Gandi.net

I have a question about...

• a mailbox or a mail forwarding address

  • 🆕 How to conform to Gmail and Yahoo's new requirements for email authentication (DMARC)?

    As of 1st February 2024, Gmail and Yahoo have implemented stricter requirements for sending messages to Gmail or Yahoo accounts.

    The original announcement regarding these changes was made by Google in October 2023. Since then, security companies have issued warnings that may cause some unease among domain owners. Most of these concerns revolve around the mandatory nature of DMARC. However, it is important to note that this requirement only applies to bulk senders who send 5000 messages or more per day.

     

    If you send less than 5000 messages per day, it is not mandatory for you to publish a DMARC policy.

     

    However, you still have the option to publish a DMARC policy if you wish, even if it is a minimalist (neutral) one. For example, you could add the following DNS record:

    • Type: TXT
    • TTL: leave default value (10800 seconds)
    • Name: _dmarc
    • Text value: "v=DMARC1; p=none"

     

    More details in our documentation:

    • How to add a DNS record
    • About DMARC

     

    IMPORTANT: If you have not yet published an SPF policy on your domain or enabled DKIM signature on your Gandi mailboxes, we urge you to do so as those two authentication methods must be provided in order for Gmail and Yahoo to accept your messages.

    Please refer to this article and to our documentation.

  • How do I convert my free mailboxes

    Conversion is the operation that consists in moving your free mailboxes to our new system where mailboxes are charged, and choosing between a monthly and a yearly subscription for those mailboxes.
    You can convert your free mailboxes by logging into your account, «Domain» section: select the domain, then click «Email». There you will find a «Convert» button located in front of the mailboxes to convert. You then just need to click that button and opt for monthly or yearly subscription.

  • I received an email "[GANDI] your mailbox for example.com will expire in 30 days"

    If you received a message about a mailbox expiring («your mailbox will expire in X days|), take note:

    This notice is sent by Gandi a few days before the expiration of mailboxes that are associated with the specified domain name. To ensure that the mailboxes listed in this message continue to function after their expiration date, you need to convert (free mailboxes) or renew them (fee-based mailboxes).

    As a reminder, the free mailbox service expires on November 30, 2023. In accordance with the announcement made on June 13, 2023, if you wish to continue using your free mailboxes after November 30, 2023 (or after your domain expires if it expires before November 30), you must convert them.

    To convert your free mailboxes, log in to your account: select your domain, click on the «Email» tab and then on the «Convert» button. You can then choose between a monthly or annual subscription.

    For further information, please refer to the article FAQ – new mailbox offer and management of your current mailboxes

  • I'm unable to create my mailbox or email forwarding

    Please refer to our documentation.
    
    Create an email address with your domain
    How to forward email

  • I've forgotten my mailbox password

    Your mailbox password is the one you chose when you created your mailbox. It should not be confused with your Gandi account password. If you forget your mailbox password, please reset it by logging into your account.
    
    Resetting a Gandi mailbox password

  • I can't access or configure my email inbox on my terminal

    Gandi mailboxes can be accessed via:

    • any email client via standard POP and IMAP protocols
    • our Roundcube and Sogo webmails: https://webmail.gandi.net

    Be aware that in all instances (POP/IMAP and webmail), the username for accessing your mailbox is the full address of the mailbox (e.g. user@example.com). Please note that this username must not be confused with the username that allows you to access your Gandi account.
    The password to access your mailbox is the one you chose when you created your mailbox. Once again, it should not be confused with your Gandi account password. If you forget your mailbox password, please reset it by logging into your Gandi account.
    
    Check Gandi's POP/IMAP parameters to configure your email client
    Resetting a Gandi mailbox password
    More about the Roundcube webmail
    More about Sogo webmail

  • I've deleted messages from my mailbox, can I get them back?

    You can recover up to the last 7 days' worth of deleted messages. This applies to all deleted messages, whether sent via POP or IMAP protocols or via our webmails.

    To start restoring deleted messages, log on to your mailbox settings interface (https://webmail.gandi.net/settings) and go to the "Recover deleted emails" section. You can recover messages deleted between the current date and an earlier date (up to a maximum of one week).

    Once restoration has been initiated, a folder with a name starting with "restore_YYYY-MM-DD" (where YYYY-MM-DD is the restoration date) is created in the mailbox. Deleted messages are then restored to this folder. If the volume of messages is large, restoration may take some time.

    This folder is visible via our webmails or via your mail software if you use the IMAP protocol. If you use the POP protocol, you will first need to connect to your mailbox via one of our webmails to move the contents of the "restore_YYYY-MM-DD" folder to the "Inbox" folder; your email client will then download the contents of the inbox.

    If you only use our webmails or IMAP protocol, you can move the contents of the "restore_YYYY-MM-DD" folder to the folder(s) of your choice.

