What are custom email domains?
A custom email domain allows you to send tracking emails from your own domain instead of the default retino.com domain. This brings several benefits:
Better deliverability - Emails sent from your verified domain have a higher chance of delivery
Stronger brand - Customers see your brand in the sender
Higher credibility - Emails from your domain look more professional
Reputation protection - Your domain has its own reputation independent of others
How does it work?
Setting up a custom domain involves several steps:
You enter the domain and subdomain in Retino
You add DNS records to your domain settings
Retino verifies the DNS records
Our team approves the domain
You assign email templates to the domain
Step 1: Adding a domain
In your account settings, click on Email Domains and then Add Domain.
Fill in the following information:
Domain - Your main domain (e.g., your-company.com)
Subdomain - Subdomain for tracking emails (e.g., tracking or mail)
Sender name (optional) - Name that will be displayed in the sender
The full sender address will then look like: tracking.your-company.com
Step 2: Setting up DNS records
After adding the domain, DNS records will be displayed that need to be added to your domain settings at your registrar/DNS provider.
Types of DNS records:
CNAME records - For domain verification and DKIM signature
MX record (optional) - For processing bounce emails
TXT record (optional) - For SPF authentication
Where to add DNS records?
You add DNS records in the administration at your domain provider (e.g., GoDaddy, Namecheap, Cloudflare, AWS Route53). Each provider has a slightly different interface, but the general process is:
Log in to domain management
Find the DNS or DNS records section
Add a new record for each DNS record from Retino
Copy exactly the Host and Value from Retino
Save changes
Important: DNS changes can take 5 minutes to 48 hours to propagate (typically within an hour).
Step 3: Verifying DNS records
After adding DNS records, click the Verify DNS button in Retino. Retino will check if all DNS records are set up correctly.
Domain states:
DNS Pending - DNS records are not set up yet or haven't propagated yet
Verified - DNS records are correct, domain is waiting for approval
Failed - Some DNS records are not set up correctly
Active - Domain is approved and you can use it
If verification fails, check:
Whether you added all required DNS records
Whether Host and Value values are copied exactly
Whether DNS propagation has occurred (try again in a moment)
Step 4: Approval by Retino team
After successful DNS verification, our team will receive a notification and review the domain. This usually takes up to 24 hours on business days.
After approval, you will receive a confirmation email and the domain will change to Active status.
Step 5: Assigning email templates
When the domain is active, you can assign email templates to it. In the domain detail, click Assign Templates and select which templates should be sent from this domain.
You can:
Assign all templates at once
Assign only selected templates
Remove or add templates later at any time
Note: Templates that are not assigned to any custom domain are sent from the default Retino domain.
Managing domains
In the email domains overview, you can:
Update status - Check DNS records again
View DNS records - Copy values for setup
Manage templates - Assign or remove email templates
Delete domain - Remove the domain (templates will revert to default domain)
Common problems and solutions
DNS verification fails
Wait 10-30 minutes and try again (DNS propagation)
Check that the values are exactly the same as in Retino
Make sure you added all required records
Some providers require removing the trailing dot from the value
DNS records are correct but still failing
DNS propagation can take up to 48 hours
Try clearing DNS cache using a service like Google DNS or Cloudflare DNS
Contact support with details about your domain
Domain is verified but emails are not sent from it
Check that the domain is in Active status (must be approved by team)
Check that you have email templates assigned to the domain
Verify that the email is actually being sent using the assigned template
Security and best practices
Use a subdomain - We recommend using a subdomain (e.g., tracking.domain.com) instead of the main domain
Don't share DNS data - DNS values contain sensitive verification information
Monitor deliverability - Track email delivery statistics
One domain per company - For simplicity, we recommend using one main domain
Need help?
If you have problems setting up a custom domain, contact our support team at [email protected] and include:
Your domain name
Which DNS records you added
Error message from Retino (if any)
Screenshot of DNS settings at your provider