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Support

Knowledgebase

Contents

General questions

How can I check your status as an ICANN-accredited registrar?

List of ICANN-accredited registrars is available at the following page: http://www.icann.org/en/registrars/accredited-list.html.

Technical support

How the clients technical support is provided?

For clients support we are using a ticket system which is available at https://support.domaincontext.com. It allows to assign tickets to the responsible manager and to monitor every ticket status.

We do not offer support over phone or instant messengers since this may drastically increase the support department load and lower its effectiveness. This in turn may affect our service prices.

How long does it take to process a support request?

All support requests are due within one working day. Actually, your request may be processed and answered much faster. In case our manager needs any additional information on your problem he will contact you.

Payment questions

What currency is used for payments?

All prices listed on the site and all payments for services are in US dollars.

How can I pay for your services?

Currently we accept payments via Webmoney. We are planning to enable other payment systems and will inform our clinets about the changes.

Domain registration

How do I register a domain?

First of all you must be registered as DomainContext customer. After you have registered take the following steps:

  1. Confirm your email address in the panel, if not yet confirmed.
  2. Choose «Register a domain» link.
  3. Specify a domain name you want to register.
  4. If Whois check indicates the desired domain is available, choose «Add and proceed to order processing».
  5. Click «Order» if you wan to proceed or click «Delete» if you don't wan to register this domain.
  6. If you want to register a number of domains at once, use bulk registration feature..
  7. If you are ordering .ru or .su domain you should fill in your personal details and passport number which will be then stored in the Registry. This requirement is obligatory! Entered data will then become available in «Personal details» panel section.
    In case of specifying wrong personal details you may not be able to transfer domain to another person or registrar. The domain may also be deleted if personal details cannot be verified (due to RU registry requirements). 
  8. You may hide your personal details shown in Whois service by choosing «WhoisProtect» option (if the chosen domain zone supports this function).
  9. You should specify at least 2 DNS servers in order for the domain to work properly. You may use our DNS servers and manage the domain zone in the panel (My domains » Domain management » Zone management).
  10. For your order to be completed you should have sufficient amount of money on your account.
  11. After adding funds to your account press «Pay» button in the panel to pay for your order. Also you may choose «Pay by certificate» option if you own any gift certificates.

What if the domain I want to register is already taken by another person?

Using Whois service you may retrieve information about the current domain owner and look up his conact email address. You may address the owner directly using this email and ask the owne whether the domain is for sale.

Generaly, if yor desired domain is owned by somebody else you may either come to agreement with the current owner and buy out the domain or wait until the registration period ends. If the current owner doesn't need a domain anymore it may be deleted and become available for the registration.

What is a domain renewal? How can I renew domain automatically?

Depending on a domain zone you may register a domain for 1 to 10 years period. When the registration period comes to end you may renew the domain and prolong its registration. Every domain may be prolonged automatically: in this case the required amount of money is drawn off your account and the domain is renewed automatically by our domain management system.

We send periodic email notifications about domain expiration starting 45 days prior to the registration period end.

Domain transfer

How can I transfer a domain to DomainContext from another registrar?

For transferring com, net, org, info, biz, name, mobi, asia, tel domains to DomainContext you must obtain transfer code from the current registrar. You may obtain it either in the registrar's panel (so called Auth Code or EPP code) or request it from registrar support service.

Ensure that the domain is not locked and remove protection if necessary. Whois service will show Transfer Lock или TRANSFER PROHIBITED domain status in this case. The domain can be transferred if its status is OK or ACTIVE. You may order domain transfer-in in the panel.

When domain is transferred it is also automaticaly renewed for 1 year, so please ensure you have sufficient funds on your account. For example, if domain expiration date at current registrar was in year 2011, it will become in 2012 after transfer-in.

Tarnsfer-in of com, net, org, info, biz, name, mobi, asia, tel domains usually takes about 5 or 6 days and this is common for all registrars.

DNS servers

What are DNS servers and how do I change them?

DNS servers are used for translating domain names into ip-addresses so that the proper site is opened when you type a domain name in browser. At least 2 DNS servers are required for the domain to function properly. If you are hosting your site your hosting provider must give DNS servers names to you.

