How to fix the MXToolbox error 'primary name server not listed at parent' when using Squarespace?
Matthew Whittaker
Co-founder & CTO, Suped
Published 19 May 2025
Updated 18 Aug 2025
8 min read
Encountering the "primary name server not listed at parent" error in MXToolbox can be quite concerning, especially when your domain is managed through Squarespace. This specific DNS error indicates a mismatch between the nameservers delegated by your domain registrar (the parent) and the nameservers actually authoritative for your domain (the child, in this case, Squarespace).
When your primary name server isn't correctly listed at the parent level, it means that internet resolvers cannot reliably find where your domain's DNS records are supposed to live. This can lead to a variety of issues, ranging from your website being inaccessible to critical disruptions in your email service. Ensuring your DNS is correctly configured is foundational for online presence and email deliverability.
I've personally seen this problem arise frequently when domains are purchased through one provider, like Squarespace, but then pointed to hosting services elsewhere. The key is to understand the interplay between your domain registrar and your DNS hosting provider. Let's delve into how to diagnose and effectively resolve this issue, ensuring your online services remain seamless.
Understanding the 'primary name server not listed at parent' error
The "primary name server not listed at parent" error signifies a fundamental discrepancy in how your domain's authoritative nameservers are communicated across the internet. In simpler terms, when someone tries to look up your domain, the top-level domain servers (the parent) tell them which nameservers are responsible for your domain. If those nameservers don't actually match what's set up where your DNS records are hosted (the child), then the lookup fails, or it points to stale or incorrect information.
This mismatch typically occurs when you change your DNS hosting from one provider to another but forget to update the nameserver records at your domain registrar. For instance, if you bought your domain through Squarespace and initially used their nameservers, but then decided to host your website or email elsewhere and updated the DNS records at the new host without updating the nameservers at Squarespace. This creates a broken chain of trust in the DNS resolution process.
The consequences of this error are significant. Your website may become unreachable, and more importantly for email deliverability, your emails may fail to send or receive. Mail servers rely heavily on accurate DNS records, including MX records, to route emails. If your nameservers aren't correctly propagated, your MX records might not be found, leading to bounce-backs or your messages being directed to spam folders. This can severely impact your sender reputation and overall email deliverability.
Additionally, a misconfigured primary name server can cause issues with other essential email authentication records like SPF and DKIM, making your emails appear untrustworthy to recipient servers. This can result in your emails being rejected or flagged as spam, ultimately harming your email marketing efforts and critical business communications. Regular checks with tools like MXToolbox are crucial for catching these issues early.
Diagnosing the issue with Squarespace
When you encounter this error, the first step is to confirm where your domain's nameservers are actually set and where they are supposed to be. Since you're using Squarespace, your domain's registrar is likely Squarespace itself. This means you need to manage your domain's nameserver settings directly within your Squarespace account.
Navigate to your Squarespace account's domain settings. Usually, this is found under Settings > Domains > your domain name. Look for a section related to DNS or nameservers. This area will show you what nameservers Squarespace currently believes are authoritative for your domain. If you are pointing your domain to an external hosting service, you will need to replace Squarespace's default nameservers with those provided by your external host. Squarespace has a helpful guide on how to point your Squarespace domain to an external site.
After making any changes, you can use MXToolbox to re-check your domain's DNS status. Select the "DNS Check" tool and enter your domain name. This will provide an updated report on your nameservers and highlight any remaining issues. Patience is key, as DNS changes can take time to propagate across the internet.
Common Squarespace DNS access issues
Login problems: Sometimes browser caches or extensions interfere. Try logging into Squarespace in an incognito or private browsing window to bypass these.
Confusing interface: Squarespace's DNS management can be less intuitive than dedicated registrars. Look for sections explicitly labeled 'DNS' or 'Nameservers' within your domain settings.
Propagation delays: Even after making changes, DNS records take time to update across the internet. Don't panic if MXToolbox doesn't show immediate changes. Wait a few hours and re-check. Consider a blocklist checker for related issues.
Steps to fix the error in Squarespace
The core of fixing this error involves ensuring your domain registrar (Squarespace, in this case) correctly lists the nameservers that are truly authoritative for your domain. If you're using Squarespace for your website hosting, you'll want to ensure their default nameservers are correctly set. If you're pointing your domain elsewhere, you'll need the nameservers from your external host.
