|
|
| How
do I switch service providers? |
| If
my provider does not help me, can you assist? |
| Can
I renew a domain in REDEMPTION period? |
| How
do I update my admin contact info before my transfer? |
| How
do I change my domain's information? |
| Why
did my service provider told me to contact you? |
| Can
I renew domain that is about to be deleted? |
| What
is CLIENT DELETE PROHIBITED? |
| What
is Domain Locking? |
| Can
you change my DNS (name server) settings? |
| Why
is Etuo/ERL associated with my domain? |
| |
Q:How
do I switch service providers?
|
A:If you find your ERL Registration Service Provider (RSP or
"Reseller") is not responsive or is not providing suitable
services, you may transfer your domain registration to another
Registration Service Provider. As an additional benefit, the transfer adds
another year of registration onto the domain even if the domain has
expired. It will also reset the domain's login/passwords if you have lost
access to the domain.
Once your domain is with your new Provider, they should provide you with
most of the support you need, including changing DNS/Name servers,
login/passwords, technical and customer support, etc. A list of
Etuo/ERL RSPs can be found here:
You should check that the RSP's support, services, domain management
options and language meet your needs because providers differ widely in
these matters. Absent any problems with an invalid Administrative email
address (which is used to confirm transfers) this process can be completed
in a few hours.
If a domain no longer has a working Admin Email address, the domain owner
must follow the instructions found at http://erl.etuo.com
to update this address.
If the domain owner has received a working login/password from the RSP,
they can follow the login instructions provided. These instructions allow
you to manage your domain record, by changing domain details online.
The admin contact address is the most powerful address on the domain
record. It is used to receive login/passwords sent by RSPs, and to confirm
Domain Record Transfers. For these reasons, domain owners should _always_
keep this address up to date to avoid potential inconvenience.
|
|
| Q:If
my provider does not help me, can you assist? |
A:ERL, as a wholesale domain registrar, likes to leave customer
service issues between the Registration Service Provider and the end user.
However, if you have tried repeatedly to contact your Registration Service
Provider, using all traditional means (including telephone and email), to
no avail, please follow the Email Etuo link at the bottom of this page
and use the form there to let us know of your problem. The compliance
department will normally respond to your query within 24-48 hours. The
compliance officer will not necessarily deal directly with your issue;
their first step is to try to contact the RSP to get the issue resolved.
Failing that, they can take action to remedy almost all situations. NOTE:
Please do not contact the ERL compliance officer unless you have
exhausted all other means of contacting your RSP.
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|
| Q:Can
I renew a domain in REDEMPTION period? |
A:Unfortunately, when a domain has been in expiry and not properly
renewed for at least 40 days is deleted from the Registrar's database.
After this point, the Registry will hold the domain in the
"Redemption Grace Period" for 30 days.
.COM and .NET domains will show this as Status: REDEMPTIONPERIOD
.ORG, .INFO, .BIZ and others will show this as Status: PENDING DELETE
RESTORABLE
Please note that attempts were made to contact the Email addresses on the
domain's registration record. Having current, valid contact information is
a requirement for all who register a domain name, as highlighted in the
agreements when the domain was first registered. Renewal reminders and
other important information are sent to these contacts, and having an
invalid email address or aggressive SPAM filters in place will prevent
delivery of these messages.
The Registry-imposed Redemption Grace Period lasts for 30 days, and it's
still possible to recover a domain in this state. However, it is more time
consuming and complicated than if the domain was "renewed"
normally during the first 40 days of expiration. Etuo/ERL is a
wholesale registrar and does not deal with individual domains. The
Registration Service Provider who the domain was with before it was
deleted facilitates it's recovery and you should contact them to begin
this process. If you are unable to contact your RSP, please contact our
Sales department directly at sales@ERL.org. They will determine if
your Registration Service Provider is still in business and will help you
remedy the situation.
