How long should I wait before troubleshooting?

Wait at least 4 hours after making your DNS changes. If it's still not working after 48 hours, contact support.

I made the changes but my site still shows the old website. Why?

Your domain changes may still be spreading across the internet. Try clearing your browser cache or checking from a different device.

Can I test my domain without waiting for it to fully connect?

You can ask a friend on a different network or device to visit your domain. Different networks update at different speeds, so your domain may already work for some people before it works for you.

My custom domain isn't working: troubleshooting guide

If you have connected your custom domain but your website is not showing up when you type your address into the browser, do not worry. This is usually easy to fix. Work through the checklist below to find the problem.

Troubleshooting checklist

1. Have you waited long enough?

Domain changes take time to spread across the internet. Most changes take effect within 1 to 4 hours, but it can take up to 48 hours.

If it has been less than 4 hours since you made your changes, the most likely answer is simply that you need to wait a little longer. See our guide on why domain changes take up to 48 hours for more details.

2. Check your domain provider settings

If you used the nameserver method (recommended):

Your nameservers should be set to:
- ns1.smarthost.ie
- ns2.smarthost.ie
Make sure there are no other nameservers listed. Remove any old ones.

If you used the A record method:

Your A record should be pointing to: 80.93.24.138
Make sure the A record is for your main domain (not a subdomain).

3. Have you attached the domain in your Web60 dashboard?

Changing the settings at your domain provider is only half the process. You also need to tell Web60 about your domain.

Sign in to your Web60 dashboard.
Click "Domain" in the left-hand menu.
Check that your custom domain name is shown in the Current Domain card.
If it is not, type your domain name into the box and click "Attach Domain".

4. Try a private browser window

Sometimes your browser stores an old version of a website. To rule this out:

On a computer: Open a private or incognito window (usually found in your browser's menu) and type your domain name into the address bar.
On a phone: Try opening your domain in a different browser, or turn off your Wi-Fi and use your mobile data instead.

If your site appears in the private window but not in your normal browser, the issue is simply your browser's stored data. It will sort itself out within a few hours.

5. Try from a different device

Ask a friend or family member to try visiting your domain on their phone or computer. If it works for them but not for you, your device or network has not updated yet. This is normal and will resolve on its own.

Still not working after 48 hours?

If you have waited more than 48 hours and worked through all the steps above, something may need to be looked at by our team. Visit our support page and let us know:

Your domain name
When you made the changes
Which method you used (nameservers or A record)

We will investigate and get your domain connected.

For the full connection instructions, see our guide on how to connect your domain to Web60.

Need help?

If you are stuck at any step or just want someone to check things for you, visit our support page and we will take care of it.