HELP! Domain expired.

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  aliceandphanella · Member · May 2, 2017 at 10:11 am

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  Our domain has expired (renewal was through an old email address) and we desperately need to get it back. Site has gone down today. Please help us!

  The blog I need help with is: (visible only to logged in users)

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  dave2swords · Member · May 2, 2017 at 10:33 am

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  Hi
  It really would help if we knew what domain you are referring to.

  best,
  dave

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  aliceandphanella · Member · May 2, 2017 at 10:35 am

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  Thanks Dave it’s step-up-club.net

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  dave2swords · Member · May 2, 2017 at 10:43 am

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  Ok thanks!
  step-up-club.net is in the redemption period. https://en.support.wordpress.com/domains/domain-expiration/#redemption-period tells you what is involved in regaining it. In part,

  the domain name can still be renewed, but there is an $80.00 redemption fee required in addition to the normal renewal cost. (This is standard practice for domain registrars.)

  which you will have to pay before your domain can be recovered.

  I have tagged this for the good WordPress folks to look at, someone will be along shortly, please be patient

  best,
  dave

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  aliceandphanella · Member · May 2, 2017 at 10:47 am

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  Thank you so much we would definitely like to renew and pay the redemption fee. WordPress, please let us know how to go about it!

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  kokkieh · Staff · May 2, 2017 at 12:46 pm

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  Hi there,

  I’ve sent you a payment link for the redemption fee. Once we receive your payment I can email our registrar to request that they restore the domain. This usually takes a day or two.

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  aliceandphanella · Member · May 2, 2017 at 12:54 pm

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  Thanks I have paid. Please let us know when you’ve received the payment. This is so urgent as our emails are also down & we are unable to run our business so as quickly as they can do it would be amazing! THANK YOU!

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  kokkieh · Staff · May 2, 2017 at 12:55 pm

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  I’ve just finished emailing our domain registrar. I’ll let you know as soon as they restore your domain.

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  aliceandphanella · Member · May 2, 2017 at 1:05 pm

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  Thank you SO much!

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  kokkieh · Staff · May 2, 2017 at 1:28 pm

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  You’re very welcome :)

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  aliceandphanella · Member · May 3, 2017 at 12:40 pm

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  Hello, our website is still down. Is this normal? Thanks…

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  kokkieh · Staff · May 3, 2017 at 1:15 pm

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  This is normal, yes. Until our registrar restores the domain your site won’t work. This is a manual process on their end, meaning someone needs to open the email I sent yesterday and process the request, and it can take up to 48 hours to complete. Hopefully we’ll hear from them later today.

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  aliceandphanella · Member · May 3, 2017 at 1:40 pm

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  Thank you, you are very helpful! Best, Alice

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  aliceandphanella · Member · May 3, 2017 at 8:00 pm

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  Hi our site is back up again – thanks so much! How can we make sure this doesn’t happen again. I can’t see the domain in our account to set up an auto-renewal.

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  kokkieh · Staff · May 4, 2017 at 7:19 am

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  I’ve just restored the upgrades to your account as well, so you’ll now see them on your Purchases page. Click on the domain on Purchases, and click the Add Payment Method option. Once you add a card there, autorenew will be active again.

  I would suggest you change your WordPress.com account email to one that’s not connected to your domain. The problem with using your domain email is, once the domain expires, the email also stops working, which means you won’t receive our reminder emails. This also has the potential of locking you out of your account, as you won’t be able to reset the password.

  Also add help[at]wordpress.com and donotreply[at]wordpress.com to your contacts list to lessen the possibility of our reminder emails ending up in the Spam folder.

  Autorenew happens a month before the domain expires, and we send out a notice that it’s coming about a month before that. If autorenew fails, we also immediately send an email, and then regular reminders after that if you don’t renew manually. If you never received those for your domain, please double check the spam folders, and also the social and updates tabs if you’re perhaps using G Suite email/Gmail.