Overview

This article helps Site Administrators triage when your website appears to be down or your custom domain (for example, yourleague.org) stops loading. It covers the most common causes, how to keep working using your default TeamSideline subdomain while the custom domain is being fixed, and the information support needs to resolve it quickly.

In most cases the TeamSideline site itself is still online — the problem is with how the custom domain is pointed to it (DNS/nameservers), or with how a new site was pushed live during an upgrade or go-live.

First: Reach Your Site Using the Default Subdomain

If your custom domain is not loading, you can almost always still reach your site (and its admin back end) using your default TeamSideline address. This is the fastest way to keep working — for example, to access registration or all-star team information — while the domain is being repaired.

• New Content Builder sites use the pattern: https://yourorgname.teamsidelinesite.com/ (for example, https://ramonaponybaseball.teamsidelinesite.com/).
• Legacy sites may use the pattern: https://teamsideline.com/sites/YourOrgName/.

Common Causes of a Custom Domain Outage

1. Nameservers were changed away from TeamSideline. The most frequent cause. If someone edited the domain's nameservers at your registrar (often while trying to fix email or make another change), the domain no longer points to TeamSideline and the site will not load.
2. A new site was pushed live during an upgrade or go-live. When a new site goes live, a domain configuration step can be missed — for example, a domain being replaced instead of being added as a secondary domain — which can take a working URL offline.
3. DNS records are incorrect or missing. For setups where your organization manages its own DNS, the required A records and/or CNAME record may have been removed or changed.
4. DNS is still propagating. After any domain change it can take up to 24–48 hours for the change to take effect globally. A cached browser can also show a stale error.

Investigation Checklist

Work through these steps before or alongside contacting support:

1. Try the default subdomain (see above). If the site loads there, the TeamSideline site is online and the issue is with the custom domain pointing.
2. Test a second domain or subdomain if you have one (for example, both yourleague.org and yourleaguefc.org). If one works and the other does not, the problem is isolated to the domain that is failing.
3. Clear your browser cache or try a different browser / incognito window / mobile data. This rules out a stale cached error.
4. Capture the exact error message (a screenshot is ideal). Errors like “Invalid domain — the domain name you attempted to access is not set up correctly or is not supported” point to a domain/DNS configuration issue.
5. Check whether anyone recently changed your domain settings at your registrar (GoDaddy, Namecheap, Bluehost, etc.) — especially nameservers, A records, or CNAME records, or work done by an IT contractor for email.
6. Confirm who manages your domain and DNS. If your organization (not TeamSideline) manages the domain, the fix must be made in your registrar account.

How to Get It Fixed

Open a ticket with support@teamsideline.com and include:

• The exact custom domain(s) affected (for example, yourleague.org).
• A screenshot of the error and the address bar.
• Whether the default teamsidelinesite.com subdomain loads.
• Whether anyone recently changed nameservers or DNS at your registrar.

Depending on the cause, support will typically do one of the following:

• Nameservers changed: support will provide the correct TeamSideline (AWS) nameservers for your domain, which you (or your registrar/webmaster) must set at your registrar. You can also send support your registrar login so they can make the update for you. Note that TeamSideline nameservers are unique per domain, so always use the exact set support provides for your domain.
• Org-managed DNS: support will provide the required A records and CNAME record (pointing to TeamSideline/Duda) for you to enter at your registrar.
• Go-live/secondary-domain misconfiguration: support corrects the primary and secondary domain configuration on the TeamSideline side. This may require a verification code sent to your organization's registered phone number, so be ready to relay that code.

After any change, allow up to 24–48 hours for full DNS propagation and clear your browser cache before re-testing.

If the Whole TeamSideline Platform Is Down

Rarely, the issue is platform-wide intermittent downtime rather than your domain. In that case the default subdomain will also fail and support will confirm the team is actively working the issue. If your default subdomain loads fine, the outage is specific to your custom domain, not the platform.