How To Request a DNS Category Change

Legitimate Domain but Incorrectly Categorized

Sometimes, legitimate domains may be incorrectly categorized by Palo Alto Networks. If the check results show that the domain category is not appropriate, you can submit a category change request through Palo Alto URL Filtering.

Identify the Request URL Category Change Button

On the Palo Alto URL Filtering check results page, locate and click Request URL Category Change to submit a request to change the domain category.

Select the Appropriate Category

After clicking Request URL Category Change, the system will display the category change request form. Select the category that best matches the domain.

For the cirebonproperti.id example, the selected category is Real-Estate because the domain is used for property-related information.

Provide a Reason/Comment

In the Comment section, explain why the domain needs to be recategorized. Include information demonstrating that the selected category is appropriate based on the domain's purpose and usage.

Submit The Form

After reviewing all the entered information, including the selected category and comment, click Submit to submit the category change request.

Save the ticket or confirmation number provided for future reference and to monitor the request.

Processing Timeline

A category change request requires processing time because it must undergo a manual review by the Palo Alto Networks security team, including rescanning the domain and verifying the classification from a security perspective.

The process typically takes 2–7 business days and may take up to 2 weeks for complex cases.

Note: If the review results indicate that the domain belongs to a Security category (such as Malware, Command & Control, Phishing, etc.), proceed with reporting the issue to the DNS service provider and submitting a DNS Unblock request.

1. Report to the DNS Service Provider

Prepare the following information:

• Domain/IP that is experiencing the issue

• Evidence from Palo Alto URL Filtering, such as a screenshot or link

• A brief description of the issue

To report the issue, contact your DNS service provider, such as your registrar, hosting provider, or ISP, through their support ticket or contact channel. Provide the prepared information and evidence so that the service provider can understand the issue.

2. Submit the DNS Unblock Request Form

A DNS Unblock Request can be submitted if the domain is legitimate but is categorized under Security, is experiencing a false positive, or there is strong justification to request access to the domain.

Complete the required information in the form, such as:

• Domain name requested to be unblocked.

• Business justification for requesting access.

• Proof of domain legitimacy (certificate, documentation, etc.).

• Responsible contact person.

• Management approval.