    Keep in mind however that the original organization of messages in any sub-folders is not preserved during restoration. If your messages were placed in sub-folders, you will need to recreate these sub-folders and move the messages into them after restoration.

    This feature is only available in the event of accidental deletion of messages. It cannot be used if you delete the mailbox via your Gandi administration interface or via our API.

  • I am transferring my domain name to another registrar. What will happen to the contents of my Gandi mailboxes?

    If you transfer your domain to another registrar, Gandi's email service associated with your domain will no longer work, and the emails stored in any Gandi's mailboxes configured for this domain will be automatically deleted.
    
    

    You have 7 days from the completion of the outgoing transfer of the domain to retrieve the contents of your Gandi mailboxes (via POP/IMAP or via our webmails).

    
    You are strongly advised to regularly back up the contents of your mailboxes via the method and on the device of your choosing. Gandi does not perform automatic backups as part of the email service. It is therefore your responsibility to perform a final backup of your mailboxes prior to the termination of the contract, it being stipulated that in the event of termination of the contract, all the contents of your mailboxes are totally and irrevocably destroyed, with no possibility of restoration.
    
    

    More details in our documentation:

    • Access to a Gandi mailbox via POP or IMAP
    • Back up a mailbox

  • I can't receive email messages

    • I can access my mailbox (my terminal gives no error) but I no longer receive any emails.

       

      • The domain name is suspended:

      It may have expired or may be blocked due to a legal issue.

      • The mailbox is full:

      Standard mailboxes have 3 GB, Premium mailboxes 50 GB. Standard mailboxes can be upgraded to Premium mailboxes.

      • The DNS configuration is incorrect:

      Only MX records are used to receive messages; check that the domain uses Gandi's MX records (and only those).

       

      Resizing a Gandi mailbox from Standard to Premium
      Resetting a Gandi mailbox password
      View the MX records needed to receive messages in your Gandi mailbox

    • I'm not receiving certain emails.

      A sender's email may be rejected or filtered out by our anti-spam system. You are free to activate or deactivate our antispam system on your domain name.
      
      Our anti-spam system assigns a score to every message arriving at your email address (inbox or forward), based on a wide range of criteria. Once this score reaches a certain high threshold, a message is automatically rejected as undesirable or malicious on the basis of these criteria. If the score exceeds a slightly lower threshold, the message is not rejected, but simply moved to the "spam" folder. This "junk" folder can be accessed either via our webmails or via the IMAP protocol (the technical name of the folder is "Junk"). Please note that the contents of the "Junk" folder will not be downloaded via the POP protocol (if you configure your terminal with the POP protocol, you will not receive messages moved to this folder, but you will still be able to access them via our webmails).
      
      If a legitimate email does not reach you or is unduly filtered by our anti-spam system (this is called a "false positive"), open a support ticket at the bottom of this page and let us know the details of the message in question ( sender's email address, recipient's email address, precise date and time it was sent, etc.).
      
      Reception errors
      Activate/deactivate anti-spam system

  • I can't send email messages

    • I can connect to my mailbox but my terminal returns an SMTP error when I try to send any email

      Check that your terminal is using the correct SMTP parameters (Gandi's SMTP server address, port number and SSL/TLS security). Remember that you must authenticate yourself on our SMTP server using a username (= your Gandi mailbox's full address) and a password (= your Gandi mailbox's password). A common mistake is to forget to activate authentication for outgoing mail.
      
      See Gandi's SMTP parameters to configure your terminal.
      Resetting a Gandi mailbox password

    • I'm getting a specific error (RULE3_2,RULE2_2, RULE2_1...) when trying to send emails generaly or a particular one.

      Our anti-spam system assigns a score to every message submitted to our SMTP service (mail.gandi.net or via our webmails). If this score exceeds a certain threshold, your message may be blocked. This is designed to ensure the stability of our SMTP service. If you are unable to send an email you consider legitimate, please refer to our documentation. If the problem persists, open a support ticket at the bottom of this page and provide us with the details of the message in question ( email address of the sender, recipient, specific date and time the attempt was made, etc.).
      There are many reasons why a message may be blocked: the subject of the message, the content of the message, any attachments, the IP address from which the message was sent, or a combination of these factors.
      
      Outgoing email errors

    • I can send my emails but the recipients don't receive them

      Email delivery mainly depends on your recipient's email service. However, to maximize your odds of success, there are a few things you need to do:
      

      • Publish an SPF (Sender Policy Framework) policy on your domain
        Your SPF policy must be published via a TXT record. If you use Gandi's SMTP service exclusively to send your messages, this TXT record must be :
        
             @ 10800 IN TXT "v=spf1 include:_mailcust.gandi.net ~all"
        
        This SPF policy authorizes only Gandi's mail servers to send messages for your domain. If you publish this SPF policy, you must therefore make sure that you only send your messages via our SMTP service (mail.gandi.net or our webmails).
        
