This guide is for course providers who want supported customer emails sent from an address on their own domain, such as training@example.com, instead of a Cademy address.
An email domain is the part after @ in an email address. DNS records are settings managed through your domain’s DNS provider. Cademy gives you records to add so its email service can verify your domain.
This sets up sending, not a mailbox. It does not connect your personal inbox, create an email account or change your minisite address. It also does not change every Cademy system email or decide where replies are delivered.
Before you start
You must be a System Admin for the course provider. Course Owners and Facilitators cannot manage these settings.
Your account must include the custom email domain feature. It is included in the Teams plan; see Understand Cademy Plans, Limits and Fees. If the page shows Cademy Teams Feature, the feature is not enabled for your account; do not proceed with DNS changes until access is resolved.
You need a domain you control and access to its DNS settings, or someone authorised to make those changes for you.
Decide which sender address to use. In the fictional example training@example.com, the domain is example.com. Use your own real domain and intended sender address instead.
Add your domain
Open the Admin dashboard and select Settings.
Under Tools, select Email Domains.
Select Add Domain. The Add Email Domain dialog opens.
In Domain, enter the domain name only, such as example.com. Do not enter an email address, https:// or a website path.
Select Add Domain in the dialog. Wait for Domain added successfully and check that the domain appears in the table. If an error appears, read it before trying again.
Select the domain’s row to open its DNS records. Adding the domain does not open this detail dialog automatically.
Add the DNS records
In the domain dialog, find the table headed Type, Name and Value. Use the records generated for your domain, not values copied from an example image.
While verification is pending, select Copy All to copy the records and instructions for your DNS administrator. You can also click individual Name or Value entries to copy them.
Sign in to the service that manages your domain’s DNS, or give the copied instructions to your authorised administrator.
Add all the records shown by Cademy. Their types include CNAME, MX and TXT; use the exact names and values displayed for each. Follow your DNS provider’s instructions for entering each record type.
Save the records with your DNS provider. Keep them in place while you use Cademy to send from this domain.
Do not replace unrelated DNS records used by your website or existing email service. If a record conflicts, or you are unsure how the provider expects its Name, Value or MX priority, ask your DNS administrator before changing it. Some providers add the domain name automatically, so entering it twice creates the wrong record.
Check verification
Return to Settings > Email Domains in the Admin dashboard and select your domain’s row.
If the domain is PENDING or FAILED, check that all the displayed DNS records have been saved correctly.
Select Refresh to request another verification attempt and update the displayed result. This restarts a verification operation; it is not just reloading the page.
Wait for the request to finish and check the status. An error or an unchanged PENDING result does not confirm verification. Do not repeatedly select Refresh in quick succession.
PENDING: verification has not completed. Check the DNS records and allow time for their changes to become available.
VERIFIED: Cademy’s domain-signing check has passed, so you can choose a sender address on that domain. This is not a delivery test or confirmation that every other DNS record is correct.
FAILED: the verification attempt failed. Check the records before requesting another attempt.
DNS updates and verification are not instant. Amazon’s email service advises allowing up to 72 hours for DNS changes to become available; this is not a Cademy delivery guarantee. See Amazon’s verification troubleshooting guidance. If the records are correct but the status remains unresolved, contact Cademy Support with the domain, current status, error and when the records were added.
Set the sender address
Open Settings > Email Domains in the Admin dashboard. Check that the intended domain is VERIFIED.
Under Default Sender, enter the complete address you want customers to see, such as training@example.com.
Use the exact verified domain after @. For example, verifying example.com does not satisfy Cademy’s sender check for training@mail.example.com; add and verify mail.example.com separately for that address.
Select Save. Wait for Default Sender Saved.
Reopen Email Domains and confirm the saved address. If an error appears, do not assume that the change was saved.
This address is the default for customer emails that use your provider’s email settings. Without a saved Default Sender, emails that would use it come from a Cademy address, and “(via Cademy)” follows the sender name. Once a Default Sender is saved, those emails are sent from that address and the name appears without “(via Cademy)”. Some system messages use a separate sender. A saved address and VERIFIED domain do not prove that a message arrived, or that it appeared in the recipient’s main inbox.