In general the Registry will drop the domain between day 70 to 75 after
the expiration date. However, THERE IS NO METHOD TO DETERMINE EXACTLY
WHICH DAY THE DOMAIN WILL DROP. The Registry randomizes the drop process
over a 5 day period in order to provide equal opportunity for the general
public to re-register the domain.
|
|
| Q:How
do I update my admin contact info before my transfer? |
A:Managing your contact information is very important, as the
listed contacts for your domain are the only people who can make important
changes. You should keep your contact information as up-to-date as
possible.
In order to update contact information, you will need to log into
https://manage.ERL.net
with your domain management username and password. This information should
have been provided to you by your Etuo reseller at the time you
purchased your domain.
If you have lost your ERL domain management username and password,
your reseller should be able to send the information via email to the
listed admin contact for your domain.
1) Log in top
https://manage.ERL.net
using your domain name, username and password.
2) Along the top of the page that appears after a successful login, you'll
find links to change your organization, admin, billing or technical
contact. Choose the contact whose information you would like to change,
and click on the appropriate link.
3) The "Edit information" page will appear. Just change the
information in the fields as necessary. If you need to change the same
information in the other contacts (billing, etc), scroll down to the
bottom of the page where you see "also apply these changes to"
and click "yes" in the radio buttons that are beside the other
contacts.
4) After you've finished. Click "Save information"
If the listed admin contact email for your domain is no longer valid (for
example, if that person has left your company and his or her email address
no longer works), we can change the listed admin contact for you.
Assuming your listed admin contact information is correct but the email
address ONLY is incorrect, we'll accept a FAXed request with a valid photo
ID. With these, we can process an admin email contact change for you.
In cases where you will need prove you are indeed the actual Registrant
for the domain, you will have to FAX in a signed request for an admin
email change with the following info, depending on whether the Registrant
is listed as an individual, or a registered company name:
Individual:
--------------
Simply fax in a signed request to update the Admin email address, and
accompany this by a clear photocopy of any valid government issued photo
ID (passport, drivers license, etc..).
Company Name:
--------------------------
- A signed fax on company letterhead requesting the Admin email update
- Photocopy of any government (Federal/State) photo ID or drivers license
that will represent the listed names on any of the following documents as
an authorized representative of the Registrant.
- Business registration documents
or/
- Letters of incorporation
or/
- Previously filed tax remittance forms
If you need to send FAX us documents regarding a change in your Admin
contact information please FAX 416.531.2516 and put to the attention of
ERL Admin.
|
|
| Q:How
do I change my domain's information? |
A:There is a lot of information available with respect to your
domain, and you have the power to make changes to this information. You do
this by logging into
http://control.etuo.com
Before we go into how you can log in and make changes to your domain,
let's take a look at what information there is, and how it's categorized.
OWNERSHIP PROFILE
If you have one of more domains registered with ERL, you have an
ERL Profile. A profile is a way of keeping track of several domains
that are owned by the same entity. If you have several domains, you can
store them all in one profile, or you can create multiple profiles to
store multiple domains. This can be handy if you have one domain
registered for a business and one domain for your personal use, for
instance.
Your profile is comprised of a username, a password and one or more
domains which are connected to your username/password combination.
You can change your profile's password, or create a new username/password
combination so other people can make certain changes to your domain.
Additionally, this sub-user's ability to change information about your
domain can be restricted. This is a great idea if you'd like to delegate
some tasks to another person, but you don't want to give that person full
access. This can come in handy if, for instance, you'd like an employee to
handle some changes to your domain, but you don't want that employee to
transfer your domain's ownership to herself!
CONTACT INFORMATION
This is information about the person or people responsible for different
aspects of your domain. One person can be in charge of all aspects, or
several people can take on different roles. Let's look at those roles:
ORGANIZAION CONTACT
This is information about the entity that owns the domain. It can be an
individual or a company
BILLING CONTACT
This is information about the individual who is responsible for payments
with respect to the domain. It's important to keep this information
current because all communication involving payment will go to this
person. Should this information be out-of-date, it's possible that you'll
experience an interruption in service due to non-payment of a bill.
