domain not renewed

  • Unknown's avatar
    lisajeskins · Member ·

    Hi, I added my new debit card but it was declined and the auto renew did not happen. My domain is now expired and my website and email are down. How do I renew this now? Or purchase it again? I can’t find out how. Thnx

    WP.com: Unknown
    Jetpack: Yes
    Correct account: Yes

    The blog I need help with is: (visible only to moderators and staff)

  • aleone89 · Staff ·

    Hello there,

    It looks like this domain is a redemption period and is subject a domain an $80 domain redemption feed, plus the $18 domain registration fee.

    Once settled, we can redeem the domain, and get both that and email back up and running. Would you like to proceed?

    Many thanks in advance.

  • Unknown's avatar
    lisajeskins · Member ·

    This seems quite expensive to me, especially for something that isn’t my fault. My card was declined but I wasn’t notified, and I still don’t know why payment couldn’t be taken, there would have been enough money to cover $18. The first I knew of a problem was my site and email being down? Can I not just pay the $18 renewal fee please?

  • staff-zinnia · Staff ·

    We do send emails out ahead of the expiration for this reason. Unfortunately, we aren’t able to waive the $80 fee because it comes from our domain partner. The domain is able to be restored for the regular price for a few days after expiration, but once it enters redemption that is out of our hands.

  • Unknown's avatar
    lisajeskins · Member ·

    Hi, I saw the credit card expiry notice with the renewal notice and changed my card details on 3rd December and there was no notification that anything was wrong. I can tell I did this on this date, because I did a password recovery action on this day and when I went to change the card last week – it was already my new card. I have had nothing from WordPress since this date. I’m very happy to pay my normal renewal rate but do not see why I should be charged an extra $80 even if it IS ‘out of your hands’. This is my business website and email I’m currently losing money and business opportunities with both of these out of action. I am a very small business, with a low income and I can see that my money concerns might be insignificant to a large enterprise such as WordPress, but as I’m sure you can understand, these concerns are very large to me. You have said that it’s now ‘in the hands of your domain partner’, yet it seems to me as though a fault in your system is responsible. No notification of failure of payment, no notification of ‘we’re about to shut your site down’, nothing where I could have rectified this issue before losing the domain, my website and my email. Can you find a way to put this matter back into your hands please? Thank you.

  • aleone89 · Staff ·

    Hey there,

    We know these kinds of incidences are frustrating when they happen, we also do our best to help and understand what went awry when they do.

    3rd December and there was no notification that anything was wrong. I can tell I did this on this date, because I did a password recovery action on this day

    I can’t see there’s been a change in password, for this account on that day.

    I can see one more recently…

    I have had nothing from WordPress since this date.

    I can see that the email address to this account has changed from a @hotmail account, to a @gmail account recently.

    The notifications have been sent to the original email address, without any bounces from what we can see.

    I’m very happy to pay my normal renewal rate but do not see why I should be charged an extra $80 even if it IS ‘out of your hands’. 

    All domain registrars across the board charge a redemption fee for when a domain expires and is standard practice. This is the cost incurred, between when a domain expires and retaining it beyond that date, before being made available again.

    yet it seems to me as though a fault in your system is responsible. No notification of failure of payment

    We can see that the notifications have been sent, and they didn’t bounce. Just to reassure you there.

    I hope this offers more insights and clarity, and we’re happy to get the ball rolling on the redemption if you wish to retain the domain.

  • Unknown's avatar
    lisajeskins · Member ·

    Soooo huge apologies for being so insistent but I honestly thought I had thoroughly checked all my email accounts, old and new for the renewal and expiry notices and couldn’t find them. Checked again after your last message and there they are. Obviously not that thorough. At all. So yes I would like to go ahead with the redemption please.

    Thanks for your never ending patience. *hangs head*

    What do I need to do?

  • staff-zinnia · Staff ·

    I’ve sent a manual payment form your way. That’s a secure form requesting your payment of $98. I have also sent a note to our domain partner to ask them to restore the domain. We typically hear back in 2-3 days and will need your payment by then in order to finalize the restoration.

  • Unknown's avatar
    lisajeskins · Member ·

    Brilliant – I’ve just paid this now. Thank you.

  • staff-doublebassd · Staff ·

    Hi there,

    The domain has been restored. Please let us know if you have any other questions.

    Thanks!

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