Own domain name not showing, next to other premium package feature

Technical Details

Forum version : #phpBB3
Position : Founder
Concerned browser(s) : Safari
Screenshot of problem : https://i.servimg.com/u/f19/17/47/96/98/scherm10.png
Who the problem concerns : All members
When the problem appeared : today, before and after upgrade package
Forum link : http://beadthrilled.actieforum.com

Description of problem

We've got our own domain name beadthrilled.com since 2011. It's been already some time that it didn't show, but even with the package upgrade (though already we paid substantially for picture hosting over the past years) this problem still isn't fixed.

http://beadthrilled.actieforum.com -> http://www.beadthrilled.com

Additionally when we upgraded we purchased the necessary credits but after the upgrade there's a balance -4.
Also we already had paid for disabling ads and copyrights. The credits we didn't use have not fully been credited.

Could you please look into these issues? Many thanks!

So the issue is that when you use the original link, it is not changing into the domain name link?  Both links work for me.

I think their problem is the free link wont re direct to the custom name like it should.

Did you buy the domain name through us or an external provider?

External, but it worked alright for 7 years.

You have a package with us, is that correct?

Havr you made any changes to your cname at all?

If you did purchase a package, did you do it monthly or annually?

Hello @Orbis Globvli

You had a free package on your forum. This one is not compatible with the use of an external domain name, that is why you had a redirection to the forum's original address.

You purchased a premium package on June 19, 2018, for one year. Since that date, your CNAME is functional again, and you no longer have a redirection to the basic URL.

This behavior is normal.