If the client area says "An issue was encountered while retrieving the DNS records. Please contact support" on a .tz domain, you opened the generic DNS page. Your DNS records are managed in the Sakura DNS Manager instead.
Overview
The built-in DNS Management page asks the registry for your records. The .tz registry (TZNIC) only stores nameservers, not individual A, CNAME or MX records, so that page cannot work for .tz domains. SakuraHost provides a separate tool, the Sakura DNS Manager, which hosts your DNS zone.
Why it happens
- The .tz registry does not store individual DNS records.
- The generic page in the client area is shown for every domain, so it can appear even where it cannot work.
What it means
Your domain and DNS zone are fine. You only need to open the right page. DNS is included with your domain and you do not need a hosting package to use it.
How to fix it
- Sign in to the client area and open My Domains.
- Click your domain, then choose the DNS Records tab (the Sakura DNS Manager).
- Add or edit your A, CNAME, MX or TXT records there.
- Check that your domain uses our nameservers (ns-tz1 to ns-tz4.sakurahost.co.tz). If it uses other nameservers, such as Cloudflare, edit your records there instead.
- Wait a few minutes to a few hours for the change to spread. See domain not working after a DNS change if it does not work.
Still need help? Get support
Open a support ticket
A ticket is the best way to get this fixed: it keeps your details, and we reply in the ticket.
Prefer to talk? Call 0758 309 999 (fastest line). If that line is busy, call 0753 930 000 (longer wait).
Related articles
- Domain and DNS Problems: Start Here (Tanzania Troubleshooting)
- How to Change Nameservers for a .co.tz or .com Domain
- Connect a SakuraHost Domain to Netlify (A and CNAME Records)
- .tz Registrar Lock Error: Why You Cannot Lock a .co.tz Domain
- Complete Guide to DNS Records: A, CNAME, MX, TXT Explained
Frequently asked questions
Can I add A and CNAME records without hosting?
Yes. DNS records are included with your domain registration.
Which nameservers does SakuraHost use?
ns-tz1.sakurahost.co.tz, ns-tz2.sakurahost.co.tz, ns-tz3.sakurahost.co.tz and ns-tz4.sakurahost.co.tz.
Written by Jumbe Nylon, Founder & CTO, SakuraHost. Updated October 2026.