# Troubleshooting (/invoicing/use-your-email-domain/troubleshooting)

Resolve common issues with your custom email domain.



Resolve verification failures, bounce issues, and DNS configuration errors. If you run into issues with your custom email domain, use this page to diagnose and resolve common problems.

## Domain not verifying [#domain-not-verifying]

If your domain hasn't verified after 72 hours, check the following:

* **Typos in records:** Double-check the Name and Value fields from the DNS configuration screen in your dashboard. Use the copy buttons to avoid transcription errors.
* **Conflicting CNAME records:** CNAME records must be the only record for a given hostname. Remove any conflicting A, AAAA, or TXT records at the same name.
* **Duplicate domain in record name:** Some DNS providers automatically append your domain. If your domain is `acme.com`, enter only `bounce` in the Name field, not `bounce.acme.com`.
* **DNS propagation:** Use [dnschecker.org](https://dnschecker.org) to confirm your records are published globally before selecting **Verify Domain**.
* **Cloudflare proxy:** If using Cloudflare, ensure CNAME records are set to **DNS Only**. Proxied records will prevent verification.

## Emails reverting to [service@paypal.com](mailto:service@paypal.com) [#emails-reverting-to-servicepaypalcom]

PayPal sends your emails from [service@paypal.com](mailto:service@paypal.com) instead of your custom domain when a domain health check fails. Common causes include:

* DNS records were accidentally deleted or modified.
* Domain registration expired at the registrar level.
* Transient error and no action required.

In the [PayPal dashboard](https://www.paypal.com/mep/dashboard?_ga=1.78831252.1259758161.1760473483), select **Invoicing** > **Settings** > **Domain** to see the current status and per-record diagnostics. Correct the issue and the system restores custom sending on the next health check cycle.

## Bounce handling [#bounce-handling]

If a custom-domain email bounces, PayPal's behavior depends on the cause:

| Cause                                    | PayPal behavior                                                                                                                                                                                                                                         |
| ---------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| SPF, DKIM, or DMARC failure              | PayPal automatically attempts to re-verify your domain and retry sending. If your domain is no longer valid, the email falls back to [service@paypal.com](mailto:service@paypal.com). See [High bounce rates](#high-bounce-rates) for more information. |
| Invalid or nonexistent recipient address | PayPal sends a bounce notification to the merchant.                                                                                                                                                                                                     |
| Recipient mailbox full                   | PayPal sends a bounce notification to the merchant.                                                                                                                                                                                                     |

For SPF, DKIM, or DMARC failures, your domain status moves to pending while PayPal attempts to re-verify. You'll receive an email notification when this happens. No action is required until PayPal confirms the domain status.

## High bounce rates [#high-bounce-rates]

A `5.7.x` bounce code indicates a domain authentication failure. Check that your SPF, DKIM, and DMARC records are correctly configured using [dnschecker.org](https://dnschecker.org) or select **Verify Domain** from Invoicing Settings.

When PayPal detects an authentication failure:

* PayPal attempts to re-verify your domain and retry sending.
* If your domain is healthy, the email is resent from your custom domain.
* If your domain is no longer valid, the email falls back to [service@paypal.com](mailto:service@paypal.com).

Your domain status moves to pending during re-verification. You'll receive an email notification and no action is required until PayPal confirms the domain status.

### [Set up your custom email domain](/invoicing/use-your-email-domain/set-up-domain)

Configure your subdomain, add DNS records, and verify ownership with PayPal.

### [Manage your domain](/invoicing/use-your-email-domain/manage-domain)

Update your sender prefix, deactivate your domain, or switch to a different domain.