Was rerouted to a Happiness Engineer, but have not heard back from anyone for over a week
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Hi!
Our account is experiencing a huge issue with being able to transfer our domain out of WordPress.com to Namecheap.
We discussed the issue with an expert already, Darcie, that concluded there was some sort of an error she could not resolve because we figured out our dashboard is not even showing us the domain despite it still being tied to the account and paying the $80 redemption fee.
The blog I need help with is: (visible only to logged in users)
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Hi there,
Understandably, this is a frustrating situation to be in. I tagged this thread for the moderators, they should respond shortly. I recommend reaching out to the Happiness team via Live Chat in order to contact them directly. They keep logs on every conversation and should be able to pick up where you left off with Darcie. Contact them here https://wordpress.com/help/contact Note: you will need at least a Personal plan to use the Live Chat feature.
It is possible that your domain has been in the redemption cycle for too long and is no longer recoverable, though I do not know this for certain. If that is the reason, then Darcie and the Happiness team cannot transfer a domain that they no longer have ownership over. If they do not recover your domain, they can refund your $80 redemption fee.
This process takes a few days so keep checking back in with them, but also allow the process to complete.
Hope this helps!
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Thank you for tagging this thread.
We actually had the live chat feature available last week, which is how we got into contact with Darcie who told us our issue would be taken care of by Happiness Engineer.
But now even that option is unavailable. Once someone can hopefully help us, they will see that our redemption has not expired.
Hope to hear back from someone soon!
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Howdy –
I’ll be happy help and sort this out. Please confirm which domain you are working on.
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Thanks for confirming :)
The domain isn’t eligible to be transferred away from WordPress.com until it is 60 days old. presspasslatino.com was registered on September 6th 2017.
For now, you will be able to point the domain to a different host by editing the name servers on the domain. Do you want to point the name servers to Namecheap? Here are the instructions to edit the name servers on your domain: https://en.support.wordpress.com/move-domain/change-name-servers/
I hope this helps clarify things. Let me know if you have any other questions or trouble.
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Since I see my name mentioned and can confirm I routed this to you about ten days ago while training was ongoing, and advised there would be a delay in reply. The issue is that the domain is not in the account to manage. They’re under the understanding that they just recovered the domain from redemption. There’s a purchase of domain mapping along with the registration on September 6th in billing, but the domain doesn’t appear to manage in order to change name servers.
The Live Chat feature used was Expert support, not the actual Live Chat option. :)
Hope that clears more things up on why they’re writing in here again!
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Hi @presspasslatino, actually, the date doesn’t seem to be the problem, but I do see one issue. There’s an invoice out for your 2017 renewal fee. Do you still have that link and can you take care of it?
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Also, you mentioned paying an $80 redemption fee. I don’t see that on this account. Did you make arrangements to pay through a different account, and if so I can get that username?
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And as one more thought: because there are so many tickets and threads open on this, it’s been pretty tricky to untangle. Please do not open new tickets or threads; let’s focus our efforts here so we can solve this for you. Thank you!
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Hi!
Thanks a bunch for your responses. We found the email with the domain expiration link. We logged into our account today and the dashboard actually displayed the domain!
So we’re assuming everything somehow went through! However, when we requested the domain transfer code last night (we did not choose to update the settings yet), we did not receive an email.
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Is it still in the 60-day period? If so, should the dashboard be giving us the option to transfer it out now?
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Also, staff-zinnia mentioned that the last purchase for the domain was just on September 6, 2017. We’ve been dealing with this issue for over a month now…so, does this also mean the system renewed our domain before but we just couldn’t see that? (The domain was originally registered 2014-04-22)
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@presspasslatino you are not in the clear yet. We do not have any recent payments for the domain.
If you do have a payment but somehow under some other account, please respond to the private email with the transaction ID so we can find it, so the domain won’t be lost again.
Otherwise, my guess is that someone restored it to buy you time and avoid domain redemption, which would have cost much more. You have a payment link, so please take care of it there. :)
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Well, that is very nice of whoever. Thank you! We just responded to the domain expiration email!
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@presspasslatino thank you; we don’t see a payment in there still, so we’ve responded with a request for more details. I’ll close this thread; please keep further replies within that other email thread so we’ll be able to untangle this for you. Thanks!
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