Domain registration warning

We’re writing this domain registration warning after a client incident last week.

We’ve been project managing a website redevelopment project for a client that was due to go live last week. The site is built, tested and ready to go. After the client gave the green light the web development company asked for access to the domain name control panel so they could make the transfer.

Unfortunately, the domain name was registered by a previous employee who didn’t keep a record of the domain name control panel log in details. The email address he registered the domain from is no longer in use and can’t be reinstated. This meant we couldn’t request a password reset from the domain name registrar.

The domain registrar does not advertise a telephone number so all support queries have to be conducted over email.

The managing director of the company emailed the domain name registrar’s support address. He explained the situation and requested access. Despite the domain name being registered to the company, the response from the registrar was that they would only deal with the named registrant.

Following another email, reiterating the situation, the registrar responded asking for the last 4 digits of the credit card used to register the domain name. As that credit card was used by the employee who has left the company, the card has been destroyed. Unable to supply this information, the registrar’s final response (at time of writing) was that the registrant will need to contact them to request the details (even though they have left the company).

We’re perplexed as to how this can happen when he doesn’t have access to the registered email address and there is no phone number to call!

Another email has been sent and the battle will recommence in the morning. Hopefully, our client will have a new website by the end of next week.

So, the moral of the story and our domain registration warning is this:

  • Be careful who you choose to register your domain with (we advise against Daily Internet – – the cheapest is not the best!
  • Check what support they provide and avoid any company that doesn’t publicise a telephone number
  • Use a generic company email address (e.g. info@ or enquiries@) when you register and keep a central record of your registration details

We have always used 123 Reg for domain registration and never had any problems.

Leave a comment