Chat Started: Tuesday, June 19, 2018, 14:25:39 (+1000)

Chat Origin: Netregistry Chat

Agent Francis

( 24s ) Francis: Hello. How can I assist you today?
( 52s ) Visitor: I tried support before with an issue updating names server for domain name <removed privacy>
( 1m 12s ) Visitor: I was told there was an issue, so I went back to our IT and they advised there shouldnt be as as names servers provided have been correctly added.
( 1m 17s ) Francis: hello Christopher!
( 1m 36s ) Visitor: Support Code: <removed privacy>
( 1m 46s ) Visitor: Domain: <removed privacy>
( 1m 47s ) Francis: so, what are you trying to do today?
( 1m 58s ) Visitor: Well trying to update the names servers to the above domain.
( 2m 3s ) Visitor: We get this error "Please correct the following error(s):

An unknown error has occurred."
( 2m 27s ) Visitor: Support said that the names servers wern't resolving but, they are and confirmed by our web IT that it was setup ages ago.
( 2m 31s ) Francis: may I have the name servers that you are trying to use?
( 2m 36s ) Visitor: <removed privacy>
( 2m 40s ) Visitor: and <removed privacy>
( 3m 1s ) Visitor: (they said they updated <removed privacy> today, to another IP) but even if it resolves the old IP it will still work they said.
( 3m 14s ) Francis: there is a Pending Validation Requests
( 3m 20s ) Francis: sent to the registrant email.
( 3m 29s ) Francis: was sent today. were you able to receive it?
( 3m 47s ) Visitor: Checking now..
( 4m 6s ) Visitor: Only can see an invoice.
( 4m 43s ) Francis: The ICANN WHOIS Data Reminder Policy (WDRP) requires registrars to send WDRP notices to domain name registrants once a year. ICANN does not send WDRP notices. Some registrars or resellers might send WDRP notices from an "icann@" email address, but this does not mean that they come from ICANN. You should review all WDRP notices carefully and update your contact information if necessary.
( 4m 55s ) Francis: this is copied from https://www.icann.org/resources/pages/faqs-f0-2012-02-25-en
( 5m 19s ) Francis: an email is sent yearly to registrants to verify if the registrant email is still active.
( 5m 33s ) Francis: I just had this resent.
( 5m 48s ) Visitor: right.. ill wait
( 6m 5s ) Francis: once you receive it, just click the link on it.
( 6m 24s ) Francis: and you should be able to update the name servers in 1-2hours (after you verify it)
( 6m 50s ) Visitor: no email yet?
( 6m 59s ) Visitor: <removed privacy> ?
( 7m 27s ) Francis: yes that is the email.
( 8m 1s ) Visitor: nothing yet, what email address did it come from
( 8m 2s ) Francis: then we wait for the email. might take 24hours.
( 8m 5s ) Visitor: I'll try and locate the old one.
( 8m 53s ) Francis: Is there anything else that I can assist you?
( 8m 58s ) Visitor: ...
( 9m 1s ) Visitor: this isnt a solution.
( 9m 11s ) Francis: well, that is being sent by the registry
( 9m 12s ) Visitor: I just searched entire gmail for all icann wording of emails.
( 9m 16s ) Francis: and we do not have power over it
( 9m 18s ) Visitor: Nothing in the last 12 month.
( 9m 29s ) Visitor: Plenty of other stuff, like domain registration confirmations and pre-auth notices for payments.
( 9m 42s ) Francis: usually, if you do not validate the email
( 9m 44s ) Francis: this happens.
( 10m 4s ) Visitor: But, the original validation of the email isn't even here?
( 10m 11s ) Francis: the validation is not from us
( 10m 14s ) Francis: it is from the registry
( 10m 34s ) Visitor: There is a serious problem if you think that this fix is to wait up to 24hrs for an email to clear the usage of a domain.
( 11m 5s ) Visitor: Searched, icann with only 1 email from another domain provider which is fine.
( 11m 7s ) Francis: we just follow the rules set out by the registry
( 11m 15s ) Francis: on your account, there is a Pending Validation Requests
( 11m 27s ) Francis: unless you validate the email, no changes can be done.
( 11m 30s ) Visitor: So lets work out a phone number so we can call
( 11m 33s ) Visitor: and get this going quicker.
( 12m 0s ) Francis: you will just be given the same info: 1300 638 734 Netregistry Phone support.
( 12m 14s ) Visitor: I mean..
( 12m 20s ) Visitor: for the people who are sending this email.
( 13m 7s ) Visitor: I feel like in the 21st century we shouldn't need to wait for an email to take 24 hours or not be able to get on the phone with somebody in relation to a domain name.