Your sender address and reply address are different settings. For a template’s Send replies to address and sender name, see Create and Reuse Email Templates. Do not assume replies go to the Default Sender address or appear in Cademy Inbox.
Before relying on the setup, arrange a test email to an address you control using the email workflow you intend to use. For a manual message, follow Send a Manual Email to Customers or Course Participants. Check the actual message’s From address and where its reply goes. A test is a real email, not a preview. One successful workflow does not prove that every other email type uses the same sender.
For a manual message sent from Contacts, open Contacts in the Admin dashboard, find and open the recipient, then select Emails in Activity. Open the relevant email and check its recipient, subject and status. For order, registration, team-member and other email histories, use Find Sent Emails and Check Delivery Status. A missing Contact entry does not establish a sending failure, and a recorded email is not proof that it was read.
Manage and troubleshoot the setup
Return to Cademy’s default sender
Open Settings > Email Domains in the Admin dashboard.
Under Default Sender, find the reset icon beside the saved address. Its tooltip is Reset To Default.
Select that icon only when you want to remove the custom default sender. This applies the reset immediately, without a separate confirmation dialog.
Wait for Default Sender Reset, then reopen Email Domains and check that no custom sender is saved. A cleared field alone is not proof of a successful reset.
Resetting the sender does not delete your verified domain. It removes the custom default for emails that use this setting. Do not assume that every email falls back to one fixed Cademy address.
Remove a domain
Open Settings > Email Domains in the Admin dashboard.
If Default Sender uses the domain you want to remove, first save an address on another verified domain or use Reset To Default. Reopen the page to confirm that change.
Select the domain’s row. In its details dialog, select Delete.
Check the domain you selected. In Confirm deletion, select Delete only when removal is intended.
Check that the domain is no longer in the table. If an error appears or the domain remains, do not treat the deletion as complete.
Deleting the domain removes its sending setup from Cademy’s email service. It does not delete DNS records at your provider. Ask your DNS administrator before removing records there, especially if other services use them. Adding a deleted domain again requires checking its new setup and verification.
A domain remains pending or failed
Open the domain under Settings > Email Domains and compare all its records with the records saved by your DNS provider. Check the exact domain, record types, names and values. Ask the DNS administrator to correct any mismatch, then use Refresh for another verification attempt. Once the domain is VERIFIED, the Refresh control is hidden.
An address cannot be saved or an email uses another sender
If the domain is already associated with another Cademy provider account, do not delete records elsewhere to try to release it. Ask Cademy Support to check the account association.
If the sender cannot be saved, check that it is a valid complete email address and its exact domain is added and VERIFIED in this account. Read the displayed error.
If an email uses a Cademy address, first check the saved Default Sender and the specific email type. Some messages use a separate system sender. If the email service rejects a custom sender as unverified, some sending processes fall back to a Cademy sender.
If you need help with a sent message, provide its subject, recipient, time and the From address you received, plus your configured domain. Do not send DNS account passwords or login details.
Frequently asked questions
Does this create a mailbox for my domain?
No. It authorises sending from the domain through Cademy. Create and manage any mailbox with your email provider, and check the separate reply-address settings.
Can I use a subdomain?
Yes. Add and verify the exact subdomain you want to use after @. Cademy checks that exact domain when saving the Default Sender.
Can I use this to send from Gmail or another domain I do not control?
No. This setup requires adding DNS records for a domain you control. An ordinary mailbox on someone else’s domain does not give you that access.
Does VERIFIED guarantee that emails will arrive?
No. It confirms the domain-signing check. Recipient filtering, account sending restrictions and other delivery conditions still apply. Check a real test message and its recorded status.
Do I need to repeat verification on a schedule?
There is no renewal action on this settings page. Keep the required DNS records in place. If you change DNS providers or records, have your administrator check the setup and investigate any sending problems; do not rely only on an old VERIFIED status.
What if I do not know how to add DNS records?
Give the domain’s Copy All instructions to the person who manages your DNS. Use that provider’s own instructions for the record fields. Do not give Cademy Support your DNS password.