TECHNICAL CONTACT
This is the entity responsible for the technical administration of your
domain. It's a good idea to add a sub-user (usually your ISP or Web
hoster) , who can make changes to your domain's DNS records, while
reserving the right to make other changes for yourself.
MANAGE NAME SERVERS
Name servers are the computers that "point" your domain (eg.
auntietheresa.com) to an IP address (eg. 123.456.789.0). You can
"point" your domain to any IP you like, provided you have
permission from the owner of the computer connected to the IP!
RESELLER CONTACT
Your reseller is the entity who sold you your domain, usually an ISP or
Web hoster. That entity is responsible for providing you with technical
and customer support. You can choose to display or conceal information
about your reseller.
Now that we've looked at the information available surrounding your
domain, let's get into how to log in and make and changes you may require:
1) Start up a Web browser and go to
http://manage.ERL.net
2) You'll see a box where you can type in login information. Go ahead and
type in your domain name, username and password in the appropriate boxes.
Make sure you use small letters; the login information is case sensitive.
3) Once you've logged in, you'll see the domain management screen, you can
choose to manage your profile information, any of your contact information
(organization, technical, billing or admin) your reseller contact info or
your name server information.
Changing Domain Profile Information:
It's a good idea to change this information when if a person who had
access to the profile should no longer have access, or if you would like
another person to have limited access to your domains (eg you hired
someone to build your site and you'd like that person to have permission
to change name server information but not contact information).
1) Click on the Profile link. You'll have three options: Change password,
Create/Manage a Sub User or Change Ownership of a domain.
a) To change password, click on the relevant l link and type the new
password into the text boxes. You have to type it twice to confirm. Make
sure you remember wither you used large or small letters!
b) To create or manage a sub-user, click on the appropriate link. If you
haven't created a new username, type the new name and passwords in the
appropriate boxes. Then you can choose which information the new user will
be permitted to change. Click "yes" on the appropriate boxes.
c) Click on save configuration (or reset if you made a mistake).
NOTE: This screen can also be used to delete a sub-user. If you're
concerned about security it's a good idea to delete an existing sub-user
when that person should no longer have access to your domain. You can
create a new sub-user if necessary.
To change any of the contact information:
a) Click on the appropriate link
b) Edit the information in the text boxes as necessary
c) Scroll to the bottom of the page. If one person serves as all contacts,
you may want to change the corresponding information in the other contacts
by clicking on the "yes" option beside the relevant contact.
d) If there are several domains in your profile and you'd like to change
the contact information in all of them, choose "yes" beside the
"all domains" option.
e) You're finished! All you have to do is click "Save
configuration" (or cancel if you've made a mistake).
Changing Ownership of a domain:
You can change a domain's ownership to another profile. PLEASE NOTE: THIS
DOES NOT CHANGE ANY OF THE CONTACT INFORMATION! Also, this is different
from transferring a domain to another RSP or registrar. This option merely
moves your domain into another ownership profile.
To change domain to another ownership profile:
a) Click on the "Change ownership of domain" link
b) Type the new profile's name and password into the relevant fields, if
you want to move this profile to a brand new domain OR
Click on the "move to existing profile" or "move all
domains to existing profile" option, then type a domain what exists
within the new profile into the text box.
c) Click "Change owner" and you're done!
Once you've finished editing the necessary information about your domain,
you can just click on "logout" at the top of the screen. Your
domain's information will be saved and updated.
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|
| Q:Why
did my service provider told me to contact you?
|
A:Etuo/ERL is a wholesale registrar and does not deal with
individual domains. We direct all questions to the service provider.
Normally, they can be found using the "Find my Service Provider"
tool in the top right hand courner of
http://helpcenter.Etuo.com
|
|
| Q:Can
I renew domain that is about to be deleted?
|
A:Unfortunately when a domain has been in expiry and not properly
renewed for at least 40 days is deleted from the Registrar's database.
After this point the Registry will hold the domain in the "Redemption
Grace Period" for 30 days.
