> ## Documentation Index
> Fetch the complete documentation index at: https://docs.paypal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

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

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)

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:

* 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

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](/growth/grow-business/use-your-email-domain/troubleshooting#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

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.

<Columns>
  <Card title="Set up your custom email domain" href="/growth/grow-business/use-your-email-domain/set-up-domain">
    Configure your subdomain, add DNS records, and verify ownership with PayPal.
  </Card>

  <Card title="Manage your domain" href="/growth/grow-business/use-your-email-domain/manage-domain">
    Update your sender prefix, deactivate your domain, or switch to a different domain.
  </Card>
</Columns>