Setting up a custom domain

By default, Chargebee Growth hosts your cancel experience on a Chargebee domain. You can configure a custom domain to provide a branded experience for your users.

When a custom domain is configured, users see your domain (for example, cancel.example.com) instead of a Chargebee-hosted URL.

Before you begin

Before you configure a custom domain, make sure that you have:

• Access to your DNS provider.
• Permission to create and update DNS records, such as CNAME and, optionally, CAA records.

Configuring a custom domain

To set up a custom domain, complete the following steps.

1. Go to Settings > Custom domain.

2. Enter the subdomain you want to use, for example, cancel.example.com.

3. In your DNS provider, create a CNAME record with the following values:

   • Host / Name: cancel
   • Destination / Target: custom.prod.brightback.com

   This maps your domain to the Growth experience.

4. Return to the Custom domain page and click Submit for verification. Chargebee Growth validates your DNS configuration, SSL certificate setup, and domain reachability. You receive a confirmation email once the domain is ready.

5. After verification succeeds, enable the custom domain from the Settings page to start using it.

How custom domain routing works

When a user visits your custom domain, your DNS configuration routes the request to the Growth infrastructure while preserving your branded URL:

cancel.example.com → custom.prod.brightback.com

DNS propagation

DNS changes are not always immediate. Keep the following timings in mind after you create or update your records:

• DNS changes can take up to 24 hours to propagate.
• Changes often take effect within 1–2 hours.
• The recommended TTL is 300 seconds.

Troubleshoot verification failures

If verification fails, review the following common issues.

CNAME or DNS record is not configured correctly

Make sure that:

• The CNAME record exists.
• The destination is exactly custom.prod.brightback.com.

Invalid domain format

Enter a valid subdomain, such as cancel.example.com. The following formats are not valid:

• http://cancel.example.com
• cancel

Connection or SSL issues

The following errors usually indicate a DNS propagation delay or an SSL handshake issue:

• connect_timeout
• io_exception
• non_200_status

If you see these errors, wait for DNS to finish propagating and then try again.

Certificate issues

• certificate_expired: Renew the certificate.
• expected_certificate_authority_not_found: Make sure that Let's Encrypt is allowed to issue certificates for your domain. See Configure a CAA record.

Configure a CAA record (advanced)

If your domain uses CAA records, you must allow Let's Encrypt to issue certificates for it.

Example CAA record

example.com. 1800 IN CAA 0 issue "letsencrypt.org"

Check your existing CAA records

To check the CAA records for your domain, run:

dig +noall +answer example.com caa

Allow Let's Encrypt when a CAA record exists

If a CAA record is already configured, use one of the following options:

• Update the root domain: Add letsencrypt.org as an allowed certificate authority on your root domain.
• Use a subdomain: Create a subdomain with its own CAA record and use it for your custom domain, for example, cancel.subzone.example.com.

Verification error reference

For persistent issues, contact growth-support@chargebee.com.

Additional resources

For provider-specific guidance on creating DNS records, see:

• Rackspace
• GoDaddy
• Hover
• Bluehost