Order Process

• My transfer was successful, but why wasn't a year added to my domain?

  There are three potential reasons why a domain name may not have a year added after a transfer: Certain top-level domains (TLDs) do not add a year when they are transferred to another registrar. These domains include (but may not be limited to) .UK, .LT, and .NL. For .UK and .LT, there no cost to transfer to Dynadot as they both are pushed to us by your current registrar with no additional year added. .NL, however, can be transferred to us normally, but doesn't have a year added initially because it is limited to a maximum of 1 year of registration by the registry. The price you pay to transfer goes towards an automatic renewal that our system will complete for you closer to the expiration date of your domain. Domains that are already at or very close to their maximum registration time (this can be up to 10 years depending on the TLD), will not have a year added during a transfer as that would increase the total registration period past the maximum amount of time. You can see what the maximum registration time for a domain is by going to the domain's page and looking at how many years of pricing are listed on its "Domain Pricing" table (you can click on the domain from our TLD list); for example, .IM only lists three years of pricing because that is its maximum. The domain was renewed after it expired (during its renewal grace period) and then transferred within 45 days of the renewal. Technically, this is called an "auto-renewal". If a domain is auto-renewed and then transferred within 45 days after the renewal, then the domain will not be renewed for an additional year after the transfer. This does not make sense because it seems like your domain should get two years: one for the renewal and one more for the transfer. But this is the way the central registry works. This is not our policy and we gain nothing from only giving you one year. In fact, we have to deal with all the customers upset with this counter-intuitive policy of the central registry. Here is what ICANN has to say about this situation: "Registrants who transfer names within the 45-day Auto-Renew Grace Period should check with the registrar from which they are transferring regarding a possible refund. Even though losing registrars receive refunds of auto-renewal fees they have paid to the registry in these circumstances, not all registrars make refunds to customers. The effect of failure of the losing registrar to refund is that the registrant pays registration fees to both the losing registrar (for the auto-renew) and to the gaining registrar (for the transfer), but only receives a one-year extension of term." (Full text can be found here: http://www.icann.org/announcements/advisory-06jun02.htm) Basically, ICANN recommends contacting the old registrar for a refund if a registrant transfers a domain within the 45-day Auto-Renew Grace Period. To avoid this unpleasant situation completely, please start your domain transfers at least 2 weeks before the expiration date.

• What is your Refund Policy?

  We give refunds in the form of account credit for the following scenarios: New Domain Registrations If the domain name is less than 5 days old, you may be able to request a grace period deletion. You will be credited the domain's registration cost minus the applicable grace deletion fee stated on our grace deletion page. Domain Transfers If a domain transfer fails for any reason, we can give a refund. This also applies for failed .EU and .BE domain trades. Expired Auction Orders If an expired auction order is cancelled because the domain was renewed by the original registrant, we can provide a full refund of the payment for the expired auction order to the original payment method. Web Hosting We can cancel Email Hosting if we receive the refund request within the first 30 days of purchase. Please transfer all your files, databases, and/or scripts from your hosting before you email us for a refund because we will delete your web hosting package before we issue you a refund. Website Builder If you upgraded to a pro plan, we can cancel your plan within 30 days of purchase. Please email us to cancel any pro plans. SSL Certificates We can issue a refund within 7 days after the SSL certificate is issued. NOTE: All refund requests are handled MANUALLY. Our system will automatically issue you an account credit. You must EMAIL us at [email protected] in order to receive a refund. All refund requests must be received / processed within 60 days of the order date to be considered. Scenarios for which we cannot provide refunds: Domain Registrations If a domain has no grace hours left (typically, older than 5 days) or the TLD does not support grace deletions at all, you will not be able to have it deleted for credit. Domain Renewals In some cases we may be able to refund a domain renewal. The request would need to received by our support team within 5 days of the order completion date. If the renewal can be refunded, it will require immediate deletion of the domain name. Any such request should be emailed to [email protected] as soon as possible. Please include your acknowledgement of the domain deletion in your message to help speed up the process. Account Prepay Prepay orders are non-refundable. Requests may be considered only if none of the credit has been spent. Marketplace Domain Sales An order for a domain purchased through the Domain Marketplace cannot be cancelled/reversed unless both parties (i.e. buyer and seller) agree. User Auctions An order for a domain won through User Auction cannot be reversed/cancelled since bids, including a winning bid, cannot be cancelled. Backorders & Backorder Auctions When a backordered domain is caught by us and paid by you (either because you were the only customer to have requested the domain or because you won it through backorder auction), the domain would be automatically added to your account. Domains added from backorders cannot be grace deleted. Installment Payments Installment payments are non-refundable.

• What is the mailing address for mailing money orders?

  You can send your money order or cashier's check to: Dynadot Inc PO Box 345 San Mateo, CA 94401 US Make your money order or cashier's check payable to Dynadot Inc. NOTE: You must create an order in your Dynadot account before sending the cashier's check or money order. Please include the order ID number when you send it as well. See all our payment options.

• I got a "Credit Card Problem" email. Can I try charging my credit card again?