        Should you need to use another SMTP service, such as that of a specialized SMTP provider, you must ask this provider to give you the address(es) of the SMTP server(s) to be authorized in the SPF policy published for your domain. Your provider will often send you a complete SPF policy such as "v=spf1 include:spf.example.com -all". You'll need to merge this policy with the one already published on your domain, which will yield, to use the example above:
        
             @ 10800 IN TXT "v=spf1 include:_mailcust.gandi.net include:spf.example.com ~all"
        
        It's important not to publish two different SPF policies on your domain.
        
        Publish an SPF policy on your domain name
        
        
      • Enable DKIM signature on your outgoing emails
        The DKIM signature on your messages can help recipient servers authenticate them.
        
        Enable the DKIM signature of your emails
        
        
      • More generally, the content of your messages also influences the way they are processed by the receiving servers. For example, the inclusion of certain words (relating to drugs supposed to improve erectile dysfunction, or miraculous financial gains, for example) is not well regarded by the servers that receive your messages. But the same applies to a multitude of little factors relating to the way in which your messages are written (for example, sending an email with a subject in ALL CAPS sends a very bad sign to your recipients' anti-spam filters; another example: including a link to a malicious website can cause your email to be filtered out).

• logging into my account

  • Changes to the Account Login Process - Mandatory MFA

    With online threats on the rise, adding a second layer of security helps ensure your account stays safe.

     

    What changed?

    Logging into your account now requires multi-factor authentication (MFA). If you haven’t set up any MFA options, your security email address will be used by default.

    

    What if I don’t get the code by email during the login process?

    If you don’t receive the code:

    1. Look in your inbox, as well as ‘Junk’ and ‘Trash’ folders.
    2. Make sure you are checking the correct security email. Note: The email used for MFA might be different from your recovery/contact emails.

    We invite you to ensure your security email is valid and accessible. If it’s outdated or linked to another Gandi account, update it to avoid being locked out.

    You can also enable other MFA options, like a time-based one-time password (TOTP) app on your phone or a USB security key (U2F). As long as one of these options is enabled, the 6-digit code won't be required.

    

     

    What if I get locked out of my account?

    If you can’t access your account:

    1. Fill out the email change form.
    2. Submit the form with the required documents to our support team via the webform.

  • I've forgotten my username and/or password

    Enter an email address or telephone number that you have registered on your account on the following page, then enter the recovery code that you will receive by email or text message: https://account.gandi.net/en/recover_account

    If you do not receive the email with the recovery code:
    - check the contents of your "junk mail" (spam) folder,
    - make sure you have entered a recovery email address which is registered on your account: try any email addresses you can think of, otherwise refer to the question "I can't remember which recovery email addresses are registered on my account" below.

    If you do not receive the SMS with the recovery code:
    - make sure you enter a phone number registered in your account,
    - make sure you enter the phone number in international format (for example +32.12345678 for a number in Belgium).

    If the recovery code you received doesn't work, it means that its validity has expired: re-enter your email address or telephone number on the page mentioned above to receive a new recovery code.

  • I no longer have access to any of the recovery email addresses listed on my account.

    Open a support ticket at the bottom of this page and then reply to our automatic email by attaching this form duly filled out and signed, together with some form of ID.

  • I can't remember which recovery email addresses are listed on my account.

    Open a support ticket at the bottom of this page and then reply to our automated email, attach proof of ID, and provide any information you have regarding your account (products managed on it, order or invoice numbers, etc.).

  • I no longer have access to the device used for double authentication (cell phone or U2F key lost, sold or damaged).

    Use one of the recovery codes provided to you when you activated double authentication (TOTP).
    If you have lost those recovery codes or if your U2F device is lost/broken, open a support ticket at the bottom of this page with the form below, duly filled out, signed and accompanied with proof of ID.

  • I can't connect from an authorized IP address

    If you have enabled IP-based access restriction and can no longer connect from an authorized IP address, open a support ticket at the bottom of this page with the form below, duly filled out, signed and accompanied with proof of ID.

  • How long do I stay logged-in into my session ?

    What’s the default authentication duration?

    The default duration is 1 hour since you logged in, and since your last authenticated action
    (it’s a rolling duration, the session remains active while used).

    If you close your browser before the session expires
    (and without your browser’s “Restore my session”'s option),
    you will have to log in again next time.

  • What’s the authentication duration when checking “Keep me logged in”

    If you click “Keep me logged in” (or “Remember me”) in Gandi's Log in page,
    the session doesn’t have a maximum duration, and will remain active for the
    whole browser’s session duration.