Also you may use registrar's DNS servers when registering a domain name. In this case the page saying «This domain is registered» will be shown when typing domain name in browser.

How long does it take for DNS servers to change?

For .com, .net, .biz, .org, .info, .name domains DNS servers are changed within 15 minutes, and the complete change (for the web site to start working from new DNS servers all over the inernet) takes up to 24 hours.

Special requirements for .de zone DNS servers

DNS servers for .de domains must comply with the following reqirements:

  • 'expire' field value must be within 1 to 5 weeks;
  • 'refresh' field value must be within 3 to 24 hours.

If this requirement are not met the domain couldn't be delegated.

In case you use third-party DNS servers for your .de domain you should ask third-party's technical support to make the servers meet the requirements.

 

Whois service

What personal details are available in Whois domain information?

In .com, .net, .biz, .org, .info, .name zones the following personal details are available:

  1. Owner's name or organization.
  2. Owner's address, city and country.
  3. Phone and fax numbers.
  4. Email address.

You may use Whois Protect service which allows you to hide personal details from viewing. Any Whois request will show registrar's details instead of yours in this case.

How can I hide my personal details from viewing in Whois service?

For .com, .net, .org, .info, .biz, .mobi domains you may turn on Whois Protect service. In this case any Whois request shows conact details of PrivacyProtect.org service instead of your personal details.

This is how Whois output looks like with Whois Protect service turned off and on:

Whois Protect off    
Whois Protect on
Gorodetskiy Ilya
Atlanta Service Ltd.
ul. Lenina 26/78
Surgut
628400
Russian Federation
+8 916 065 7212
ilya.gorod@gmail.com
PrivacyProtect.org
P.O. Box 97
All Postal Mails Rejected
visit PrivacyProtect.org
Moergestel
5066 ZH
NL
+45 36946676
contact@privacyprotect.org

 

What is a Whois service?

Whois service allows to fetch an information about a domain owner along with other technical information. like dates of creation and expiry, names of DNS servers, current domain status etc.

Every domain zone provides its own Whois information format. For example, Whois for .de domains does not show domain registration date, and .dj zone does not provide Whois information at all.

Security questions

How can I retrieve forgotten password?

In case you forgot your password you may obtain it using the password retrieval function. Specify your email which you are using for logging in and you will be mailed with the link for password reset.

How can I change my primary email used for logging into panel?

You may change you primary email under Settings — Email notifications.

  • Add another notifications email address..
  • You will get a mail to this address containing a link. Follow the link in order to confirm the new address.
  • After adding new email into list use "Make primary" button.
  • Now you can log on using your new email address.

How my confidential information used in domain operations is protected?

We are very serious about security. Clients' panel always works using https protocol, which provides strong data encryption. This ensures that noone can view any information transferred between you and the panel. Thus the information about any of your domain operations and domain names you are checking is kept private and not available for the third party to obtain.

Encryptes connection may be recognized by https:// prefix in browser's address bar. This prefix should be on every page URL inside the panel.

Also, under the «Actions history» menu you may find a log of all actions held under your account. This log contains every action along with a timestamp and ip-address. You may check this log for any unauthorised actions which may be held under your login.

If you suspect that any third party uses your login for an unauthorized access (for example. the actions log shows suspicious ip-addresses and actions which were not held by you), you are suggested to change your password immediately!

SSL certificates

What is an SSL and how does it protect information?

SSL, or Secure Sockets Layer, is an encryption protocol providing secure online data transfer. While using SSL a secured connection between client and server is maintained. SSL was initially developed by Netscape Communications, and currently is accepted by IETF as an official standard. 

SSL uses open key encryption to confirm validity of transmitter and receiver, and supports secure data transfer by using correcting codes and safe hash-functions.
 
SSL has two levels. In the bottom of multilevel transport protocol (i.e. TCP) there is a recording protocol which is used for encapsulation of various higher-level protocols. For each encapsulated protocol SSL maintains such conditions where client and server can confirm their validity to each other, process encryption algorithms, and exchange encryption keys before application protocol starts to transmit and receive data. 

To access the pages secured by SSL HTTPS protocol (port 443) is used instead of common HTTP, and the 'https://' URL prefix assuers that there is an SSL-certificate used on the website. To gain SSL advantages there should be an SSL-certificate installed on the server side.