Private nameservers require host or glue records at the registrar, matching DNS service and a clear decision about branding and operational responsibility.
Applies to: Reseller DNS, SSL and email
Each customer account needs correct DNS, SSL and email configuration. The reseller controls customer-facing setup, but Tudor Internet controls the underlying shared platform and network.
Before you start
- Sign in with the reseller account rather than a customer SiteWorx login.
- Identify the affected SiteWorx account, package and domain.
- Record the current package, DNS and account settings before making a production change.
- Allow for DNS caching and avoid making unrelated DNS changes during the same maintenance window.
Step-by-step
- Choose stable hostnames under a reseller-controlled domain, such as ns1 and ns2, and confirm the underlying platform supports the arrangement.
- Obtain the correct nameserver IP addresses from Tudor Internet rather than copying a website account address.
- Register child-host or glue records through the registrar for the nameserver domain.
- Add the matching nameserver hostnames to the DNS platform as instructed and verify authoritative responses.
- Change one test customer domain and check delegation, A/AAAA, MX and DNSSEC before wider use.
- Document how customers will be moved if IP addresses or nameserver branding changes later.
- Do not advertise private nameservers until both are authoritative and monitored.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| Some networks show the new result while others show the old one. | Recursive DNS caches have not expired or authoritative nameservers do not return consistent data. | Check the authoritative answer first, compare all listed nameservers and wait for the previous TTL before making another change. |
| The domain returns NXDOMAIN or SERVFAIL. | The zone is missing, delegation is wrong, DNSSEC is broken or an authoritative server is not responding. | Verify delegation at the registry, confirm the zone exists on every authoritative server and remove stale DS records only through a controlled DNSSEC rollback. |
Important notes
- Make production changes in a planned window, keep the old configuration recorded and avoid changing several dependent services at the same time.
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The reseller service and affected SiteWorx account
- The package name and current resource use
- The exact action attempted and error returned
- Whether the issue affects one or multiple customer accounts
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- DNS and nameservers for reseller customers
- Register child nameservers and glue records
- Change a domain’s nameservers
- Check DNS with dig, nslookup and public resolvers
- Troubleshoot SSL for a reseller customer domain
Last reviewed: 2026-07-18.
