Domain Setup

:::summarybox learn How custom domains work The DNS records you need and where to add them The verification and SSL provisioning process What to do when something doesn't resolve

note

The domain is the moment of truth for a white-label setup. Everything else, including colors, logo, and copy, is configurable inside the app, but the URL is what the client types into a browser. If it says ai.youragency.com, you're their AI partner. If it says trakkr.ai, you're not.

The mechanics are straightforward, but the order matters: you point a subdomain at Trakkr, we verify it, then we provision an SSL certificate so the browser doesn't throw a warning. This page walks through each step and what to do when something doesn't line up.

How custom domains work

When you set up a white-label portal, clients access it via your custom domain (e.g., ai.agencyname.com). The domain points to Trakkr's infrastructure, but the client only ever sees your branding.

How it works:

Client browser                Your DNS                  Trakkr
     |                           |                        |
     |  1. Visits ai.agency.com  |                        |
     |-------------------------->|                        |
     |                           |  2. CNAME lookup       |
     |                           |----------------------->|
     |                           |                        |
     |  3. Loads your branding   |                        |
     |<--------------------------------------------------------|
     |                           |                        |
     |  4. Client sees branded portal                     |

The magic happens through a simple CNAME record. When someone visits your domain:

Their browser asks DNS where ai.agencyname.com lives
DNS returns Trakkr's address (via the CNAME you set up)
Trakkr detects the incoming domain and loads your agency's branding
The client sees your fully branded portal

The setup process

Domain setup happens in four stages:

Stage	What happens	Typical time
1. Enter domain	You tell us what domain you want to use	Instant
2. Add DNS record	You add a CNAME record at your DNS provider	5-10 minutes
3. Verify DNS	Trakkr checks that your CNAME is correct	1 minute - 48 hours*
4. SSL provisioning	Trakkr provisions your SSL certificate	1-5 minutes

*DNS propagation is usually fast (under 1 hour) but can take up to 48 hours depending on your DNS provider and TTL settings.

Choosing your domain

You'll use a subdomain of a domain you already own. We recommend:

Good choices:

ai.agencyname.com - Clear, modern, describes purpose
portal.agencyname.com - Generic but professional
insights.agencyname.com - Emphasizes the analytics aspect
data.agencyname.com - Simple and clear

Suggestions in the UI: When you start typing, we'll suggest common patterns like portal, aisearch, geo, insights, and data.

Tips:

Keep it short and memorable
Avoid hyphens if possible
Don't use your root domain (use portal.agency.com, not agency.com)
Make it something clients can easily type and remember

Step-by-step setup

Step 1: Enter your domain in Trakkr

Go to Settings → White-Label
In the Domain Setup section, enter your desired subdomain and root domain
Click Set Up Domain

Trakkr will display the DNS record you need to add.

Step 2: Add the CNAME record

Add this record at your DNS provider:

Field	Value
Type	CNAME
Name/Host	Your subdomain (e.g., `ai` or `portal`)
Value/Target	`client-portal.trakkr.ai`
TTL	3600 (1 hour) or your provider's default

Step 3: Verify DNS

Once you've added the record:

Return to Trakkr's Domain Setup
Click Verify DNS
Trakkr checks multiple DNS servers to confirm your record

Status indicators:

Pending (yellow) - Waiting for you to add DNS record
Checking (blue spinner) - Actively verifying DNS
DNS Verified (green check) - Record found, moving to SSL

If verification fails, you'll see specific guidance on what to check.

Step 4: SSL provisioning

After DNS verification succeeds, Trakkr automatically provisions an SSL certificate via Cloudflare.

Status indicators:

Provisioning SSL (blue) - Certificate being created
Active (green) - Domain ready to use

SSL provisioning typically takes 1-5 minutes. The page auto-refreshes every 5 seconds during this stage, so you don't need to manually check.

Provider-specific guides

Cloudflare

Log into your Cloudflare dashboard
Select your domain
Go to DNS → Records
Click Add record
Fill in:

Type: CNAME
Name: ai (or your subdomain)
Target: client-portal.trakkr.ai
Proxy status: DNS only (click the orange cloud to turn it grey)

Click Save

Why grey cloud? Cloudflare's proxy intercepts traffic and provides its own SSL certificate. This conflicts with Trakkr's SSL provisioning. DNS-only mode passes traffic directly to us.

