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Setting Up Custom Hostnames
Use your own domain for mail-client connections and server-hosted Roundcube. Start from Management → Subscriptions → Open control panel on the intended Active service.
In-house webmail uses a different DNS target
For MXroute's in-house webmail, follow Custom Webmail Branding. That setup points to webmail-connect.mxroute.com. Do not repoint an existing in-house webmail hostname to a mail server. The mail instructions here are for IMAP/SMTP; the webmail instructions here are for Roundcube.
Why Use Custom Hostnames?
Custom hostnames give users a consistent branded address for their email clients or Roundcube login. Custom panel URLs are configured separately in reseller Branding.
Available Custom Hostnames
| Hostname | Purpose |
|---|---|
mail.example.com | IMAP/SMTP client connections |
webmail.example.com | Server-hosted Roundcube |
The certificate form offers these prefixes for the domain you select; it is not an arbitrary-hostname entry form.
Step 1: Find Your Server Name
- Open Advanced → SSL Certificates in the Control Panel.
- Select the domain.
- Under Step 1: Configure DNS, copy the CNAME target displayed for that account.
Step 2: Configure DNS Records
At your DNS provider, create the records for the names you intend to use:
| Type | Name | Value |
|---|---|---|
| CNAME | mail | The CNAME target displayed by the panel |
| CNAME | webmail | The CNAME target displayed by the panel |
Use the displayed hostname rather than a copied server IP. These are client-access hostnames. They are separate from your domain's MX records; an MX destination must not be a CNAME.
Step 3: Request SSL Certificates
- Return to Advanced → SSL Certificates and select the same domain.
- Wait for the DNS checks. Correct failed records and reload if needed.
- Under Step 2: Request Certificate, select the eligible hostname checkboxes.
- Select Request Certificate and review the result.
- Revisit Current Certificate Status to confirm installation.
Only select names with correctly published DNS. You can request either or both supported hostnames.
Step 4: Using Your Custom Hostnames
Mail certificates can take longer to activate on IMAP/SMTP because service reloads are limited to protect server performance. An installed certificate row does not guarantee immediate activation on every mail service. Keep using the normal server hostname from Email Clients until the custom hostname works without certificate errors.
Email Client Configuration
Once active, use mail.example.com for incoming and outgoing mail with the usual encrypted ports. Continue using each mailbox's full address and password.
Webmail Access
Once active, open https://webmail.example.com for Roundcube and sign in with the full mailbox address and password.
Troubleshooting
- DNS check fails: check the exact CNAME name and target at the DNS provider and allow time for updates.
- Certificate request fails: read the displayed error, verify DNS readiness, and check whether a CAA record or certificate rate limit is preventing issuance.
- Certificate installed but IMAP/SMTP still shows a mismatch: allow time for activation and use the normal server hostname meanwhile. Do not disable certificate verification in the client.
- Wrong webmail application opens: check whether you intended Roundcube or in-house webmail branding; their DNS targets differ.
If the issue persists, contact Support with the hostname, selected service, and exact error.