Troubleshoot issues after changing your domain name
If you’ve tried to add your domain to Microsoft Office 365 for enterprises and are running into problems, read on to see if we’ve addressed your problem. If you still need help, check out Get help with Office 365.
Note
About adding your own domain: When you sign up for Office 365, you are issued a domain name that has the following format: contoso.onmicrosoft.com. You can continue to use that initial domain name, or you can add your own custom domain name to Office 365. For more information, see Add your domain to Office 365.
Get help with one of these errors or issues
I made changes to my domain, but Office 365 doesn’t show the changes yet.
I added a domain, verified it, and configured the DNS records on the domain registrar site. Why aren’t new email accounts getting mail yet?
I can’t verify my domain name. How can I find out what’s wrong?
I added and verified my domain, but the new domain name isn’t working for existing users’ email addresses.
I added a domain, verified it, and Lync Online is not working correctly.
I made changes to my domain, but Office 365 doesn’t show the changes yet.
Because of the way updates move through the domain name system (DNS), it can take up to 72 hours before the changes you make at a domain registrar or hosting provider fully propagate through the Internet and you can begin using your domain name with your services.
In addition, the edits that you make at the domain registrar must be exactly correct. If you go back to correct an error, it may take several days for the updated setting to appear on your Office 365 site.
How long will it take? It depends in part on the time to live (TTL) setting you’ve specified for the DNS record that you are replacing or updating. Until the TTL expires, Internet servers that have cached the previous data won’t query the authoritative name server to request the new value.
I added a domain, verified it, and configured the DNS records on the domain registrar site. Why aren’t new email accounts getting mail yet?
After you have finished adding or updating DNS records for your domain, it can take up to 72 hours for the changes to take effect.
In addition, the settings information must be exactly correct on the domain registrar site. Double-check your settings, and make sure that you’ve allowed enough time for the changed DNS records to propagate through the system.
I can’t verify my domain name. How can I find out what’s wrong?
One way to track down issues is to use the domains troubleshooting wizard. To start the wizard, do the following: In Office 365 , on the Admin page, click Domains. Select the domain name that you want to verify, and then click Troubleshoot.
The troubleshooting wizard asks you for information about where you are in the verification process, and then provides you with information to help you complete the verification.
I added and verified my domain, but the new domain name isn’t working for existing users’ email addresses.
If you add your custom domain name to Office 365 after you have already added user accounts or worked on your Office 365 website, you may have to make updates to use the new domain name. For example, you will need to change your users’ accounts to set their email addresses to use your custom domain. For more information about updating your users’ email accounts, see Create or edit users.
I added a domain, verified it, and Lync Online is not working correctly.
For help troubleshooting Lync Online configuration, see the following KB articles:
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Troubleshooting Lync Online DNS configuration issues in Office 365
See Also
Add your domain to Office 365
Work with domain names and DNS records in Office 365
Get help with Office 365