Domain help

  • Unknown's avatar
    marysarahphotography · Member ·

    My domain name expired and wordpress has told me it is in the redemption period and all I need is for them to send me a link to pay $80 to redeem my domain. This was OVER A MONTH AGO. I have emailed TEN TIMES asking for the link and no one has responded. My website has been down for over a month now and it is costing me thousands of dollars and has caused substantial damage to my business. Please send me the redemption link.

    Site: https://marysarahphotography.wordpress.com.
    WP.com: Yes
    Correct account: Yes

  • Unknown's avatar
    ejrhythm · Member ·

    Hello there,

    It sounds like you should contact support.
    I’ve put the modlook tag on this post which may help forum staff see this and respond.

    #modlook

  • deancroyal · Staff ·

    Hi @marysarahphotography – Perhaps there is a problem with your email. We have replied to you in each of the instances you have reached out to us, but we get no replies back.

    Are you checking the email listed under your account ownership email address here? https://wordpress.com/me/account

    If you are, please be sure to check the spam folder for that account, as well as the Social and Promotions tabs/folders if you use those.

    We sent the payment request to you by email 35 days ago. We can resend if you are unable to find the original. Let us know as soon as you can please.

  • Unknown's avatar
    marysarahphotography · Member ·

    Yes please resend the payment request to redeem the domain marysarahphotography.com to my (email visible only to moderators and staff) address. I recently changed the email on file to this account. The old email that was on file no longer exists so I am unable to view the link. Please send the payment request ASAP to (email visible only to moderators and staff)

    What still upsets me is why no one communicated with me that the link had been sent and you were not hearing back. Originally WordPress communicated with me via my (email visible only to moderators and staff) email account. Since that is where communication started, and where I had been emailing from, it is where I assumed to receive an email response from. I could see that all of my emails requesting the redemption link were being opened and yet I never received a response. I also attempted a live chat over 10 times with no one telling me the link had been sent already and perhaps there was an issue with my email. Instead I was just routinely ignored.

    After one or two requests I should have been notified through the chat or the email I had been originally communicating with that an email had been sent and it appeared as if for whatever reason I was not opening it. Had there been any communication whatsoever this issue could have been resolved weeks ago and my business would have been so badly damaged. Now dropcatch is telling me my domain has dropped and been caught by them so I am afraid it is too late to redeem the domain.

    Mary Sarah

  • staff-doublebassd · Staff ·

    Hi Mary,

    I definitely understand your frustration here. Looking at our email records, it does seem that we in fact reached out to you on a few occasions regarding sending the link and not hearing back:

    Hi there,

    It seems you may have missed our earlier message as you sent us a new email instead of replying here.

    Our records show that marysarahphotography.com expired on 2021-05-27.

    Domain expiration is a lengthy and complicated process that takes about 80 days. During this time, your domain may be put up for auction or sold on back-order. You can learn more about domain expiration here: https://wordpress.com/support/domains/domain-expiration/

    We may still be able to recover your domain if it has not yet been deleted or purchased by someone else.

    A late renewal fee of $80 will be added to the regular price of renewal. This fee is charged by the domain registry and is not one that we can waive.

    Please click the following link to pay for the renewal:

    [redacted for privacy]

    Please reply to this email once you’ve completed the payment so we can proceed with the redemption process.

    WordPress.com – Automattic

    It appears you updated your email 3 days ago. You mentioned that we were originally communicating with you via your gmail photography email. From what I am seeing, that is not the email we were using to contact you. The previous email on your account was an .edu email. Maybe that was the reason you were not receiving our correspondence if you no longer had access to that particular email? When were you no longer able to access this .edu email address?

    I also attempted a live chat over 10 times with no one telling me the link had been sent already and perhaps there was an issue with my email. Instead I was just routinely ignored.

    I only see you reaching out to us via live chat twice, one of those being three days ago when you updated your email, and the other being the initial chat on 7/12. Did you happen to reach out to us under a different WordPress.com account?

    I did check on your domain and it is indeed no longer in redemption but rather with Drop Catch. Unfortunately, they may be squatters who have purchased the domain and will either auction off the domain or charge an unreasonable amount for you to get it back from them. But, it is worth reaching out and seeing how much they are selling it for.

    Otherwise, the biggest hope now is that they will drop the domain next year.

    I would suggest purchasing a different domain assuming you’re not willing to pay the auction price.

    Hope that helps. Let us know if you have any questions.

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