Custom domain pending or not working

Work through these in order when a custom domain is not serving your portal yet.

1. The site does not load at all

DNS is likely not resolving yet.

• Confirm the CNAME is published at your DNS provider and points exactly at the target Mentor provided — no typos, no trailing content.
• Common wrong records: an A record to an IP instead of a CNAME, a CNAME to app.mentorhq.com or your {slug}.app.mentorhq.com address instead of the provided target, or a record created on the wrong subdomain.
• If your DNS provider offers a proxy/CDN toggle on the record, turn it off — the record should be DNS-only so certificates can be issued.
• Propagation usually takes minutes, but caches and high TTLs can stretch it past an hour. Check from another network or use a DNS lookup tool against the hostname.

2. Browser shows a certificate / privacy warning

DNS has resolved but the SSL certificate has not been issued yet. Issuance starts automatically once the CNAME is verified and typically completes within the hour. Do not install or upload your own certificate — just wait and retry.

3. The site loads but shows Learning portal unavailable

The hostname is reaching Mentor but is not linked to your organization, or catalog is off. Confirm the exact hostname with Mentor and that catalog is enabled — see Learning portal unavailable.

4. The site loads someone else’s page

The CNAME points at another platform (an old website builder or marketing tool). Remove the conflicting record — a hostname can only point at one platform at a time.

While you wait

{slug}.app.mentorhq.com and app.mentorhq.com/c/{slug} serve the same catalog immediately.

Still stuck after an hour with a correct record? Email support@mentorhq.com with the hostname and a screenshot of the DNS record.