    With the browser’s “Restore Previous Session”, “Continue where you left off”
    “Reopen closed tab” or “Reopen all windows from last session” option,
    you will remain authenticated until you explicitly log out.

    If you don’t restore your tabs or session, you will have to log in
    each time you close and re-open your browser.

    ---

  • I still have a "Gandi v4" handle with the AB1234-GANDI format.

    Our old site will soon be discontinued. While you can still access the old user interface, you should migrate your Gandi handle as soon as possible.
    
    - Migrate your v4 Gandi handle “Gandi v4” to the new (v5) version of our site: https://migrate.gandi.net
    - Access the old user interface: https://v4.gandi.net/admin
    - Reset your Gandi v4 handle password : https://v4.gandi.net/login/lost
    - Update the email address associated with your "Gandi v4" handle: open a support ticket at the bottom of this page, then reply to our automated email and attach this form, duly filled out and signed, along with the required supporting documents.

• a domain name

  • Management of DNS Security+ Pack

    With the DNS Security+ Pack, you have complete control over a reliable service that requires a second authentication via a code sent by email for all operations deemed sensitive. This enhanced security protects you from fraudulent attempts to unlock your domain for a transfer, change nameservers, redirect web pages or modify DNS records that could potentially add a fraudulent email service to your DNS and usurp your identity.

    If you have an active pack and are unable to make sensitive changes, you will first need to disable the pack to update your domain.

    You can check the status of this service from the "Name Servers" tab in the details of a domain.

    If you want to know more, you can visit our page News Gandi

     

  • How do I deactivate the DNS Security+ service?

    You have benefited from a free trial of the DNS Security+ Pack.
    Before the end of the trial period, you can either subscribe to this offer (£2.99/month) or cancel the trial. At the end of the trial period, if you do not explicitly activate the service, you will not be charged and the trial offer will automatically be cancelled.

    To cancel the trial right away:

    • Login to your control panel
    • Go to the "Domain" tab
    • Select the domain and go to the "Nameservers" tab
    • On this page you will be able to "Unsubscribe from DNS Security pack". In some cases you will see "Unsubscribe from DNS Premium". Both will opt you out of the pack.

    You can repeat this process for each domain you want to exclude from this protection.

  • I'm having difficulty renewing my domain name

    Simply log in to your account and go to the "Domain" section, then click on the Renew button; you can also go to https://shop.gandi.net/domain/renew
    
    If the deadline for renewing your domain name has lapsed (see renewal deadlines), you may still be able to restore it. If restoration is not possible online via your account (see "Domain names Restorable"), it can sometimes be manually performed by our support team, who you should contact as soon as possible by opening a ticket at the bottom of this page. In most cases, you will be asked to credit your Gandi prepaid account in the required amount.
    
    Renewing a domain name
    Restoring a domain name
    
    Important: If your domain name is managed by one of our resellers, only that reseller can renew your domain name.

  • I am encountering problems while trying to transfer a domain

    • Why do I have to wait 72 hours before receiving my domain's authorization code?

      For security reasons, the unlocking process for your domain may take up to 72 hours.

      This delay is in place to protect your domain from any unauthorized transfer attempts. Once the security period has passed, your domain will be unlocked, and you will be able to retrieve the authorization code needed to proceed with the transfer.

      Please note that this delay does not apply if your user account is secured with multi-factor authentication using TOTP.

    • I'm waiting for my domain name to be transferred

      While some transfers are completed immediately, most require you to validate one or more confirmation mails (confirmation mails sent by Gandi and/or by the original registrar and/or by the registry). Don't forget to check your email inbox (including the "spam" folder) and carefully follow the instructions in these confirmation emails.
      
      If you don't think you've received a confirmation email, check that the owner's and administrative contact's email addresses are up to date with the original registrar.
      
      In some cases, confirmation emails require explicit approval from you; if you don't approve the confirmation email (usually within 5 full days), the transfer will fail. Other confirmation emails are essentially designed to allow you to reject the transfer. The transfer is carried out as soon as all the confirmation emails have been validated, or once the approval period has expired (usually within 5 full days).
      
      As some confirmation emails are sent by the registrar of origin and/or by the registry, Gandi does not control this process, and you should therefore contact these other parties if you wish to accelerate the transfer.
      
      Transferring a domain name

    • I have a transfer operation that is in error

      There are several reasons why a transfer operation may not work:
      
      1/ The transfer cannot be initiated by Gandi:
      

      • The authorization code you provided is invalid: ask the original registrar for a new authorization code, then restart the operation via your Gandi account (in the "Domain Pending" section).
      • The domain name is not transferable: it may be locked at the registrar you are leaving, perhaps it was created too recently, or maybe it changed registrars too recently?
      • The email address you entered at the original registrar is no longer valid, or you forgot to deactivate the "Private Whois" option, so you can't validate the confirmation email. To rectify this, make the necessary changes at the current registrar, then restart the operation via your Gandi account (in the "Domain Pending" section).
      • The information you provided for the owner, administrative or other contacts when you placed the order is incorrect: open a support ticket at the bottom of this page.