( 13m 8s ) Francis: I agree.
( 13m 22s ) Francis: but they are the ones who created this validation rule.
( 13m 29s ) Francis: that is sent to all registrants yearly.
( 13m 36s ) Visitor: Ok, can we
( 13m 43s ) Visitor: unregister the domain i registered an hour ago
( 13m 51s ) Visitor: I'll take this elsewhere taking too long here.
( 14m 14s ) Visitor: I would presume we cannot, but if we can that'll be helpful.
( 14m 31s ) Visitor: As this isnt normally an issue, I get that its clearly and issue with this account we have with netregistry right now.
( 14m 51s ) Visitor: Which is a limitation by not you but the registry etc etc
( 14m 58s ) Visitor: But If i have a new account I would imagine this wouldnt be an issue.
( 15m 7s ) Francis: actually even if you transfer the domain, it will just be the same whoever is your registrar.
( 15m 12s ) Visitor: or can we just move this domain to "another" netregistry account.
( 15m 12s ) Francis: yes you can cancel the domain registration
( 15m 13s ) Francis: https://support.netregistry.com.au/articles/nr/How-to-cancel-a-domain-name
( 15m 23s ) Francis: Once a domain registration has been cancelled, the domain will be available for registration again after 24 to 72 hours.
( 15m 36s ) Visitor: Obviously if i make a new account that'll be validated?
( 15m 48s ) Visitor: Yeah unregistration wont solve this.
( 16m 21s ) Visitor: My big issue here is time, we need these emails up asap not so much hosting or whatever but the MX's need to be going.
( 16m 45s ) Francis: then we wait till you receive the validation request, and validate it.
( 17m 10s ) Visitor: I don't think you clearly understand what I'm saying.
( 17m 33s ) Visitor: Alright give me a second.
( 18m 4s ) Francis: I understand what this domain is going through
( 18m 17s ) Francis: this is not the first time I took a chat/call that has a validation issue.
( 18m 28s ) Visitor: Ok.
( 18m 31s ) Visitor: It says "I received a WDRP notice, but my information is correct. Is any action required on my part to ensure my domain registration is not affected?"
( 18m 45s ) Visitor: And the answer is "No"
( 18m 58s ) Francis: the validation email needs to be confirmed.
( 19m 4s ) Visitor: So, if this is the case I received a WDRP notice and it says I need to do nothing.
( 19m 12s ) Visitor: Then the information you're providing is incorect
( 19m 26s ) Visitor: You can see the conflict in information here now too?
( 19m 47s ) Francis: so what would you like to happen now? skip the validation?
( 19m 59s ) Visitor: I'm not saying that I understand there is a process.
( 20m 12s ) Visitor: I'm just confused as hell as to why an email to validate can be pushed almost in real time.
( 20m 42s ) Visitor: Followed by how I'm been told I need to validate an email (from a new process, added recently by icann policy registrar) but they themselves advised we need to take no action to validate.
( 21m 55s ) Visitor: Not trying to make your day difficult, but mine is now difficult because as in the past it has not been an issue to process a domain registration, setup back end and get it live within 30 mins sometimes an hour due to complexity requirements the client requires.
( 22m 54s ) Visitor: It also doesn't make any sense because it allowed me to register a new domain name without this added validation happening, which shouln't be permitted you would think if we cant complete the setup of the domain by changing names servers.
( 23m 0s ) Francis: have you checked your spam or trash folders?
( 23m 27s ) Visitor: Yes, first. We searched icann, wdpr, netregistry, validation, verify
( 23m 47s ) Visitor: and couldnt get anything for our netregistry account plenty for our other domain providers.
( 24m 20s ) Francis: just give it few hours then.
( 24m 59s ) Visitor: Alright I'll give it a few hours, I can only imagine I'll be back here at 6pm EST re-mentioning everything I've mentioned here.
( 25m 10s ) Francis: a copy of this chat will be sent to your email
( 25m 15s ) Visitor: Which, of course is more time wasting which is what you support people are really good at.
( 25m 19s ) Visitor: Yes yes, I know.
( 25m 31s ) Visitor: Thanks anyway for your help.
( 25m 34s ) Francis: Thank you again for contacting support. Have a great day!

Kind regards,

The Netregistry Team