Client websites start out under a technical address. Your client's actual domain, say smiths-bakery.com, is something you connect yourself in the cockpit, no support ticket needed.
How to connect a domain
- Open the client's Domain & hosting tab and enter the domain under "Connect domain".
- The cockpit shows you the DNS record the domain needs: an A record pointing at the IP address displayed there.
- You create that record wherever the domain is registered (IONOS, GoDaddy, Namecheap or any other registrar). Either you do this or your client does, depending on who manages the domain.
- Back in the cockpit, "Check status" tells you whether the record has arrived.
DNS changes sometimes take a few minutes, occasionally a few hours, to become visible everywhere. That's normal and down to the registrar, not the website.
SSL takes care of itself
Once the domain points at the website, Pagora sets up the SSL certificate automatically and renews it on its own. The site is then reachable via https:// without you ever touching a certificate.
Multiple domains
A client can have several domains connected, for instance the main domain and an older one that should keep working. The "Connected domains" list in the same tab shows them all with their status.
If it doesn't work
The most common cause: an old A record or an AAAA record (IPv6) still exists at the registrar, pointing at the previous server. Delete the old records and check again. If the status still shows a problem after a few hours, get in touch.