      2/ Gandi was able to initiate the transfer, but it failed:
      

      • The owner or the administrative contact of the domain did not approve the confirmation email sent by the original registrar and/or by the registry.
      • The original registrar refused the transfer: unpaid invoice, legal problem, ... please contact the losing registrar to find out more, then restart the operation via your Gandi account ("Domain Pending" section).
      • The registry has refused the transfer: the confirmation email was not approved, there was a legal issue, etc. Once the problem has been resolved, restart the operation via your Gandi account (in the "Domain Pending" section).

      3/ Other situations :
      There are many different transfer procedures (especially for country-code extensions), and just as many reasons why an operation could result in an error. Check the list of the most common procedures; if you can't find an explanation for the error you've encountered, open a support ticket at the bottom of this page.
      
      Transfer a domain name

    • I don't see my domain name in my account, though I got confirmation that it was completed

      You need to follow the link in the invitation email sent to the domain owner.
      If your email address was not listed as the domain name's owner, please ask the person who manages the email address in question to forward the invitation email to you.
      If the email address in question is no longer valid, open a support ticket at the bottom of this page, then reply to our automatic email and attach the following form, duly filled out and signed (leave the first line blank), together with the required supporting documents.
      
      Transfer a domain name

  • I am having problems creating my domain name

    • I'm waiting for my domain name to be created

      Most domain names are registered a few moments after your order has been completed. However, there are exceptions (especially for country extensions):

      • Some domain names take a few hours or even a few days to be created (examples: .es, .gr ...)
      • It is sometimes necessary to explicitly activate the domain name via additional steps such as accepting the registry's contract, sending additional documents, etc. (examples: .ca, .cn, .dk, .no, etc.).
      • So-called "Corporate" extensions require manual processing, which may take several days or even weeks. Our Corporate Services team will contact you if any documents are required.

      You can track your domain name creation request in the "Domain > Pending" section of your account. If you see an operation pending for too long, open a support ticket at the bottom of this page.
      
      If you see the same domain in both the "Active" and "Pending" sections, this means you have a duplicate order: you can delete the duplicate order by going to "Billing > Orders".
      
      Register a domain name

    • I have a domain creation that is in error

      Our team usually solves these problems proactively, and may contact you if additional information is required (such as company number, passport number, reason for request, etc.).
      You can track your domain name creation request in the "Domain Pending" section of your account. If you see an operation that's been stuck in error for too long, open a support ticket at the bottom of this page.
      
      Register a domain name

  • I am having problems getting my domain name to work

    • My domain name isn't working (website or email address unavailable)

      • The domain name has expired: renew or restore it
      • The owner's email address has not been validated: update the email address if necessary, then resend the verification email.
      • The domain name has not been activated: some extensions require explicit activation after your registration request has been granted.
      • The name servers are down or not correctly configured. If you are using external servers, contact the service provider in question; if you are using Gandi's name servers, check the corresponding page for the domain, verify that your DNS records are valid, or open a support ticket at the bottom of this page.
      • The domain name has been suspended by the registry. This could be due to an invalid name or postal address, the domain name being involved in illicit or malicious activities, a legal issue, etc. The registry generally contacts the domain owner by email. In such a case, reply to the registry directly so that they can reactivate the domain, or open a support ticket at the bottom of this page.

      Renew a domain name
      Check the owner's email address
      Activate a domain name (.ca, .cn, .dk, .it, .no, ...)

    • I can't link my domain name to my hosting provider

      There are two ways to connect your domain name to your hosting provider:
      

      • Pointing via DNS records:
        Your host will need to provide you with the DNS records (A and/or CNAME type) you'll need to set up to point your domain to their platform. Once the required DNS records have been set up at Gandi, wait a few hours for them to propagate.
        
        Editing a domain name's DNS records
        
        
      • Linking to the host's name servers:
        You can link the domain to your hosting provider's name servers. Once you have modified the nameservers on your Gandi account, please allow 12 to 48 hours for this change to propagate. Warning! In this case, the DNS records will be managed by the hosting provider: if you use the GandiMail service, be sure to configure the necessary records [MX / TXT(SPF) / CNAME(DKIM)] on your hosting provider's name servers.
        
        Modifying a domain name's name servers
        DNS records required for GandiMail to work
        

      Remember that it's also possible to simply set up web forwarding from your domain or a subdomain of your domain to the URL of your choice. This option doesn't allow your domain name to be indexed by search engines, and should only be used if your domain name is only a secondary or temporary address for accessing your website.
      
