Unable to get CNAME outbound.intercom authenticate | Community
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I already added all the CNAME and TXT record to my DNS server. However, the outbound.intercom is the only one did not get authenticated and i have already wait more than 48 hours for it.

It is because i am in the dev environment? 

Hi ​@ORX Travel Paul here from support engineering to help you out 🤝 

 

I verified your DKIM records are fine and isolated the issue to the Return-Path (outbound) CNAME not resolving to the expected target.

What you need to change:

  1. In your DNS provider, edit the CNAME for the outbound/return-path host shown in Intercom (found at Settings → Outbound → Email → Sending → Authenticate domain).

  2. Ensure the Host/Name field is exactly the host shown (do not add your domain again if your DNS UI auto-appends it).

  3. Set the Value/Target to exactly the target shown in Intercom.

  4. If you use Cloudflare, set the record to DNS only (grey cloud).

  5. Save, wait a few minutes, then click Recheck DNS in Intercom on the same page.

Being in a dev or test workspace doesn’t block domain verification. DNS must be public and accurate; once fixed, verification passes within minutes.

Hi ​@ORX Travel Paul here from support engineering to help you out 🤝 

 

I verified your DKIM records are fine and isolated the issue to the Return-Path (outbound) CNAME not resolving to the expected target.

What you need to change:

  1. In your DNS provider, edit the CNAME for the outbound/return-path host shown in Intercom (found at Settings → Outbound → Email → Sending → Authenticate domain).

  2. Ensure the Host/Name field is exactly the host shown (do not add your domain again if your DNS UI auto-appends it).

  3. Set the Value/Target to exactly the target shown in Intercom.

  4. If you use Cloudflare, set the record to DNS only (grey cloud).

  5. Save, wait a few minutes, then click Recheck DNS in Intercom on the same page.

Being in a dev or test workspace doesn’t block domain verification. DNS must be public and accurate; once fixed, verification passes within minutes.

Hi Paul,

 

This is given me as the record i need to put in, which i already did.

CNAME: outbound.intercom
Value: rp.bnw-production-dev.intercom-mail.com

However, the status of the record is still `Unauthenticated`.  Am i missing something here? I already tried removing the custom domain and add it back in again. It is the same result, only the `outbound.intercom` is `Unauthenticated`. 

 

​@ORX Travel Can you go and check the CNAME here? https://mxtoolbox.com/CNAMELookup.aspx You will see right away what is being returned by your domain DNS. You can compare what is expected vs what is being returned. 

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