Domain Name FAQ

#1 Domain active but Nameserver down

If the domain name has no clientHold or serverHold status, but the domain website is not accessible, please check with its nameserver and hosting providers.

#2 Requirements on .DE domain registration or transfer

As per .DE Registry's policies, .DE domain registration or transfer requires contact information based in Germany.

Please provide the following information:

• Full name:
• Company: (if applicable)
• Tel number:
• Email address:
• Address:
• City:
• Province:
• Postal code:
• Country: Germany
• nameserver 1:
• nameserver 2:

Regarding .de domain's nameserver requirements:

Must use: 0-13 Authoritive nameservers. Each nameserver must be on a separate class-C network. That is, the first three octets cannot be the same. For example, 216.1.69.1 and 68.42.99.120 are valid.
Can use: IPV4 and IPV6
Cannot use: DNSSEC
Registry Check Tool: Denic NAST Tool

#3 Premium domain registration

For some domain extensions our system can't detect the premium prices instantly when you submit the domain order, so we will cancel the order, mark it as "Premium" and issue credits back to your balance, the Premium domain name can't be registered by ordinary price, thank you for your understanding!

#4 How to bulk change nameservers

Please bulk update your domain names' nameservers through your control panel by the following way:
My Account > My Products > Domain Name >  select multiple domains > Bulk Change Nameservers > .....

#5 How to restore domain in redemption period

For generic domain names like .com, .net, .org, .biz, .xyz, .top etc, if the domain name expired more than 30 days, the registries will charge redemption fee including 1-year renewal.
For ccTLDs like .fr, .es, .nl, .eu, .us, .fi, .at, .to, the domain name will enter into redemption period 2 days before the expiry date, please renew these ccTLDs 30 days before the expiry date.

#6 Domain cancelled due to restricted keyword

If the domain registration order includes restricted keyword, we would have to cancel the order, the restricted keywords are set by the registry while not our registrar, and the restricted keyword list won't be displayed to the public since it is a dynamic keyword pool based on the latest abuse reports, thank you for your understanding!

#7 Domain hold without Email notice

If your domain name is clientHold, serverHold or its nameservers are disabled without Email notice from us, then 99% your domain name is suspended by the registry directly and we don't get advanced notice as well, please allow us 1-2 days to make internal investigation and confirm with the registry for the reason and a possible solution.

#8 Can't register .CN domain name

We don't offer .CN domain services anymore due to the policy adjustment for mainland Chinese registrar.

#9 Why the old .CN domain name clientHold

According to the latest policy issued by Registry of CNNIC, .CN domain name registered with Chinese Registrar must have real-name verification, and the qualified documents must be mainland Chinese business license, mainland Chinese ID, or Hong Kong business registration certificate.

#10 Explanation about Renewal of ccTLDs

Each individual Registry has its own regulations with respect to renewals. Some do not update the expiry date for a domain except within a certain period of, at, or even subsequent to the current date, depending on their billing cycles and procedures. Because our renewals team do not finalize renewals until the new date can be confirmed at the Registry, renewals can appear as "In Progress" for some time after they have been placed.
Apologies for any concern this has caused. Please rest assured that any renewal showing as 'In Progress' will be duly processed and finalized at the earliest as Registry procedures allow.

#11 Nameserver change submitted but not take effect

Name server changes for your domain name have been submitted, and are currently pending approval.
Depending on the registry that your domain name is registered with, there may be a long delay between when you submitted the request to have your servers changed and when your records are changed. After the registry changes your records, it will take approximately 48 hours to propagate across the internet.
There may be a significant delay between when you submit the request and when the registry processes these changes. Until then the old name servers will still be handing your domain name.

#12 Whois privacy

According to the latest whois policy, the whois privacy service will be enabled automatically by the registries for all generic domain names including new gTLDs. You can just check the public whois information of your own domain name.

#13 DMCA and bulletproof

We handle abuse reports based on valid proofs, we will notify you by Email if we receive a complaint on your domain name, please ensure you would fill in valid Email address with our registrar and reply our Email notice in 24 hours.
We don't offer bulletproof domain names to be honest, we just try our best to protect our customers' domain names. And, we are ICANN Accredited Registrar, we follow ICANN and Registries' domain policies.

#14 Regarding domain prices

Registries set different costs for registrars based on registration quantity, domain usage rate, abuse rate, country/region etc. We set up domain prices based on registry's costs, currency exchange and our operation cost etc.

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