare or Issuing SSL certificate. The pill pulses amber.
Why. Once your CNAME is right, our custom-domain system requests a fresh SSL certificate. Usually under a minute; sometimes up to 15.
How to fix. Wait. Click Refresh status every few minutes. When the pill turns green and says Live, open the hostname in a new incognito tab.
The portal loads, but Apple Pay payments fail
What you'll see. Domain status is Live and the portal loads, but Apple Pay / Google Pay buttons don't render on invoice checkouts.
Why. Apple Pay and Google Pay require us to register your hostname with Stripe. We do this automatically when the hostname goes Live — but only if Stripe Connect is already ready to charge. If you connected the custom domain before finishing Stripe Connect, registration was skipped.
How to fix. Confirm Settings → Stripe Connect is fully enabled, then open a support ticket asking us to re-register Apple Pay for your hostname. Regular card payments work regardless.
A conflicting DNS record at your registrar
What you'll see. Status stays on Waiting for DNS even though you're sure the CNAME is right. Or your DNS provider warned you when you saved the CNAME.
Why. DNS only allows one record per subdomain. If your registrar already had an A, AAAA, or different CNAME record for that same subdomain, the new CNAME silently won't take effect.
How to fix. In your DNS provider, look at every record where the Name matches your subdomain (e.g. mytrip). Delete any A, AAAA, or stray CNAME record on that same name — the CNAME pointing at your .cname.urtravelpro-cdn.com target should be the only record there. Save, wait 5-10 minutes, click Refresh status.
Frequently asked questions
I use Cloudflare as my own DNS provider — does that change anything?
A little. Cloudflare lets you toggle a record between "DNS only" (gray cloud) and "Proxied" (orange cloud). Either works; Proxied is what we recommend. A "CNAME flattening" warning is normal.
Can I use my root domain (youragency.com itself)?
Technically yes; practically don't. Pointing your root at us breaks your main website and email. Use a dedicated subdomain like mytrip or portal.
I changed my CNAME 30 minutes ago and it still says Waiting for DNS.
Open dnschecker.org, enter your hostname, choose CNAME. If multiple regions show the right target, click Refresh status again. If not, the change hasn't propagated or wasn't saved correctly.
It was Live and now says Error. What broke?
Almost always: someone edited the DNS record, or a transient SSL renewal hiccup. Read the red banner, click Refresh status, re-check your CNAME. If the error mentions SSL, open a ticket and we'll re-issue.
When to open a support ticket
Open a ticket when status has been Issuing SSL certificate for over 30 minutes, status says Error and the text doesn't match the sections above, Apple Pay buttons aren't showing up on a Live portal, or DNS looks right on dnschecker.org but Trips still says Waiting for DNS after an hour.
Include so we can help fast: the hostname, your DNS provider, the current status pill text, the full error banner text, and a screenshot of the CNAME record at your DNS provider showing Name, Type, and Target.