      Forwarding your domain name or subdomain

    • I added a web forwarding but it doesn't work

      The most common mistakes are :

      • When you add/modify a web forwarding, the corresponding DNS record (A or CNAME) is automatically added/modified by our system. You may therefore need to wait a few hours for the web forwarding to work. Make sure you don't change the DNS record again if you want the web forwarding to work.
        
        
      • If the source address of the web forwarding uses "https" or "http+https", a free, automatic TLS certificate is generated. If this is the first TLS certificate on your account, a confirmation email is sent to you, and you must confirm its creation by following the link in the email.
        
        
      • If you wish to forward both your bare domain (e.g. example.com) and the "www" sub-domain (www.example.com), you need to add two separate web forwardings.

      Forwarding your domain name or subdomain

    • I've added a DNS record but it doesn't work

      The most common mistake is forgetting the period at the end of CNAME or MX records. Make sure that the value of your CNAME or MX record ends with a period, for example:
      
           www IN 10800 CNAME web.example.com. (notice the period in "web.example.com.")
           @ IN 10800 MX 10 mail.example.com. (notice the period in "mail.example.com.")
      
      Keep in mind that any changes to your DNS records may take a few hours to be reflected (sometimes referred to as "propagated")
      
      Managing DNS records

• a web hosting

  • I can't seem to link my domain name to my web hosting.

    There are three possible scenarios:
    

    • The domain name is managed by Gandi and is linked to our LiveDNS name servers:
      The necessary DNS records are automatically set up when you add the website to your web hosting instance.
      
      
    • The domain name is managed by Gandi, but is linked to external name servers:
      The necessary DNS records are displayed on the website management page in your web hosting instance's configuration, and you will need to set them up on your external name servers. Before adding the A/CNAME records to do the domain pointing itself, you'll be asked to add a TXT record that will allow us to verify that you have control of the domain.
      
      
    • The domain name is managed by a third-party registrar:
      The necessary DNS records are displayed on the website management page in your web hosting instance's configuration, so you'll need to set them up at your registrar. Before adding the A/CNAME records to do the domain pointing itself, you'll be asked to add a TXT record that will allow us to verify that you have control of the domain.

    Linking a domain name to a web hosting instance

  • My website has stopped working

    • The domain name is expired or suspended:
      Refer to the "I have a problem with a domain name" section.
      
      
    • The site displays an "Error 500" message or a blank page:
      This is an error in your website's code. Check the log file www-error.log for warnings and errors reported by PHP.
      
      
    • The site displays a 503 "Unavailable, the server is paused" message:
      The web hosting instance has expired, please renew it.
      
      
    • The site displays a 503 error:
      Restart your instance; if the error persists open a support ticket at the bottom of this page.
      
      
    • Other errors (HTTP / PHP) :
      Please refer to our documentation or open a support ticket at the bottom of this page.

    Renew web hosting
    View log files
    Common errors on web hosting instances
    
    Please note: If your website is not hosted by Gandi, you will need to contact your hosting provider for any problems related to the http/https service.

  • I can't activate the TLS certificate (HTTPS)

    A free, unlimited Standard TLS certificate is provided for every website installed on your web hosting. If this is the first TLS certificate for your organization, you must approve its creation by following the link sent to you by email. TLS certificate creation is automatic and takes around 10 to 20 minutes.
    If you prefer to install a third-party TLS certificate or a Gandi Pro/Business TLS certificate, you will need to supply the TLS certificate and the corresponding private key, and then wait a few minutes.
    
    Installing an automatic TLS certificate for web hosting
    Installing a manual SSL certificate for web hosting
    
    Please note: If your website is not hosted by Gandi, you will need to contact your web host for any problems related to the http/https service..

• a server (Cloud VPS or Cloud Server)

  • I'm getting a "permission denied" connection error (public key)

    Has your server just been created and you can't connect to it?
    This means your system can't find the private key.
    
    Edit or add the "config" file for your user

  • I can't access my Cloud VPS server

    If you are able to connect to your server via SSH or the emergency console, check :

    • system and critical services logs (usually in '/var/log')
    • resources used by the server:
      • `free -m` to check memory usage,
      • `df -h` to view disk usage,
      • `ps false` to see the list of processes currently running.

    If you are still unable to determine the cause of the problem, open a support ticket at the bottom of this page, specifying that your server is blocked, so that our experts can deal with your case as a matter of priority.
    
    Using the emergency console
    Switch to rescue mode

  • I can't access my Cloud server

    If you are able to connect to your server via SSH or the emergency console, check :

    • system and critical services logs (usually in '/var/log')
    • resources used by the server:
      • `free -m` to check memory usage,
      • `df -h` to view disk usage,
      • `ps false` to see the list of processes currently running.

    If you are still unable to determine the cause of the problem, open a support ticket at the bottom of this page, specifying that your server is blocked, so that our experts can deal with your case as a matter of priority.
    