GoDaddy

Log into GoDaddy and go to My Products
Find your domain and click DNS
Scroll to Records and click Add
Select CNAME as the type
Fill in:

Host: ai (your subdomain)
Points to: client-portal.trakkr.ai
TTL: 1 Hour

Click Save

Namecheap

Log into Namecheap
Go to Domain List and click Manage next to your domain
Click Advanced DNS tab
Click Add New Record
Select CNAME Record
Fill in:

Host: ai (your subdomain)
Value: client-portal.trakkr.ai
TTL: Automatic

Click the checkmark to save

Google Domains / Squarespace Domains

Open Google Domains (or Squarespace Domains)
Select your domain
Go to DNS → Custom records
Click Create new record
Fill in:

Host name: ai (your subdomain)
Type: CNAME
Data: client-portal.trakkr.ai

Click Save

Other providers

The process is similar for all DNS providers. You need to create a CNAME record where:

The host/name is your subdomain (just the subdomain part, not the full domain)
The target/value/points to is client-portal.trakkr.ai

If your provider asks for TTL, use 3600 (1 hour) or the default.

Changing your domain

To use a different domain:

Go to Settings → White-Label → Domain Setup
Click the menu icon (three dots) in the top-right
Select Remove Domain
Confirm removal
Set up your new domain from scratch

Updating DNS at your provider:

Remove or update the old CNAME record
Add the new CNAME record pointing to client-portal.trakkr.ai

Troubleshooting

DNS not verifying

Symptoms: Status stays "Pending" or shows "DNS not found" error.

Check these common issues:

CNAME value is wrong

Must be exactly client-portal.trakkr.ai
No trailing dot (some providers add this automatically - that's OK)
No https:// prefix

Wrong subdomain

Verify you added the record for the exact subdomain you entered in Trakkr
If you entered ai.agency.com but added the record for portal.agency.com, it won't work

DNS hasn't propagated yet

Most records propagate in under an hour
Can take up to 48 hours in rare cases
Wait and retry

Conflicting records

If you have an existing A or AAAA record for the same subdomain, remove it
CNAME records cannot coexist with A/AAAA records for the same name

Verify your DNS manually:

# On Mac/Linux terminal:
dig ai.agencyname.com CNAME +short
# Should return: client-portal.trakkr.ai

# Or use nslookup:
nslookup -type=CNAME ai.agencyname.com

Online tools: You can also use dnschecker.org to check if your CNAME has propagated globally.

SSL certificate not provisioning

Symptoms: DNS verified but SSL stays in "Provisioning" for more than 10 minutes.

Most common cause: Cloudflare proxy enabled

If you use Cloudflare for DNS, make sure the proxy is OFF (grey cloud). This is the #1 cause of SSL provisioning failures.

Other causes:

DNS not fully propagated to all regions
Domain is already configured for another Trakkr team
Temporary Cloudflare infrastructure issue

Solutions:

If using Cloudflare, verify the record shows a grey cloud (DNS only)
Wait 15 minutes and check the status
Try clicking "Verify DNS" again to restart the process
Contact support if it's been more than 30 minutes

Domain shows as "already in use"

Symptom: Error message saying the domain is already claimed.

Causes:

Another team in your organization already set up this domain
You previously set it up on a different account
The domain was set up by a previous owner (rare)

Solutions:

Check with teammates if anyone already configured this domain
If you own both accounts, remove the domain from the other account first
Contact support if you believe this is an error

Clients can't access the portal

After successful setup, clients still can't reach the portal:

Clear browser cache - Old DNS results may be cached
Check SSL certificate - Visit the domain and check for certificate warnings
Verify the URL - Must use https:// not http://
Check branding is configured - The portal won't fully work without basic branding

Testing your domain

Once setup shows Active:

Open a new browser window (or incognito mode)
Visit https://ai.agencyname.com (your domain)
You should see your branded login page
Check for the padlock icon in the browser (valid SSL)
Verify no security warnings appear

Next steps

Branding & Customization - Set up your agency branding
Client Management - Invite your first client