F.A.Q

Domain Names Support FAQ's

Q. Where can I manage changes to my Domain?

A. For any Domain Name where Distribute.IT is the Registrar, the Domain Name can be managed on the home page : http://www.distributeit.com.au You should also be able to manage the Domain Name via your reseller.

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Q. What do I do if I have lost my Domain Management login details?

A. On our home page under the Domain Management Login there is a 'forgot your login details?' link on that will get the Domain management login info sent to the listed contact for the Domain.

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Q. What do I do if my Contact Email address is wrong and I don't have my login details?

A. Either contact your reseller for assistance or download the 'Change of Contact Details From' from our Downloads page.

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Q. How do I transfer ownership of my .au Domain Name?

A. There is a formal process involved with changing ownership of an AU Domain Name. The process and costs are outlined in our 'Transfer of Registrant (.au domain) Form' from our Downloads page.

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Q. How do I transfer ownership of my Domain Name (other than .au domains)?

A. For all top level Domains such as .com, .net etc including .nz, to change the ownership simply login to manage the domain Name using the Domain Management Login panel on the home page, and change the owner contact to the new owner.

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Q. How do I update my Domain Name to point to a new Web Host?

A. Login using the Domain Management Login panel on the home page. Once logged in click on 'Manage Nameservers'. The new host details can be entered here.

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Q. What are the Eligibility rules for .au Domain ownership?

A. Each AU extension has its own unique eligibilty rules. Please see the 'Domain Name Eligibility and Allocation Policy Rules for the Open 2LDs' at the .auDA website for complete details.

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Q. What are the Eligibility rules for .uk, .nz and other top level domains, such as .com?

A. These extensions are open to anyone so all that is required to own them is valid contact details, including email address, name and valid postal address.

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Q. How can I create private nameservers? (was How do I manage Nameservers based on my Domain?)

A. Login to manage your domain using the Domain Management Login panel on the home page. Click on your Domain to bring up the menu. On this page there is alink on the top right corner of the web page to 'Manage Nameservers based on this Domain".

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Q. What do I do if my Domain Name is in Redemption?

A. Top level Domains such as .com, .net etc pass through 3 phases of expiry.

The first phase is the 'Expired' phase, which goes for around 30 days. During this phase the Domain Name can still be renewed as usual.

After this period the Domain enters a phase called 'Redemption'. During the redemption period a domain Name can still be redeemed, but the Registry imposes a $150 charge to redeem, plus the normal 1 year renewal cost. Redemption lasts for around 30 days and once complete the domain goes in 'Pending Delete'.

'Pending Delete' lasts approximately 7 days before it falls from the Registry. During 'Redemption' please contact your reseller or Distribute.IT to redeem the domain.

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Q. How do I transfer my Domain to Distribute.IT?

A. Contact you reseller and they will assist in processing the transfer. In all cases you will need the Domain Password (Auth Info). Once a transfer is submitted an email will go out to the current contact for the Domain requesting approval. Once approved the domain will transfer to us.

For AU Domains the process takes 2 days and if the Domain Name expires within 90 days of the transfer a renewal will process with the transfer.

For top level Domains such as .com, .net etc, a 1 year renewal will be processed with the transfer and the transfer takes 5 days to complete.

For .nz Domains the process only takes a few minutes to complete and not renewal is processed with the transfer.

For .uk Domains they have attached to them what is known as an IPS Tag. This Tag links the Domain to the Registrar. When transferring to Distribute.IT you need to contact the current Registrar and get them to change the IPS Tag to 'TUCOWS-CA'.

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Q. How do I transfer my Domain away from Distribute.IT?

A. For Domian Names being transferred to other Registrars from Distribute.IT, contact the new Registrar and process the transfer with them. The losing Registrar has not part in the transfer away process.

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Q. Can I transfer from one reseller to another?

A. The reseller to reseller transfer process is the same as if transferring from another Registrar. Contact your reseller and they will assist with this transfer process.

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Q. How do I retrieve my Domain Password (Auth Info) for transfers to Distribute.IT?

A. For all Domain Names other than .au contact your current Registrar to retrieve the Domain Password (Auth Info). For .au you can retrieve the Password from the current Registrar or via the following on line tool: http://admin.auda.org.au/password_recovery/blank_recover_password.faces.

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Q. How do I retrieve my Domain Password (Auth Info) for transfers from Distribute.IT?

A. Login to manage your domain using the Domain Management Login panel on the home page. Click on the Domain Name, then click 'Manage Passwords'. The Domain Password for transfer can be found near the top of this page .