Here's a general approach, often applicable when using Squarespace as your domain registrar and pointing to an external service, based on common support responses:
Access DNS settings: From your Squarespace Home menu, go to Settings > Domains, click on your domain name, then select Edit DNS.
Remove default records: In the Website Defaults section, hover over any existing records (e.g., A records, CNAMEs pointing to Squarespace) and delete them. This ensures there are no conflicts with your external hosting.
Add custom nameservers: Scroll to the Custom Records section. Here, you will input the nameserver records provided by your external website or email hosting provider. These are typically in the format ns1.example.com and ns2.example.com. Make sure to add all required nameservers.
Example DNS records to delete/replaceDNS
A @ 192.0.2.1
CNAME www yourdomain.com
Once entered, click Save. It's important to understand that your registrar must point to your DNS provider's nameservers. Without this, the chain of command for DNS resolution is broken, and services relying on those records, like email, will suffer.
Before fix: DNS misconfiguration
MXToolbox status: Shows "Primary Name Server Not Listed At Parent".
Squarespace settings: Domain's nameservers still point to squarespace.com while you are trying to use external DNS.
Email/website impact: Intermittent website access, emails bouncing or going to spam.
After fix: Correct DNS delegation
MXToolbox status: All green, nameservers correctly validated against parent.
Squarespace settings: Nameservers updated to point to your external DNS provider (e.g., ns1.yourhost.com).
Email/website impact: Services restored, reliable website access and email delivery.
DNS propagation and what to expect
After you've updated the nameservers in Squarespace, it's crucial to understand that these changes don't take effect instantly. This process is known as DNS propagation. When you modify DNS records, these changes need to be updated across countless DNS servers worldwide. The time it takes for these updates to become globally consistent depends on several factors, primarily the Time To Live (TTL) values set for the records.
Typically, DNS propagation can take anywhere from a few hours to 48 hours, though sometimes it can be quicker. During this period, some users might still see the old DNS information, while others see the new. This means your website or email service might experience intermittent accessibility. While waiting, you can use MXToolbox's tools, such as the Email Deliverability Tester, to monitor the propagation and verify that the error has resolved.
If the error persists beyond 48 hours, double-check your entries for typos and ensure you have included all nameservers provided by your external host. Sometimes, even a single incorrect character can prevent proper resolution. You may also need to clear your local DNS cache on your computer to see the changes sooner.
Views from the trenches
Best practices
Always verify nameservers directly with your hosting provider before entering them.
Use incognito mode in your browser when making Squarespace DNS changes to avoid caching issues.
Common pitfalls
Entering incorrect nameservers, even a single typo can break the entire chain.
Not removing Squarespace's default website records when pointing to an external site.
Expert tips
For optimal deliverability, ensure your primary name server accurately reflects your email sending infrastructure. Misalignment can lead to emails landing in spam or being rejected.
Implement DMARC with a p=quarantine or p=reject policy once your DNS is stable to protect against email spoofing and gain visibility into authentication failures.
Expert view
Expert from Email Geeks says that confirming the correct nameserver settings at the domain registrar is the most critical first step. The root cause is almost always a mismatch there.
2023-10-21 - Email Geeks
Marketer view
Marketer from Email Geeks says that they always double-check their hosting provider's documentation for the exact nameserver values. It saves a lot of headaches later.
2023-10-22 - Email Geeks
Ensuring seamless email and website operations
Resolving the "primary name server not listed at parent" error when using Squarespace, or any other registrar, is a fundamental step in ensuring your domain's reliability. This issue, while technical, is manageable with careful attention to detail and by understanding the roles of your domain registrar and DNS hosting provider.
By correctly updating your nameservers at Squarespace to reflect your chosen DNS host, you re-establish the correct chain of authority for your domain. This not only makes your website accessible but also ensures that your email services function without disruption. Accurate DNS records are essential for preventing emails from going to spam and maintaining a strong sender reputation.
Proactive DNS management and regular checks with diagnostic tools are vital for any domain owner. They help you quickly identify and rectify issues before they impact your business or communication. Mastering these foundational aspects of domain management contributes significantly to your overall online success and email deliverability.
MXToolbox can be quite concerning, especially when your domain is managed through 
Squarespace. This specific DNS error indicates a mismatch between the nameservers delegated by your domain registrar (the parent) and the nameservers actually authoritative for your domain (the child, in this case, Squarespace).
