# Your Help Center's address and custom domain Section: Help Center Description: Change your Help Center's free tidio.help address, or connect your own domain automatically with Entri or manually with DNS records, and follow its status until the SSL certificate is live. Verified against Tidio panel 12.304.0 Last updated: 2026-11-09 Source: https://help.tidio.com/articles/domain/ Every Help Center you create gets its own free address on **tidio.help** - for example, **yourbrand.tidio.help**. You can change that address at any time, or connect a domain you own, like **help.yourbrand.com**, so your customers never leave your brand. When you connect your own domain, Tidio takes care of the SSL certificate (the secure **https://** connection) for you. By default, the connection can be done [**automatically**]() (through an app called Entri), but you can always add the DNS records [**manually**]() instead. **In this article, you'll learn:** - [How to change your Help Center's tidio.help address]() - [How to connect your own domain]() - [How to read your domain's status]() - [How to troubleshoot the connection]() - [How to disconnect a domain]() [Video]() Silent walkthrough. Your Help Center's address and custom domain. 💡 **Please note:** the **Setup** tab is only visible to team members with the **Help center settings** permission. Also, your customers can only open your Help Center (on any address) once it's published - see [Publish, preview and manage articles](). ## Changing your default address Head over to the **Help Center** section, open your Help Center, and go to the **Setup** tab. Your Help Center's address is in the **Domain** card, under **Default domain**: ![The Domain card in the Setup tab, showing the Default domain field with "yourbrand" typed in and the ".tidio.help" suffix next to it, and the empty Custom domain field with the Add domain button below]() The default address is made from your Help Center's name when you create it. To change it, simply type a new name into the field, and hit the **Save changes** button at the bottom of the tab. The name can only use lowercase letters, numbers and hyphens, and it has to start and end with a letter or a number (anything you type is turned into lowercase for you). A few names are reserved by Tidio and can't be used: **www**, **api**, **admin**, **mail**, **static**, **assets** and **app**. If another Help Center already uses the name, you'll see a message under the field once you try to save - just pick another one. 💡 **Please note:** if you've added your Help Center to your website with the embed code, copy the code again after changing the address. The code in the **Embed Help Center** card always uses your current address (see [Add the chat widget to your Help Center, and the Help Center to your website]()). ## Connecting your own domain [Video]() Silent walkthrough. Connect your own domain. On the Setup tab, scroll to the Domain card, type help.yourbrand.com into the Custom domain field and click Add domain. The domain shows Pending verification, with Automatic setup and Manual setup below. Click the trash icon to open the Delete window, and click Cancel. Copy a value from the Manual setup records, then click Complete verification to open the Entri window. Before you start, decide which domain you'd like your Help Center to use. A subdomain of your website, like **help.yourbrand.com** or **support.yourbrand.com**, works well. Each Help Center can have one custom domain, and a domain can only be used by one Help Center. ### Adding your domain In the **Domain** card, type your domain into the **Custom domain** field, and click on the **Add domain** button: ![The Custom domain field with "help.yourbrand.com" typed in and the Add domain button active]() Your domain is added with the **Pending verification** status. Below it, you'll see two ways to finish the setup: **Automatic setup** and **Manual setup**: ![The Domain card after adding help.yourbrand.com: the domain in a read-only field with a trash icon on the right, the orange Pending verification tag, the Automatic setup section with the Complete verification button, and the Manual setup section with the DNS records table and the Verify DNS records button]() ### Connect automatically The automatic setup is powered by **Entri**, a specialized app that adds the DNS records at your domain provider for you. It's the recommended option if your domain is registered with a provider that Entri supports (you can [check the list here]()). Under **Automatic setup**, click on the **Complete verification** button. A new window will open with your domain and the records already filled in - simply follow the steps on the screen: ![The Entri window opened over the Tidio panel, showing the first step of connecting help.yourbrand.com]() Once you finish in Entri, Tidio checks your records straight away - there's nothing else to click. Please note: if Entri can't be loaded, the **Automatic setup** section won't be shown, and you can use the [manual