A Not Reachable status means Split Hero could not successfully access your website during verification.
This normally happens when the website is unavailable, protected from public access or returning an error.
Open Domains and confirm that the address is correct.
Check for:
Spelling mistakes
The wrong subdomain
An old staging address
An internal development domain
An address that no longer exists
For example, confirm whether the correct domain is:
example.com
www.example.com
staging.example.com
These are treated as separate domains.
Open the exact website address in a new private or incognito browser window.
The website should load without requiring:
A login
A password
A preview token
Access to a company network
A VPN
A cookie from a previous session
If you cannot access it in a private window, Split Hero may not be able to access it either.
Split Hero connects to the website using HTTPS.
Make sure:
The website loads at https://
The SSL certificate is valid
The certificate has not expired
The certificate matches the domain
The browser does not show a security warning
Resolve any HTTPS or certificate issue before trying again.
Verification can fail while the website is:
In maintenance mode
Showing a private coming-soon page
Restricted to administrators
Protected by HTTP authentication
Limited to an allowlist of IP addresses
Temporarily make the website publicly accessible, then run verification again.
Split Hero verifies the domain by requesting the website.
Make sure the homepage:
Loads successfully
Does not return an error page
Does not time out
Does not enter a redirect loop
Does not redirect to a private login
Is not returning a server error
Check the website from a different device or network when possible.
A firewall, hosting provider or security service may block automated requests.
Review settings in services such as:
Web application firewalls
Bot-protection tools
Hosting security rules
CDN security features
Country or region blocking
Rate-limiting systems
Custom server rules
Make sure normal external requests can reach the website.
You should not need to make the entire website less secure. The aim is to prevent legitimate verification requests from being blocked.
A website that responds too slowly may fail verification.
Check for:
Hosting outages
Slow server responses
Database problems
Application errors
DNS issues
Resource limits
Recent deployment failures
Resolve the underlying availability issue before trying again.
After the website is publicly accessible:
Open Domains.
Find the affected domain.
Open its three-dot menu.
Select Verify script.
Split Hero will check both the website’s availability and the snippet installation again.
This means Split Hero can now reach the website, but it cannot find the correct script inside the page’s <head>.
See Fix a “Snippet Not Found” domain.
Collect the following before contacting Split Hero support:
The domain shown in Split Hero
The exact public URL
A screenshot of the error or status
The time you last attempted verification
Details of any password protection
Details of any firewall, CDN or bot-protection service
Confirmation that the site loads in a private browser window
Related article: Connect and verify a domain.
