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Opens tracking for custom domain
  • Vote Up0Vote Down dberningdberning
    Posts: 5Sendy user

    Hi -

    I'm loving my Sendy experience thus far - thank you for such a great service!

    I am running into trouble tracking open mail counts on a brand that is using a custom domain. The primary domain which hosts Sendy is acting as expected with tracking showing accurate counts of opens/clicks/etc. This is not the case with the custom domain brand campaigns.

    • I have updated the DNS records in my web host (SiteGround) account with the right CNAME values
    • I am still in Amazon's 'sandbox mode' so I am ensuring all the emails I test are verified by Amazon SES
    • I have DKIM verified status in both custom and primary domain

    Any help diagnosing this issue would be greatly appreciated.

    Cheers!

  • 10 Comments
  • Vote Up0Vote Down BenBen
    Posts: 3,606Sendy support

    Hi,

    May I know what is the actual 'Custom domain' that you've setup?

    Thanks.

    Best regards,
    Ben

  • Vote Up0Vote Down dberningdberning
    Posts: 5Sendy user

    Hi Ben!

    The custom domain we registered is https://todayinjoy.com. We registered it under our primary domain https://www.lunetalabs.com.

    Thanks!

    David

  • Vote Up0Vote Down BenBen
    Posts: 3,606Sendy support

    Hi,

    The domain todayinjoy.com is already pointed to your main website. Use a sub-domain instead, eg. newsletters.todayinjoy.com.

    Then create a CNAME record that points newsletters.todayinjoy.com to lunetalabs.com.

    Thanks.

    Best regards,
    Ben

  • Vote Up0Vote Down dberningdberning
    Posts: 5Sendy user

    Hi Ben,

    I updated the custom domain to be newsletters.todayinjoy.com and I configured todayinjoy.com DNS records to include a CNAME that points newsletters.todayinjoy.com to lunetalabs.com.

    To clarify, newsletters.todayinjoy.com has to be an active webpage (it has to exist on the site) in order for email engagement tracking to work under the todayinjoy.com custom domain.

    Thanks, David

  • Vote Up0Vote Down BenBen
    Posts: 3,606Sendy support

    Hi,

    Can you please clarify and describe in more details what you meant by "newsletters.todayinjoy.com has to be an active webpage"?

    Thanks.

    Best regards,
    Ben

  • Vote Up0Vote Down dberningdberning
    Posts: 5Sendy user

    Sorry for the confusion. I mean the page has to exist, right? Currently, we don't have a newsletters.todayinjoy.com page finished for the site so the page is not live. I was just checking that once we push the newsletters.todayinjoy.com page live on the site the email tracking should begin working.

  • Vote Up0Vote Down BenBen
    Posts: 3,606Sendy support

    Hi,

    I mean the page has to exist, right?

    No. You only need to create a CNAME record for newsletters.todayinjoy.com that points to lunetalabs.com.

    If you previously created a sub-domain or webpage for newsletters.todayinjoy.com, please delete it.

    Also, set the protocol of your custom domain to 'http' instead of 'https' as there are no SSL certificate install for newsletters.todayinjoy.com on the server that's hosting lunetalabs.com.

    Thanks.

    Best regards,
    Ben

  • Vote Up0Vote Down dberningdberning
    Posts: 5Sendy user

    Thanks Ben,

    Really appreciate your help here. From what you said, I believe we have everything configured properly on our end. Still we are having tracking issues with our custom domain.

    Could you possibly take a look at our set-up?

    Thanks, David

  • Vote Up0Vote Down BenBen
    Posts: 3,606Sendy support

    Hi David,

    Can you create an Alias in lunetalabs.com for newsletters.todayinjoy.com? Please contact your web hosting provider if you're unsure what that means.

    Also, please update to the latest version of Sendy → https://sendy.co/get-updated. The latest version have more instructions in the custom domain setup area.

    Thanks.

    Best regards,
    Ben

  • Vote Up0Vote Down dberningdberning
    Posts: 5Sendy user

    That did it! Thanks Ben!

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