Knowledgebase

Short answer: a nameserver change can take up to 48 hours to reach everyone. If it's been longer, or the change seems to go back, the domain probably isn't set up at the new provider yet, or the nameservers were typed wrong.

You've changed your domain's nameservers, but your website or email still goes to the old place, or your new provider says the domain isn't connected. Here's what to check.

Check these in order

1. Give it time. Nameserver changes are usually the slowest DNS change. Allow up to 48 hours before you worry.
2. Set up the domain at the new provider first. If you change the nameservers before you add the domain in your account with the new provider, the change may not hold, or it may look as if it went back. Add the domain there, then change the nameservers again.
3. Check what you saved. Log in to your client area and open your domain's nameserver settings. Make sure each nameserver is exactly what your new provider gave you, one per box, with no spaces or full stops at the end. If you're pointing the domain to us, the nameservers are ns1.connectedi.co.za and ns2.connectedi.co.za.
4. Check the registry's record. For a .co.za domain, search for it on the ZARC whois page at zarc.web.za/whois. The registry's record shows what it currently holds for your domain.
5. Add your custom records again at the new provider. Records you had with us, such as TXT verification records or MX records for email, don't move with the nameservers. If your website works but email or a verification doesn't, this is usually why.
6. Clear your browser cache. Or try another browser, or your phone on mobile data, in case your device is showing an old copy.

Good to know

• Once your nameservers point to another provider, you manage DNS records there, not with us.
• If your website or email is hosted with us, pointing the nameservers away moves them off our servers.

For changes to a single DNS record, see "Why didn't my website or email change after a DNS update?". For the steps to change nameservers, see "How do I change my nameservers?".

If it still doesn't work

Open a support ticket from your client area. Give us the domain, the nameservers you set (pasted as text), when you changed them, and what the new provider says.

To send us the right details first time, see "How do I open a support ticket, and what should I include?".

Quick questions

How long does a nameserver change take? Up to 48 hours, often less.

Why did my nameserver change go back? The domain probably wasn't set up at the new provider yet. Add it there first, then change the nameservers again.

Do my DNS records move with the nameservers? No. Add them again at the new provider.

Where can I check a .co.za domain's record? On the ZARC whois page, zarc.web.za/whois.

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