Submit a DNS Update Request to Sierra Support
This article explains when a DNS update request is needed, what information to include, and how to submit the request to Sierra Support for timely and accurate resolution.
Overview
This article explains when and how to submit a DNS update request to Sierra Support, so changes to your domain, website, or email can be handled safely and efficiently. Following these steps helps avoid downtime, ensures accurate updates, and keeps your support requests moving quickly.
For an overview of domains, DNS, and responsibilities, see:
👉 How Domains, DNS, and Support Requests Work
For a deeper explanation of DNS and why Sierra manages it:
👉 What Is DNS and Why Does Sierra Interactive Manage My Domain?
Table of Contents
When You Need to Submit a DNS Update Request
Submit a request to Sierra Support if you need to:
- Add, remove, or modify DNS records
- Reconfigure records for email validation
- Address website or email issues caused by DNS
- Review changes made outside of Sierra’s guidance
If you’re unsure whether your request involves DNS, Sierra Support can help determine the correct next step.
When You Do NOT Need a DNS Update Request
Do not submit a DNS request for:
- Website content or design changes
- IDX or listing questions
- CRM or lead workflow issues
- General account or billing questions
Submitting non-DNS issues as a DNS request can delay resolution.
How to Submit a DNS Update Request
Step 1: Contact Sierra Support
- Submit your request via a support ticket
- Include the following details for faster resolution:
- Domain name (example: yourdomain.com)
- Registrar (GoDaddy, Namecheap, Google Domains, etc.)
- Description of the requested change
- Reason for the update (email validation, domain change, troubleshooting)
- Deadline or time sensitivity, if applicable
Sierra Support will follow up if additional details are required.
Step 2: Follow Provided Instructions
Some DNS updates require action from you, such as:
- Updating nameservers
- Confirming ownership or access
- Approving changes at your registrar
When this is required, Sierra Support will provide clear, step-by-step instructions.
What Happens After You Submit a DNS Request
Once submitted:
- Your request is reviewed by the appropriate team
- Changes are made or instructions are provided
- DNS propagation may take several hours to complete
- Updates and questions are communicated through your support ticket
DNS changes are handled with care and may take longer than standard requests depending on complexity and propagation timing.
If your issue feels urgent, review Sierra’s emergency guidelines before escalating.
Best Practices
- Submit one DNS request per ticket
- Include all relevant details up front
- Avoid making registrar-level changes unless instructed
- Allow time for DNS propagation before testing
- Communicate through the ticket for updates or clarifications
Troubleshooting & Common Questions
Troubleshooting Common Issues
-
My DNS change hasn’t taken effect yet
DNS changes can take time to propagate. This is normal and does not indicate a failure. -
I made a DNS change on my own and something broke
Submit a DNS update request immediately so Sierra can review and correct the issue. -
I’m not sure if my issue is DNS-related
Submit a support ticket describing the issue. Sierra Support will help route it correctly.
FAQs
-
How long do DNS changes take?
Most changes propagate within a few hours, though some may take up to 48 hours. -
Can Sierra make DNS changes without my approval?
Some changes require confirmation or access from you. Sierra will notify you if action is needed. - Is a DNS issue considered an emergency?
Only certain DNS issues qualify as emergencies. Refer to Sierra’s emergency guidelines for details.