Troubleshooting: Why Can't I Add a Domain?
When using the "Add New Domain" feature on the DNS Management page, you may encounter an error. This guide explains the two most common errors and how to resolve them.
Error 1: "To add an external domain, you need the Premium DNS service."
What it means: The domain you are trying to add (e.g., my-external-domain.com) is not currently registered with Sitelutions, nor is it associated with an active cPanel hosting account in our system.
To manage DNS for "external" domains, your account must have our **Premium DNS** service (or a Sitelutions Club membership that includes it).
How to fix it: You can add the Premium DNS service to your account (or purchase a Club membership) to enable this feature.
Error 2: "Domain 'example.com' is owned by another client in our system..."
What it means: Our system has detected that the domain you are trying to add (e.g., example.com) is already associated with another active client account at Sitelutions.
This is a security feature to prevent unauthorized management. We check two things:
- If the domain is **registered** with Sitelutions under another client.
- If the domain is part of an **active cPanel hosting package** under another client.
How to fix it:
- If you are the true owner: Please contact our support team. You may need to verify your ownership, for example, by transferring the domain's registration to your Sitelutions account.
- If you are not the owner: You cannot manage this domain's DNS through our system unless the true owner transfers the service to you or (in a future update) grants you explicit permission.
What if my domain is "Sitelutions" or "Hosting"?
If the domain you are adding is already registered with us (tbldomains) or part of your active cPanel plan (tblhosting), our system will automatically detect this. You will not need the Premium DNS package to add these domains, as they are considered part of your existing services.