    Using the emergency console

• an SSL/TLS certificate

  • I can't get my TLS certificate

    Gandi offers three types of TLS certificates (formerly known as SSL certificates): Standard (or DV for Domain Validation), Pro (or OV for Organization Validation) and Business (or EV for Extended Validation).

    Every type of certificate must pass the Domain Control Validation (DCV). Depending on the size of the certificate (single address, multi-domain or wildcard), there are several ways of carrying out this DCV.

    In addition to the DCV, Pro certificates require that you send your company's documents to Gandi and perform a "callback" verification (carried out via an automated telephone call, or sometimes by email).

    For Business certificates, in addition to the VCD, you need to send a number of supporting documents directly to our partner Sectigo; this Business procedure is managed exclusively by Sectigo.
    
    Create an TLS certificate
    See the available methods for DCV
    See the documents required for a Pro certificate
    See the documents required for a Business certificate
    
    If your website is hosted on a Gandi web hosting platform, you can install a free, unlimited Standard TLS certificate, which requires no direct intervention (the DCV is automatic).
    
    Installing an automatic TLS certificate on a Gandi web hosting

  • I'm unable to renew my TLS certificate

    A TLS (SSL) certificate can only be renewed within the 30 days preceding its expiry date.
    A new CSR (and therefore a new private key) must be generated in order to place the certificate renewal order; you cannot reuse an existing CSR.
    
    Renewing an SSL certificate

  • I can't download my TLS certificate

    If the Download button is grayed out, this means that you chose the "automatic" method when you placed your order. An automatic TLS certificate can only be used for a website hosted on a Gandi web hosting platform.
    If you need to install your TLS certificate on another server (an external server or a Gandi Cloud server, for example), you will need to choose the "manual" method when you place your order. If you already have an automatic TLS certificate, you can regenerate it free of charge using the manual method, in which case you'll be asked to provide a CSR.
    
    Regenerate an SSL certificate

  • I can't generate my CSR nor choose the Common Name

    When ordering TLS certificates using the manual method, you must provide a CSR (Certificate Signing Request). Gandi cannot assist you in creating your CSR. However, you will find instructions in our documentation. Make sure you enter the correct value in the CN (Common Name) field.
    Don't forget to keep the private key, which is generated at the same time as the CSR.
    
    Generate a CSR
    Find out more about Common Name (CN)

  • I lost my private key

    The private key is generated at the same time as the CSR. If you lose it, you'll need to generate a new CSR (and therefore a new private key) and then regenerate the TLS certificate.
    
    Regenerate an SSL certificate

  • I've renewed my TLS certificate but my website no longer works

    Once your certificate has been renewed, you need to install the new certificate (.crt file) and the corresponding private key (.key file) on your web server. Contact your web hosting provider for assistance. If your website is hosted on our web hosting platform and you are using a third-party TLS certificate or a Gandi Pro/Business TLS certificate, install the new certificate and the corresponding private key on your instance.
    Please note that for TLS certificate regeneration (for example, at the annual expiration of a TLS certificate purchased with a 2-year or longer subscription), the old version of the certificate is revoked within 48 hours.
    
    Installing a manual SSL certificate on a Gandi web hosting

• my account or organization's details

  • I can't change my email address

    We have several email addresses on file in our system:

    • Recovery email addresses:
      These addresses are essential pieces of information in our system: they are the addresses to which we send you a recovery code if you forget your account password.
      You can add or delete recovery email addresses (we recommend that you provide at least two, linked to different mail servers) in the"Settings" section of your account (not to be confused with the Organizations section of your account). We also strongly recommend that you provide at least one email address that is NOT associated with a domain name managed by your Gandi account.
      As a reminder, the same email address can only be registered as a recovery address for a single user account.
      Adding / Deleting a recovery email address
      
      
    • Your organization's email address:
      This is the address to which we send most notifications about products belonging to an organization (either your personal organization or your business-like or other organizations).
      You can update it in the Organizations section of your account.
      The same email address can be used for multiple organizations.
      
      Change the email address of an organization
      
      
    • Domain name contacts' email address(es):
      Your domain name contacts are primarily used to provide information submitted to the registry and potentially published in the Whois database.
      
      Change the contacts of a single domain name
      Change the contacts of multiple domain names

  • I'm unable to change my first and last name

    You cannot change your first and last name because your account (personal organisation identified with the "Me" badge in the Organisations section of your account) cannot be transferred to another person. While you can transfer the ownership of your products (with the exception of your SSL certificates), you cannot transfer the ownership of your personal account itself (for legal reasons).
    Therefore, please refer to the change of ownership process in our documentation.
    The only exception is if you are changing your first or last name due to a change in civil status or an administrative procedure: in that case, please submit your request via the form "article 16" ; we may ask you to provide the necessary supporting documents.
    