  Yes, you can attempt to charge your credit card up to 3 times for each order before our system will prevent you from attempting again. To try charging your credit card again, please follow these steps: Sign in to your Dynadot account. Find the "Open Orders" section listed at the top of your acocunt "Summary" page. You can also access any open orders by going to "Pending Orders" from the notifications area along the top bar. You will see a drop-down menu under the 'Payment Type' column. Use this to edit your card info, change your payment method, or cancel your order. If you are still able to charge your credit card, you will see a "Charge Card" option. Click on the "Charge Card" button to attempt to charge your credit card again. If you do not see the "Charge Card" button, then you will need to contact us to charge your card. If your credit card is being declined, you may want to check your credit card information to see if you have accidentally mistyped one of the credit card fields. Alternatively, you may want to contact your credit card company to see if there is any reason why they are denying the charges. You can also edit your payment type to choose a different credit card to charge or select another payment method to complete your order. Discover more on Dynadot: Want to earn account credit? Join our Refer-a-Friend Program. Earn $5 for every friend you refer to Dynadot. Your friends earn $5 too! Have a website? Join our Affiliate Program. Spread the word about us and start earning. Looking for domain name deals? Check out our sales. Find a domain name for a great price.

• How do I change the payment method for my order?

  If your payment has not already completed, then you should be able to change your payment method. Depending on the status of your order, there are two ways to do this. If your order is still in "Waiting for Payment" status (and is not in payment pending status), you can change your payment method within your Dynadot account by following these steps: Sign in to your Dynadot account. Find the "Open Orders" section at the top of your account "Summary" page. You can also access any open orders by going to "Pending Orders" from the notifications area along the top bar. If you are able to edit the payment method for your order, you'll see an "Edit" drop-down menu that you can use to edit your payment method. Selecting "Edit Payment" will take you to the "Payment Type" page where you can choose an alternative payment method. The same payment methods that were available to you at checkout should be available here. Depending on the currency you're paying with, your options may include account balance, credit/debit card, PayPal, Skrill, Alipay, bank wire, money order, cashier's check, personal check, eCash, bank transfer, or ApplePay. If your order is in payment pending status and there is no "Edit Payment" button available, please email us at [email protected] if you still wish to change the payment method.

• How do I set my preferred currency?

  USD is the default currency for all accounts. If you are planning to use a currency other than USD as your preferred payment method, especially if you are going to use it for your account credit to cover any automatic payments*, you will need to set it up as your preferred currency. To change your preferred currency, please follow these steps: Sign in to your Dynadot account. Select "Account Settings" from the "My Info" drop-down menu. Find the "Account Options" section. You will see "Select Your Currency" listed there. Choose the currency you want to use from the drop-down menu. Click on the "Save Options" button to save your changes. *NOTE: We offer the following automatic payments: Domain auto-renew Expired Auction auto-pay Backorder auto-pay Website Builder auto-renew Web Hosting auto-renew What currencies does Dynadot accept?

• How do I pay in Real Brasileiro (BRL)?

  To pay in BRL, select "Real Brasileiro BRL (R$)" from the drop-down at the top of our website (you will see other currency options there as well). This will change all of our pricing into BRL. To complete your payment in BRL, you will need to use eCash. After you add your item to your cart, you can select eCash as your payment method. Then, after you hit "Submit Order" on the payment page, we will provide you with a link to complete your payment. Please note that if you do not complete your payment, your status will remain in "Waiting for Payment" and your order will not be able to complete. If you are planning to use BRL as your preferred payment method, especially if you are going to use it for your account credit to cover any automatic payments, you will need to set BRL as your preferred currency in your Dynadot account.

• How do I pay in Canadian Dollars (CAD)?

  To pay in CAD, select "Canadian Dollar CAD ($)" from the drop-down at the top of our website (you will see other currency options there as well). This will change all of our pricing into CAD. To complete your payment in CAD, you will need to use PayPal. After you add your item to your cart, you can select PayPal as your payment method. Then, after you hit "Submit Order" on the payment page, we will provide you with a link to PayPal to complete your payment. Please note that if you do not complete your payment, your status will remain in "Waiting for Payment" and your order will not be able to complete. If you are planning to use CAD as your preferred payment method, especially if you are going to use it for your account credit to cover any automatic payments, you will need to set CAD as your preferred currency in your Dynadot account.

• I forgot to enter my referral code, can you help me?

  If you forget to enter your referral code, please email [email protected] right away. In the email, please include your order identification number and the referral code you were given. You can find your order ID number in the order log in your Dynadot account. Find out more about our Refer-a-Friend program and how you and a friend can get $5!

• How do I review the payment logs for past orders?

  To review payment logs for past orders, please follow these steps: Sign in to your Dynadot account. Select "Payments" from the left-side menu bar, and click "Payment Logs" on the right. Choose the currency, start and end dates, and the payment types you wish to view. Press the "View" button to view your payment logs. The payment log is a great place to keep track of your yearly spending with us, especially if you are a Bulk ($500/year spending qualification) or Super Bulk customer ($5,000/year spending qualification). We also have an order log that can be used to see a breakdown of your orders with us as well as pull a receipt or invoice.