If you are trying to add a domain to your UltraDNS account and the system does not allow it, or the UI instructs you to contact support, this usually means the domain already exists on the UltraDNS platform under a different account.
This can occur even if you do not currently manage the domain in UltraDNS and even if the domain was added by a previous owner, registrar, hosting provider, or reseller.
Why This Happens
UltraDNS does not allow the same domain to exist in more than one account at the same time.
If a domain has ever been onboarded to UltraDNS, it remains associated with the original account until ownership is verified and the domain is transferred.
Common scenarios include:
- Domains previously managed by another organization
- Domains provisioned through a registrar or hosting provider that uses UltraDNS
- Domains created during testing or prior service engagements.
What You Should Do Next
If you encounter this behavior when adding a domain, do not attempt to create the zone again.
The correct next step is to verify ownership so the existing zone can be transferred into your account.
UltraDNS Support will verify ownership using publicly available WHOIS data.
If you are listed as the registrant of the domain, Support can move the existing zone into your account once verification is complete.
For security reasons, UltraDNS cannot disclose which account currently owns the domain, and account details for existing zones are not shared.
Additional Notes
- If the domain’s nameservers already point to UltraDNS nameservers assigned to your account, this typically indicates that the domain is eligible for transfer once ownership is confirmed.
- If you are not listed as the registrant in WHOIS, you will need to work with the current registrant or domain owner to update ownership before the domain can be transferred.
Related Error Message
In some cases, this issue may appear as an error stating that the zone already exists in the system.
This message refers to the same condition described above and requires the same ownership verification and transfer process.