    Changing the owner of a domain name

  • I'm having trouble changing my company name

    Your company name cannot be changed, as it is a legal entity.
    You can, however, move your company's products (with the exception of SSL certificates) to another organization. Please refer to the owner change process in our documentation.
    The only exception is if your organization changes its legal name without establishing a new legal entity: although it is often easiest to simply do an "owner change" (which is free of charge for most products), don't hesitate to contact our customer service department to see if we can be of assistance, especially if the number of products involved is significant; we will ask you for proof of the legal name change.
    
    Change the owner of a domain name

  • I'm leaving/transferring my business and need to hand over an organization to another person

    Ensure that the products in question belong to the organization you wish to transfer. If necessary, first change the owner of the products to this organization. Keep in mind that personal organizations (which correspond to natural persons) cannot be delegated.
    Next, invite the new administrator to the Owner team of the organization you wish to transfer. This new administrator will then receive an email invitation enabling them to take control of the organization and the products it owns.
    You can then quit the organization. You will remain the owner of your Gandi user account (which you may request to be deleted).
    It should be noted that the organization in question remains the legal owner of the products. This is therefore a mere transfer of the organization's management rights. If you are transferring assets from one legal entity to another, you need to carry out an owner change for the products involved.
    
    Change the account managing an organization
    Change the owner of a domain name

• a payment or an invoice

  • You don't see your credit card on your account when paying?

    Following the change of our payment provider, we have evolved our practices, always with the security of your payment methods in mind.

    As such, you are asked to delete the saved card and save it again.

    Then simply set the card as default. This will also work for automatic renewals.

  • I received an unpaid order message

    Please go to the Billing section and look for the order number mentioned in our message. The most common errors are :
    

    • Duplicate order :
      You've previously placed an order, for the same domain name, for example, and the order in question is still marked as " unpaid ": all you have to do is delete the duplicate order.
      
      
    • Automatic renewal order in error:
      Our automatic renewal system placed this order but was unable to complete it because the balance on your prepaid account was insufficient and there is no valid credit card saved on your organization.
      You then have three options:
      - Add the necessary amount to your prepaid account by crediting it "manually" (retroactively adding a credit card won't relaunch your backorders): all pending orders, starting with the oldest, will then be automatically relaunched,
      - Delete the pending order and then manually place a renewal order,
      - Delete the pending order, save a credit card to your organization and then wait for the next auto-renewal attempt (note: make sure the pending order wasn't already our last auto-renewal attempt).
      

    Cancel an order
    Add money to a prepaid account
    Register a credit card
    More about automatic domain name renewal
    More about automatic renewal of web hosting instances

  • I can't seem to save my credit card

    If your request to add a credit card remains "pending" for too long, your credit card has been rejected. Please delete the card and try again.
    Make sure your credit card is registered with the 3-D Secure system and complies with SCA (Strong Customer Authentication) requirements. The spending limit must not be exceeded and foreign transactions must be authorized. Contact your card issuer if you have any problems.
    Please note that virtual cards and debit cards (immediate debit cards) are not usually accepted.
    
    Register a credit card

  • I've received an invoice that's not made out to the right person/company

    Once an invoice has been issued, it cannot be modified. It is therefore imperative that you choose the correct billing address before validating your order.
    If you wish an invoice to be made out in your company's name, you will need to create a company organization (in addition to your personal organization). This can be done either directly when placing the order (but before payment), or beforehand via the Organizations section of your account.
    
    Buying a domain name for a third party or for a company
    Create an organization

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• How to submit a ticket / complaint

  • How to submit a ticket / complaint

    We’re happy that you’ve chosen to use Gandi as your Registrar / Hosting provider and we want you to be happy about it, too. We’re committed to giving you the best possible service, but sometimes things can go wrong – and if that happens, we want to hear from you.

    For general issues, questions:

    You can submit a ticket outlining your issues or questions by clicking here:
    [Submit a ticket]

    You will immediately receive an acknowledgement of receipt with a case ticket reference number in the subject.

    In the meantime our FAQ can solve most of your questions/ issues.

    You can visit our FAQ here

    
    To log a Customer Care complaint:

    To make sure we address your complaint accurately and in a timely manner, make sure to provide all information related to your issue.
    In your subject request, please add : Complaint
    When you [Submit a ticket]

    All communication is done exclusively via email. Be sure to provide us with a valid email address so that we can reply to you.
    For every new complaint you send, you will immediately receive an acknowledgement of receipt with a case ticket reference number in the subject. To assure the most efficient handling of your case, please be sure to include this number in all your correspondences with us regarding your complaint.
    Once your complaint has been received, our dedicated team will review the details of your case in light of the information that is accessible to us in our database.

    Gandi Customer Care