Fatal problem with buying a domain name from Yola

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  • Updated 6 years ago
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People help!
I've bought domain name from Yola, during trancsaction was some error in Yola system - so now Whois service says: i'm the domain registrant but i do not see it in Yola menu. The Yola support did not answer me, i sent my request two days ago. What should i do?
Photo of rezembombel


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Posted 6 years ago

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Photo of samphillips


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Would you mind posting your domain name, for us to help
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Monique, VP of Customer Support

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Hi rezembombel

I looked up your support history on our system. I am always alarmed when someone says that support did not answer, but I almost never find that to be the case when I review the customer history. The most likely cause then is that the email was blocked by your spam filters. The support request you sent 2 days ago was answered by Brianna.

With regard to the problem with your domain - we sincerely apologize for this. What happened is the following:

Tucows, our domain registration partner, released a change on their end that resulted in the registration process running extremely slowly. So slowly that it exceeded the time out limit of 30 seconds on our end. As a consequence the domain was registered on their side but not ours. We are working with them to get these domains released so that customers can retry their purchase. You will not be charged for the failed registration. We are also taking steps to ensure that this does not happen again. However, due to the high volumes correcting this is taking some time.

As Brianna mentioned in her response to you, we will let you know as soon as we have an update. We are terribly sorry about this, and although the root cause was out of our control, we take full responsibility for doing whatever it takes to resolve this for the affected customers.