Fix a “Not Reachable” domain

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.

1. Check the domain address

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.

2. Open the website yourself

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.

3. Confirm that HTTPS works

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.

4. Check for maintenance or coming-soon mode

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.

5. Check the homepage response

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.

6. Review firewall and security settings

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.

7. Check website performance

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.

Try verification again

After the website is publicly accessible:

1. Open Domains.

2. Find the affected domain.

3. Open its three-dot menu.

4. Select Verify script.

Split Hero will check both the website’s availability and the snippet installation again.

The status changed to “Snippet Not Found”

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.

Still not working?

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.