.COM and .NET domains will show this as Status: REDEMPTIONPERIOD .ORG,
.INFO, .BIZ and others will show this as Status: PENDING DELETE RESTORABLE
Please note that attempts were made to contact the Email addresses on the
domain's registration record. Having current, valid contact information is
a requirement for all who register a domain name, as highlighted in the
agreements when the domain was first registered. Renewal reminders and
other important information are sent to these contacts, and having an
invalid email address or aggressive SPAM filters in place will prevent
delivery of these messages.
The Registry-imposed Redemption Grace Period lasts for 30 days, and it's
still possible to recover a domain in this state. However, it is more time
consuming and complicated than if the domain was "renewed"
normally during the first 40 days of expiration. The Registration Service
Provider who the domain was with before it was deleted facilitates its
recovery, and so you should contact them to begin this process. If you are
unable to contact your RSP, please prepare a new email and contact our
Sales department directly at sales@ERL.org and they will
determine if your Registration Service Provider is still in business, and
will help you remedy the situation.
Here is a summary of the drop timeline:
- Domain expires and begins 40 day Grace period where a standard renewal
can be made
- 40 days of grace pass, Registrar deletes the domain from their database
and asks the Registry to do the same
- Registry holds domain in 30 day Redemption Grace Period
- Domain enters 5 day randomized deletion process, and redemption is no
longer possible. This is PENDINGDELETE for COM/NET, and
"PENDINGDELETE SCHEDULED FOR RELEASE" for others
In general the Registry will drop the domain between day 70 to 75 after
the expiration date, however THERE IS NO METHOD TO DETERMINE EXACTLY WHICH
DAY THE DOMAIN WILL DROP. The Registry randomizes the drop process over a
5 day period in order to provide equal opportunity for the general public
to re-register the domain.
|
|
| Q:What
is CLIENT DELETE PROHIBITED?
|
A:This status means the domain is not locked and may be transferred
at any time.
Some registrars mistakenly assume the status: clientDeleteProhibited means
that the domain is locked. We have double checked with the root registry
and this is not the case.
The fault lies with the gaining registrar and must be fixed on their side.
|
|
| Q:What
is Domain Locking?
|
A:Domain Locking is designed to prevent domains from being
transferred without the Domain Owner's express consent. It also prevents
nameserver changes.
Your Registration Service Provider (who registered the domain and
collected payment) is able to lock/unlock your domain. Please contact them
directly to make any changes.
Etuo/ERL is a wholesale registrar and does not deal with individual
domains. We direct all questions to the RSP. You can use the "find my
serivce provider" link on the top right hand side of
http://helpcenter.Etuo.com
if you are not certain who your provider is.
|
|
| Q:Can
you change my DNS (name server) settings?
|
A:Nameserver changes are done through the Manage Interface. You can
find the Manage Interface at:
https://manage.ERL.net
Enter your domain/username/password. If you do not have this info, please
contact your Registration Service Provider, who handled registration and
payment for this domain.
Select "Manage Name Servers"
Add the new nameserver in the "Adding New Name Servers" section.
Please note that only the name is required. The IP is determined
automatically.
Once the new nameservers are added and display properly, you can delete
the old nameservers by clicking on "Remove" and then "Save
Configuration"
For more info, please see:
http://helpcenter.Etuo.com/
Your Registration Service Provider is responsible for supporting their
customers. Normally, they are listed in the whois info:
http://resellers.Etuo.com/whois/index_html
Please contact them directly if you have any further questions.
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| Q:Why
is Etuo/ERL associated with my domain? |
A:Etuo/ERL is a wholesale domain Registrar. In the simplest
terms, our back-end systems are used by Internet companies (such as ISP's
or websites) to process domain transactions and offer registration to the
general public. However, we do not deal with individual domains at all.
Your Registration Service Provider (RSP) is responsible for providing
support at your request, as you are their customer. They handle almost all
issues including payment, renewal, and management of your domain.
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