site down for no reason Paid, up to date, etc...

  • 1
  • Question
  • Updated 5 years ago
  • Answered
My site is down. They said it was because I needed to "verify" my domain name, which is paid for and up to date. It's only a few weeks old. I had no idea my site was down until I was told by a customer. Yola never warned me via email that I needed to "verify" my domain and that it would be pulled down.

Now after following their directions via a chat, my site is STILL down. I am so upset. Beyond that, chat is now closed and my only way to contact them is email. Meanwhile, I have customers hitting a site that is down. I'm so confused and upset. Can anyone tell me why this is happening and what I can do to get my site back up? Yola is doing nothing for me.
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Cordelia Sipper

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Posted 5 years ago

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Laura Thomas, Social Media Coordinator

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Hi Cordelia,

We are online and accepting chats though it's possible all agents were busy when you tried reaching us.

This verification process is a new step required by ICANN and out of our control but we are doing our best to make the process go smoothly. Please take a moment to review this post that explains the process in detail. If you have followed all of those steps and are still struggling, please come back to us.
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Cordelia Sipper

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yes, I am still struggling. my site is down. I have followed all the steps.
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Cordelia Sipper

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I have chatted with several people and emails with several people. I have been told this is being looked into. This is a business site and very stressful to have down. I am going to have to discontinue my business with you if I can not get this taken care of very shortly. Please if you could check on the status for me and figure out why my site is down. This has been hours of be chatting, emailing, nothing is helping. I have copies of the chats and emails....
Please assist me in getting this taken care of today.
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Cordelia Sipper

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Ok- actually, on reading this I realize that even though I updated all my info I got an email back, but NOT the one that asks me to click and verify. I got a very different one that just basically lists all my contact info. How do I get that email with the button that I click on that is verifying it?
Cory
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Cordelia Sipper

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Also, the main issue here, where it started, is that I never got any email from anyone asking me to verify my account. Not in my junk or inbox or anywhere. My email address is accurate! So my site went off line without any knowing by me that something was needed.
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Laura Thomas, Social Media Coordinator

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HI Cordelia,

I see you are working with Brianna on a live chat now. She is confident she'll have you taken care of by the time you end your session.
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Cordelia Sipper

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Yes, Brianna took care of it. Thank Goodness!
She was awesome and I am glad that you have her.
I understand what you are going through is a new process, it was frustrating for me but also a good lesson that things can work out with patience.
I LOVE my website and I am so glad I finally got the customer support to match it.
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Brianna

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I am so glad we were able to walk through the process together, Cory. Thank you for your patience and cooperation. I am very happy that your gorgeous website is back online!