A. When you
attempt to make a purchase in our system, we "authorize" funds on your
credit card. This is not a charge, but a test to see if you have the
funds available for the purchase. After the authorization returns a
result of sufficient funds, we attempt to register the domain(s). If the
domain registration fails for any reason, there will be a void that
accompanies the attempted charge. The net result is that there will be
no charge that posts to your account.
The authorizations
will still be on your credit card, however. This authorization 'looks'
like a charge, and will reduce your available credit, but will expire on
its own within a few days on most cards. Some card systems, notably
debit cards and PayPal cards (because they
both deal with your bank account) hang on to authorizations longer. You
can contact your credit provider for the specific authorization policy,
but we can confirm you were only charged once for the transaction in
question.
Q. I just found out that the auto-renewal of my domain name has
failed. Why is that?
A. The Auto-renewal of your domain
name has failed. You will need to update the payment (cardholder)
information for the auto-renewal service for your domain(s) - see
instructions below. After that, you will need to manually renew your
domain name via the Domain Manager.
Please do the following:
Log onto the
Domain Manager with your user name and password.
Click on “Renew Your Domains” and then on next screen click “Continue”
Then select “Enable Disable Auto-Renewal”
Click on the box to the left of the
domain(s) you wish to update, and click on Continue button at bottom of
page
Select “on” in the “Auto Renewal” box to
the right of your Domain(s) and click on Continue button
On the next page you will be given the
opportunity to input your payment (cardholder) information.
Q. I tried to renew my domain name and my transaction was declined.
Why?
A. There
are many reasons to return a value of Declined. There may be a typo in
your credit card number, the expiration date may be invalid, the CVV2
number may be incorrect, the address
(especially ZIP code) may not match exactly. There may also be a problem
on the credit card company's end- the credit limit has been reached, the
card has been reported stolen, etc.
If you are renewing a domain or other
service, check to ensure that the default information in the account is
accurate and up to date. The default account information is transmitted
automatically for these transactions, you
don't have to submit it with the renewal. In the Domain Manager, click
the "Update Account Information" link. You'll be able to update the
email address for your account, your default registrant & contact info,
your default nameservers and your default credit card information.
If you use our
auto-renewal service, the credit card information must also be updated
in the 'AutoRenewal' section.
You should re-check all of the credit card
data before submitting it again very carefully to rule out an error on
your part, then contact your credit card
company to resolve the status of the card.
Please attempt your transaction again, and
if it fails, contact support. Please include the username of your
account and how much you need added to your account manually. We will
charge the default credit card in the account- please make sure the
details of your billing address and credit card are accurate, and
include the CVV2 number off of your card, please.
Q. How can I get a receipt of what I have paid you for my registrations
and renewals?
A. You can obtain a copy of your credit card charges by
logging into the Domain Manager. Under Manage Your Domain, click
on 'Billing History/Receipts'.
|
Auth Only |
Items in gray are not charges. They are authorizations only.
They will not appear as charges on your statement, but may
reduce your available credit. |
|
Capture |
Items in purple are charges. They will appear on your statement
as "DOMAIN REGISTRATION". If accompanied by a "Void" (pink, see
below), treat them as an Auth Only (gray) |
|
Credit/Refund |
Items in green are refunds to your card. |
|
Fraud/Chargeback |
Items in red are fraudulent transactions. These are very serious
matters. Please contact support before doing a chargeback on any
charges you don't recognize. |
|
Void |
Items in pink have been voided out. This will reverse a capture
and negate a charge. |
|
Retrieval |
Items in orange are Retrieval Reqeusts, or a request for
information about a transaction from your credit card company.
We incur a fee when this happens and since most retrievals are
followed immediately by chargebacks, we treat them similar.
Please contact technical support if you have received one of
these and have any further questions. |
Q. What is a billing card security code or CVV2 Number and how can I
find it?
A. What is the card security code or
CVV2?
This is a security measure we require for all transactions. Since the
card security code is a number is listed on your credit card, but is not
stored anywhere, the only way to know the correct number for your credit
card is to physically have possession of the card itself. All VISA,
MasterCard and American Express cards made in America in the past 5
years or so have a security code number, while those in Europe and Asia
will be joining this program shortly** (please see bottom).
At this time it is not required to use the CVV2 code for American
Express.
How to find your card security
code:
On a Visa or MasterCard, please turn your card over and look in the
signature strip. You will find (either the entire 16-digit string of
your card number, OR just the last 4 digits), followed by a space,
followed by a 3-digit number. That 3-digit number is your card security
code. (See below).
| Visa & MasterCard: |
 |
This number is printed on your MasterCard &
Visa cards in the signature area of the back of the card. (it is
the last 3 digits after the credit card number in the
signature area of the card). IF YOU CANNOT READ YOUR CARD
SECURITY CODE, YOU WILL HAVE TO CONTACT THE ISSUING CREDITOR. |
**If
your European or Asian credit card does not have a card security code,
you may enter 000 as your card security code.