setup]() instead. ### Connect manually Under **Manual setup**, you'll find the DNS records to add at your domain registrar (the company where you manage your domain). Each record has a **Type**, a **Name** and a **Value**, and you can copy both the name and the value with the copy icons next to them: ![The Manual setup DNS records table with the Type, Name and Value columns: the routing records for help.yourbrand.com and the verification record in the last row, with the copy icons next to each name and value, and the "Copied to clipboard" confirmation after copying a value]() You'll see two kinds of records: - The **routing records** point your domain to your Help Center. - The **verification record** (the last one in the table) proves that you own the domain. Log in to your domain provider, open the DNS settings of your domain, and add each record exactly as shown. Then come back to Tidio, and click on the **Verify DNS records** button: ![The Custom domain section right after clicking Verify DNS records: the "Domain verified." confirmation, the Finishing setup tag, the note "Ownership verified. We are issuing the SSL certificate – this usually takes a few minutes." and the Re-verify button]() If the records are found, you'll see a **Domain verified.** confirmation, and Tidio moves on to issuing your SSL certificate. If they aren't found yet, don't worry - DNS changes can take a while to spread. Wait a few minutes, and click on **Verify DNS records** again. 💡 **Please note:** some domain providers need the **Name** in a different format. The names in Tidio are full names, like **help.yourbrand.com**. If your provider adds your domain to the name automatically, enter only the part before your domain (for example, just **help**). If a name ends with a dot and your provider doesn't accept it, simply leave the dot out. The **Value** should always stay exactly as shown. ## Understanding the domain status A tag under your domain shows where the connection is at, with a short note under it: Status | What it means **Pending verification** | The domain is added, but the records haven't been checked yet. Finish the automatic or manual setup. **Verification error** | Tidio checked, but couldn't find the verification record yet. Check your records, wait a few minutes and verify again. **Finishing setup** | Ownership is verified, and Tidio is issuing your SSL certificate. This usually takes a few minutes, and the status updates by itself. **Connected** | The SSL certificate is active, and your Help Center is live on your domain. **Setup failed** | The SSL certificate couldn't be issued. Contact us, and we'll finish the setup for you. ![The Domain card with a connected domain: the green Connected tag, the note that the SSL certificate is active, and the Re-verify button]() Once your domain is **Connected**, Tidio uses it everywhere: in the list of your Help Centers, behind the **Preview Help Center** button, in the **Search result preview** of the **SEO & Search** card, and in your embed code. You can use the **Re-verify** button at any time to check the connection again. 💡 **Please note:** if you show the chat widget on your Help Center and your widget only appears on trusted domains, add your new domain to that list too. The **Chat widget** card will warn you about it and add it in one click - see [Add the chat widget to your Help Center, and the Help Center to your website](). ## Troubleshooting If your domain doesn't connect, here are a few things to check: - If the status stays at **Verification error**, make sure every record from **Manual setup** is added, with the name in the format your provider expects (see the note above) and the value copied exactly. DNS changes can take some time to spread, so try **Verify DNS records** again a bit later. - If you see **Enter a valid domain, for example help.yourcompany.com.** when adding the domain, type the domain name only, like **help.yourbrand.com**, without **https://** or a path. - If you see **This domain is already verified by another Help Center.**, remember that a domain can only be used by one Help Center. Disconnect it from the other Help Center first. - If the DNS records can't be loaded, refresh the page in a moment, and contact us if it keeps happening. - If the status is **Setup failed**, contact us, and we'll finish the setup for you. ## Disconnecting a domain To stop using your domain, click on the trash icon on the right of the domain in the **Domain** card, and confirm with the **Delete** button: ![The confirmation window "Delete help.yourbrand.com" with the text "Your Help Center will stop using this domain. You can connect it again later." and the Cancel and Delete buttons]() Your Help Center goes back to its tidio.help address. You can connect the same domain, or a different one, again at any time. ## Further reading - [Create and manage your Help Centers]() - [Help Center visibility in search engines]() - [Add the chat widget to your Help Center, and the Help Center to your website]()