Not allowed to renew domain name

ottodv said 1 year, 1 month ago:

A local non-profit association, of which I am a member, asked me to help them renew their domain name. They had stumbled onto a problem that while they received renewal notices for the domain, they could not actually log in to renew their domain.

I have had about a dozen or so back and forth e-mails with customer support, but they either don’t read the questions or avoid answering them, or just ask us to jump through hoop after hoop with no end in sight.

The basics of the problem are as follows:

Domain name: hollandbusinessclub.org

On the whois it has one person registered as Registrant, Admin and Tech contact person, even listing his e-mail address.

He is the person who received the renewal notifications, but GoDaddy does not allow him to login with his whois registered e-mail address, nor does GoDaddy allow him to request a new password.

GoDaddy claims they have another e-mail “on file” and asked us to send them a copy of his (the contact person’s) government issued ID card in order to change it. Which we did.

But they still refused to update the e-mail they have on file to the one that is listed in the whois info! This time they want a copy of a government issues business license (electronic and printed copies are not accepted). But we are not a business (we are a non-profit association) and the Estonian government does not issue physical business licenses as everything happens electronically here.

I asked them to specify exactly which document issued by the Estonian government they would like. But they don’t answer that question. Instead they sent another form which I think does not apply to us, and which includes the following text:

“that Go Daddy shall have the right, in its sole discretion, to pursue any course of action with respect to any domain name(s) registered to the registrant listed above, including, but not limited to, (1) placing any domain name(s) registered to the registrant listed above on hold [...]“

Now why would we sign something like that?

I have asked GoDaddy support if the person listed in the whois is actually the registered contact person for this domain? And if he is not, then why does his name and contact info appear on the whois information? I have asked it 5 times already, they still avoid answering this question.

Yet he either is or is not the registered contact person at GoDaddy, he cannot be both at the same time.

Time is running out for us to renew our domain, and GoDaddy is making it effectively impossible for us to renew it.

timb said 1 year, 1 month ago:

@ottodv

The nature of this issue requires account specific information and will need to be addressed further with our support team.

I can address some of your questions without needing access to the account. According to a WHOIS, the domain is registered to Holland Business Club not an individual. This would be why our team is requiring business identification.

Renewal notices are sent to the email address on file for the customer account as well as all domain contacts. This can mean that the individual you are referring to may not be the account holder.

For additional handling of this issue you will need to contact change@godaddy.com or 480-366-3334.

Tim B

ottodv said 1 year, 1 month ago:

When are my two previous replies going to be posted?
Or does GoDaddy censor comments they don’t like?

Nate D said 1 year, 1 month ago:

@ottodv – I am also able to see in the WhoIs the domain is registered to an organization (Holland Business Club).

None the less this can not be resolved in a public forum, you would need to contact support directly:
change@godaddy.com

ottodv said 1 year, 1 month ago:

> you would need to contact support directly

I as said in my opening post I have had about many e-mail exchanges with them. At the time a dozen or so, by now it’s around 30 or more I guess.

It would help if support actually read the e-mails you send them.

I note that two replies I posted yesterday to this thread have still not been posted, one wonders why? I suppose this one will get censored too, I wonder why I even bother with this company.

timb said 1 year, 1 month ago:

@ottodv

I understand that you have contacted our support team multiple times regarding this situation. As I mentioned previously and as Nate reiterated, this issue is one that our Change department will need to address with you and not our general support team.

All posts on our forum are held for moderation and I have sent you information on the process and terms of service.

If you have any other questions that we can address on the forum please feel free to post them.

Tim B

ottodv said 1 year, 1 month ago:

@timb

Regarding the 2 posts censored by GoDaddy, I did not receive any message regarding them not being posted, and thus I still have no idea why they were not posted.

I noted that in GoDaddy’s Universal Terms of Service it says:

“Go Daddy generally does not pre-screen User Content (whether posted to a website hosted by Go Daddy or posted to this Site).”

Yet every post here is pre-screened.

While I understand that any problem eventually has to be resolved by “customer support”, a discussion forum can still help. For instance I asked help in figuring out what specific document issued by the Estonian government GoDaddy would want. That post was censored and GoDaddy support never answered that question either. It’s however a question of general nature, and the fact that my specific problem eventually had to be resolved by support shouldn’t preclude me from discussing such aspects here.

I was basically left guessing what documentation would satisfy GoDaddy support.

However the good news is that after a long and tortuous road which took more than 10 days, this particular problem has been solved, the domain registration is now under my control and I have moved it elsewhere.

timb said 1 year, 1 month ago:

@ottodv

Thank you for your feedback, glad to hear the issue was resolved with our support team.

Tim B