Find and fix issues after adding your domain or DNS records in Office 365

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Getting your domain set up to work with Office 365 can be challenging. The DNS system is nitpicky to work with, and the DNS setup for your domain affects important business activities, like email!

Tip: We can help you fix this! See support options.

What's going on?

Can't verify your domain?

There are a couple of common reasons that domain verification doesn't work as it should:

  1. The verification record value isn't quite correct. Doublecheck that you've copied and pasted the exact value into the TXT verification record at your DNS host. One common issue is not including the "MS=" part of the record. We need that too!

  2. The record hasn't been saved. At some DNS hosts, you have to take an extra step to save the zone file (where the DNS record is stored) so that it will update across the Internet. Make sure you've saved your changes so Office 365 can see and verify the record.

  3. The record hasn't updated across the Internet. It typically only takes a few minutes for us to be able to see the new record, but occasionally it can take as long as a few hours. If you've waited longer than that, and you're sure the record value is correct, please give us a call so we can help sort out whatever's wrong.

Outlook isn't working?

If you've set up your MX record and other DNS records correctly for your domain, but mail doesn't work, let us help you fix your Outlook problems.

Everyone's email got switched to Office 365 and you only wanted YOUR email to switch?

When you add your domain to Office 365, typically your domain's MX record is updated (by you or Office 365) to point to Office 365, and ALL email sent to that domain will start coming to Office 365. Make sure you've created mailboxes in Office 365 for everyone who has email on your domain BEFORE you change the MX record.

What if you don't want to move email for everyone on your domain to Office 365? You can take steps to pilot Office 365 with just a few email addresses instead.

Can't confirm non-profit or school account status?

There are a couple of scenarios when you just need to verify your organization's domain and not set up any services. For example, to prove to Office 365 that your organization qualifies for a school subscription.

Check out the guidance in Verify your Office 365 domain to prove ownership, nonprofit or education status, or to activate Yammer to make sure you've completed all the required steps. It's a little different for each situation.

If you've followed all the steps and Office 365 isn't validating your status or letting you complete the process, you'll need to contact Office 365 support to see what's going on and resolve the issue.

Services not working with your domain?

We can help you track down issues with your domain's DNS setup. The domains troubleshooter in Office 365 will show you any records that need fixing, and exactly what the records need to be set to. This video shows you how, or you can follow step-by-step help (below the video) to fix the records at your registrar.

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Tip:  Got your DNS set up correctly, but mail doesn't work in Outlook on your desktop? Check out the different mail flow scenarios you can have with Office 365 to make sure you've got things set up correctly for your business. Or get more troubleshooting help with email here: Fix Outlook problems.

Important: We’re rolling out changes to the Office 365 admin center every month to a selection of users. See instructions below to switch back to the old admin center for this procedure.

Start by making sure that the DNS records for your custom domain are set up correctly.

  1. Sign in to Office 365 with your work or school account.

    If you see this screen when you sign in, click Switch back to the old admin center to complete this procedure.

    Switch back to the old admin center

  2. Go the Manage domains page.

  3. Choose the domain that you're working with, and then choose Fix issues. (If you don't see the Fix issues status for your domain, choose Find and fix issues to the right to start the troubleshooter.)

    Choose your domain and choose Fix issues

    The domains troubleshooter identifies any DNS records, including your MX record, that are set up incorrectly for Office 365, and shows you the correct entries to use for your domain.

    Choose an issue to fix Fix the issue as indicated

Accessing your website isn't working?

If you've fixed any DNS issues and you're still having trouble, try one of the following.

Still need help?

Get help from the Office 365 community forums Admins: Sign in and create a service request Admins: Call Support

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