My domain expires & I paid it 3 days ago

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  • Updated 7 years ago
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I have a problem since the 25th when I pay my Domain and it still ask me to pay or it will be expired in less then 24 hrs. I have talked to 3 different support people and not one of them have sorted my Dilemma. the free phone number only works in USA great I'm about to loos my domain even though I payed it three days ago I'm really upset with this I will loose all my work on my site How about a chat support so one can talk direct to a person and get things sorted. Instead of e-mails sent back and forward without any results
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susanne larsson

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Posted 7 years ago

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Laura Thomas, Social Media Coordinator

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Hi Susanne,

In looking at your account I see you own multiple domains, can you please confirm to domain you are referring to so I can investigate further?

Also we do have toll free numbers for counties other than the US, please confirm the country you would be calling from and I'll supply you with the appropriate number if we offer it for your country.
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susanne larsson

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My Domain is flavorinlife.com
I live in Cyprus
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susanne larsson

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Hi Susanne,

Thank you for that information. You had a pending transaction which was not reflecting on your Yola account. I have successfully voided your transaction, and you will not be able to repurchase Yola Silver.

Kind regards,
Stacey
Customer Service
This was the answer I got this morning sent a reply never hear anything more I need to know whats going on coz my bank details said I have paid this .
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Laura Thomas, Social Media Coordinator

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Hi Susanne,

I checked in with Stacey and we're very sorry for that confusing message, she was trying to say she cleared the pending transaction from your account, thus insuring you would not be billed by Yola so you can now safely try your purchase again. Again, what you were seeing on your account was a pending authorization and will not be billed against so if you wish to renew your domain you need to try your purchase again. I have attached a screenshot showing the void and confirming that no funds were captured. You can confirm this with your bank.

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susanne larsson

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OK Thanks I just check with my account here and the money has not ben refunded back to my account yet ?????
I have yola silver for my flavorinlife.com and Stacey said I can't renew it in the message she sent in the morning what to do now ?
Thank you for fast info =)
Susanne
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Laura Thomas, Social Media Coordinator

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Hi Susanne,

Again, there was nothing to refund because we never charged you. I encourage you to contact your back again and when you speak to them, please ask them to verify that what they are seeing is a "pending authorization" or a "pending transaction" as indicated in the screenshot above.

Also, as I tried to explain, the "not" in Stacey's message was an unfortunate typo, she meant "now." I have verified all of this information against your account and personally with Stacey and can tell you with confidence that you have not been charged and if you wish to renew your domain you must still renew it.
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susanne larsson

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Hi Laura Thank you for all your help =)
I have purchased yolasilver for a year just paid when I refresh it's still same message I need to renewal flavorinlife.com
Can you see if the transaction went through please
Thank you Laura for your help =)
Susanne
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susanne larsson

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It's OK all done now =)
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Laura Thomas, Social Media Coordinator

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Good deal, I see you managed to redeem your domain credit via your MyYola account flavorinlife.com is now valid through 06-28-2012. Congratulations!
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Hatcheck Girl

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I to just get the following email message: Your Yola Silver subscription has been deactivated?

"Your Yola Silver account expired on 2011-06-21 and your grace period has ended. Your account has been downgraded, and we've removed advanced features from your account. This means:........
If you redeemed your custom domain credit when you subscribed to Yola Silver, your domain has also expired and will soon no longer point to your Yola website."

I checked my site and fortunately it's still working but I renewed this back in MAY! And although I continued to get renewal messages all month, I double checked it and was assured my account was fine...but is it? I am very concerned since I renewed for 2yrs.

Can someone explain this to me?
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Brianna

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Hello,
Would you mind sharing your domain with us? I would be happy to clarify this with you.
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Hatcheck Girl

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www.backyard-buddies.com thanks for checking on this, but it should be paid. Haven't checked it yet today but this is the first time I've even been online to check mail.
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Sanja, Official Rep

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Hello Hatcheck Girl,

What you have done is renewed only your domain. You have not renewed your Yola Silver subscription yet. So, this needs to be done if you wish to keep enjoying the Yola Silver features.

Can you please let me know if you are wanting to keep the Yola Silver features?
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Hatcheck Girl

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Sanja:

I paid for a renewal which was due the same time my subscription was due I got both the name and the silver package as a package back in June of last year. In April I started seeing renewal noticed about the silver package (which includes a custom domain name). I didn't renew immediately because there was a huge price increase over last years pricing. when I inquired about this via email I was told as former loyal customer I would be eligible to renew at the old price. To which I did back in May of this year. NO WHERE IN ANY OF THE CORRESPONDENCE did I read I was only renewing a domain name? It was for service which included the domain name.

I opted to renew the service for two years and even continued to get notices for which I contacted you company about asking why I was getting them when I had already renewed. I was again reassured my account was fine. So what happened????

I got a letter from customer support offering me a paltry 20% off your 99.00 silver account??? What kind of customer service is this?

I would have responded to this had I received this notice a month ago. I only discovered all this today when I tried to publish a test site I created last year.
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Jackie

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Hi Hatcheck Girl,

I am sorry that this situation has been upsetting, and I believe that there has been some confusion with regards to the renewal of your subscriptions.

The renewal of your Yola Silver account (which includes a domain credit to renew your domain), and renewing your domain are two different steps and can be processed separately. You would have received email reminders letting you know that both your Yola Silver subscription, and your domain, were due to expire. Looking at your payment it appears that you renewed your domain in error, instead of your Yola Silver subscription.

You are definitely entitled to renew your Yola Silver account at $49.95 (instead of $99.95) which is a 50% discount, and so a further 20% discount works out to your advantage.

If you could send an email to support@yola.com and mark it for my attention, we can discuss the payment that has already been made and try to work out a resolution for renewing your Yola Silver account.

Regards,
Jackie