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Q. What happens if my Domain expires during the transfer process?

A. If a Domain Name expires during a transfer, the Domain Name will remain 'in stasis', the Registry status of 'Pending Transfer' is an 'in stasis' status, even if the domain expires before the end of the process.

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Q. Can I transfer an expired Domain?

A. Expired Domain Names can be transferred as normal. Some Registrars lock Domain Names from transfer after expiry, but this is Registrar policy, not industry policy. They are required to unlock the Domain upon request.

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Q. Do I lose any time on my expiry date when transferring?

A. No time is lost from the current expiry date with a transfer. If a renewal is processed with the transfer the period is added to the current expiry date.

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Q. Does a transfer affect my DNS or Hosting settings?

A. A transfer does not affect the operation of your Domain Name in anyway, the DNS settings attached to the Domain before transfer will carry across to the new Registrar.

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Q. How long does it take for a transfer to complete?

A. For AU Domains the process takes 2 days and if the Domain Name expires within 90 days of the transfer, a renewal will process with the transfer.

For top level Domains, such as .com, .net etc, a 1 year renewal will be processed with the transfer and the transfer takes 5 days to complete.

For .nz Domains the process only takes a few minutes to complete and no renewal is processed with the transfer.

For .uk Domains they have attached to them what is known as an IPS Tag. This Tag links the Domain to the REgistrar. When transferring to Distribute.IT you need to contact the current Registrar and get them to change the IPS Tag to 'TUCOWS-CA'.

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Q. Can I reverse a renewal that was accidently processed?

A. Most Registries will NOT allow a renewal reversal once the sale form is processed. The only exceptions are:

• .au: The .au Registry allows a 72 hour cooling off period with renewals, so any time up to 72 hours the renewal can be reversed and refunded. To action please contact your reseller or Distribute.IT.
• .nz: The .nz Registry allows up to a 5 day cooling off period for renewal refunds. For .nz though please note — to reverse a renewal the Domain Name has to be deleted as part of the process.

To action please contact your reseller or Distribute.IT.

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Q. I no longer want to deal with my reseller — what can I do?

A. Contact Distribute.IT and we will refer you to another reseller in you areA. Alternatively you could contact a new Registrar and arrange for the domain Name to be transferred.

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Q. What happens if my reseller goes bankrupt?

A. Contact Distribute.IT and we will refer you to another reseller in your areA. Alternatively you could contact a new Registrar and arrange for the domain Name to be transferred.

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Q. Who owns my domain?

A. To check the Ownership of a Domain, please check the 'Registrant settings' in the WHOIS search.

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Q. What details do I put on my contacts? I'm concerned about privacy, is this information publicy available? Do you offer a privacy service?

A. Most WHOIS services are run by the Registries, so we are not able to hide registration details. By default Distribute.IT only displays the minimum required data for a WHOIS search, but we don't currently offer a full WHOIS privacy service. Contact details for a Domain Name should in all cases be valid, as the governing bodies reserve the right to cancel Domain Names for invalid data

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Q. What is a nameserver?

A. A Nameserver is a server setting that maps your Domain Name to the server of your Host that provides the web site and email at your Domain Name.

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Q. I want to make a complaint.

A. Any complaints about Distribute.IT or complaints about resellers handling of Domain Names, please read our Complaints handling process then contact Distribute.IT.

For complaints about Hosting services provided by a reseller of Distribute.IT, please direct your complaint directly to the reseller.

For complaints about the ownership, or disputes relating to Domain Names, direct these to the relevant governing bodies. Links to ICANN, .auDA and the NZ Domain Name Commissioner are available on the Support page, under 'Domain Names'. Registrars do not have the power to resolve disputes relating to the ownership of Domain Names.

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Q. Do you host DNS records?

A. Distribute.IT can provide DNS hosting, please see you reseller for details.

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Q. My domain is expired, can I pay Distribute.IT directly?

A. Distribute.IT is exclusively wholesale so you cannot renew your Domain directly with us. We are however happy to refer you to another reseller if you do not wish to deal with your current one.

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Q. What is my Auth Code / Reg Key / Reg Code / Reg Info / Auth Info / Domain Password? Why does it have so many names? Where can I get it?

A. To retrieve these passwords, please contact your current Registrar. They are required to provide this to the Domain owner upon request.

Each Registry has a different Name for this, so always request the 'Domain Password for transfer' to get the correct details.

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