Unresponsive reseller process

In some cases, you may not be able to reach your reseller despite trying to contact them through their email, phone or by submitting a ticket through their website. As a registrar, we carry the responsibility of making sure registrants are supported when resellers are unresponsive. We have a process to determine if your reseller is unresponsive, and we'll make sure you get the help you need.

Contacting the reseller

Ensure you've taken the steps necessary to reach your reseller before contacting Enom support.

  1. Confirm your reseller's contact information by looking up your reseller.
    Note: Even if a reseller is out of business, they may still respond to your request and be able to assist you.
  2. Reach out to your reseller through the contact information listed. Make sure to reach out through phone, email and any contact information on the reseller's website.
  3. Give your reseller an appropriate amount of time to reply. Two business days should be enough, but response times may depend on ticket queues and other factors.

Contacting Enom support

If there are any issues between you and your reseller regarding your domain name, look into the Uniform Domain-Name Dispute-Resolution Policy and have an approved dispute-resolution provider investigate your case. Enom is not a legal arbitrator and cannot assist in disputes between resellers and their customers.

If you do not have a dispute with your reseller, have attempted to contact them via phone and email and have not heard from them in over two business days, you can reach out to Enom support. When possible, reach out to Enom support using the registrant email address. Send an email to help@enom.com to begin the process. Include the following in your email:

  • Subject: "Unresponsive Reseller for [your domain]."
  • Body: Include the domain name, the dates you contacted the reseller, and a brief description of your issue (need to transfer, update DNS records, etc.). 

If the reseller has been responsive to Enom support, you will be referred to them for assistance. Otherwise, if you have attempted to reach them unsuccessfully, support will contact the reseller on your behalf. You will need to provide your name, phone number and email address for support to forward along to the reseller. 

Enom must allow the reseller adequate time for the reseller to respond, which is set to two business days as well. If support does not receive a response after two business days, we can begin assisting directly.

Important: Should your reseller respond to us at any point, Enom will no longer be able to assist, and you will need to work through your reseller. There are no exceptions to this rule. As we cannot interfere with resellers' relationships with their customers, you will need to resolve any outstanding issues with your reseller.

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Reseller is unresponsive

If support has not heard from the reseller by phone or email in the previous two business days, we can move on to the next steps in the unresponsive process. The steps will depend on whether you have access to the registrant (owner) email address or not.

If: Then: 
You have access to the registrant email address and want to transfer the domain to another registrar.
  1. Enom support will verify the registrant through email.
  2. Once verified, we will unlock the domain and send the EPP key to the registrant email address.
  3. You can use the key to transfer the domain out of the reseller's account, to your account with a registrar of your choice. The outbound transfer takes five to seven days to complete.
You have access to the registrant email address and want to keep the domain at Enom.
  1. Support will create an account at enomcentral.com using the registrant details on the domain.
  2. We will push the domain into the account and send a password reset and the login ID to the registrant email.
You do not have access to the registrant email address.
  1. Support will engage the compliance team for further investigation and verification.
  2. The compliance team will communicate with you going forward. Enom support will no longer be involved and cannot assist you further.
  3. If you are able to prove ownership of the domain, the compliance team will assign ownership.
  4. The domain will be locked from transfer for 60 days.

As a reminder, if the reseller reaches back out to us at any point, the domain will be left with them and they will need to assist you going forward.

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