Can’t access domain controls
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I signed up for the WordPress.com Business plan with the included domain transfer. The domain was authorized and transferred. I changed my mind because it broke my existing site and cancelled the billing. Now I can’t manage the domain. How can I get access to the domain without signing up for the business plan? The domain in question is dentalartspractice.com.
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Hi there,
Before we can assist you with the domain subscription, I see that you filed a dispute with PayPal. Can you please contact your bank or credit card company and ask them to cancel the dispute. If you’re able to do that and they haven’t refunded the charge yet, we’ll be able to remove the chargeback fee and issue you a refund which would take 7-10 business days. However, if the chargeback has already been completed, i.e. your bank is refunding you, then you will need to pay the fee to unlock your site and disputes can take a long time, so you could possibly not receive your refund for up to 75 days. Please let me know if you’re able to cancel the dispute with your bank.
Your stats and your content are all safe. But because chargebacks are a very serious matter we lock any site with a pending chargeback until the matter is resolved. You can find more information here:
Let me know if you have any questions. Thanks!
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WordPress initiated the transaction for the domain transfer on 2020-08-05 and the domain was transferred on 2020-08-29, over 3 weeks later. The documentation[1] states the transfer may take 7 days. Do you know why it took 24 days? This is partly what led to our confusion.
Yes, I’ll look into the chargeback. In the mean time, is it possible to pay the chargeback fee and domain transfer fee to gain access to the domain by changing the nameserver records to another provider?
[1]: https://wordpress.com/support/move-domain/incoming-domain-transfer/
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WordPress initiated the transaction for the domain transfer on 2020-08-05 and the domain was transferred on 2020-08-29, over 3 weeks later. The documentation[1] states the transfer may take 7 days. Do you know why it took 24 days?
Our logs show that the transfer was initiated on August 8th and it has completed six days later on the 11th.
On August 29th, you only updated the name servers and the domain started pointing to your WordPress.com site. You could have done that on the day the domain was transferred.
Furthermore, I see that you had already contacted our support team twice regarding the cancellation of the domain transfer. On both occasions, my colleagues suggested canceling the transfer by contacting your previous registrar, not file for a chargeback.
In the meantime, is it possible to pay the chargeback fee and domain transfer fee to gain access to the domain by changing the nameserver records to another provider?
If you pay for the chargeback fee the domain will be unlocked and you’ll be able to point it elsewhere by changing its name servers.
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I paid the chargeback fee. Can you update the nameservers for dentalartspractice.com to below?
crystal.ns.cloudflare.com
gabe.ns.cloudflare.com -
Ok, now for the next step. With the chargeback dispute, you’ve canceled the domain name, meaning you no longer own it, that’s why you can’t manage it.
Once the chargeback is closed, you will receive the refund you were initially looking for.
Next, I have sent a payment request for the domain’s $18 registration fee to the email address on your account.
Once paid, please reply here to let us know, and we will recover the domain.
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Why couldn’t this have been done in one transaction? I asked previously if I could pay the chargeback and domain transfer fees and this was fstat’s reply. If the domain transfer fee needs to be paid outside the WordPress system since it’s an edge case, it should have been stated.
If you pay for the chargeback fee the domain will be unlocked and you’ll be able to point it elsewhere by changing its name servers.
Let me check my email for that payment request.
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The chargeback feed needed to be paid before we could send any payment requests.
Once paid, please reply here to let us know, and we will recover the domain.
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I paid the $18 for the domain transfer. Please let me know when the domain has been recovered.
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Hi there,
Thanks for the payment. I have restored the domain for you. Please let us know if you have any questions.
Thanks,
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I have access to the domain now. Thank you.
The dispute from the credit card company was cancelled. Can you start the process to refund the business plan hosting?
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The dispute status still reports as “under review,” it may take a few days for your credit card provider to fully finish the process and send the new report to us.
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Yes from what I can see it is still under review, so it may need more time before any further actions can be taken.
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Your credit card provider has still not reported it as resolved, it’s still reporting as under review.
I recommend contacting your credit card provider about this again.
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