F.A.Q

Top Ten Support FAQ's

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. 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 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 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. 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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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's the difference between the 'low-cost' and 'premium' routes?

A. 'Low-cost' messages are sent via overseas connections to the GSM networks globally, whereas premium messages are sent through local (Australian-based) connections that route directly to the mobile phone networks and pay fees for that connectivity. Whilst both routes provide high levels of delivery speed and success rates, the low-cost routes can from time-to-time, be barred by one or more mobile network. When this happens, your messages may fail to reach the recipient(s) on that network. Our premium service routes through the networks and pay for that connectivity, so barring should never be an issue. Based on our experience over many years, we find the economy routes to be a relevant solution for bulk marketing messages, but not necessarily for more critical messages like alert notifications, payment security systems, etc. For these types of services, we always recommend the premium routes for reliability and speed.

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Q. How do I setup 2-way messaging?

A. 2-way SMS messaging can be setup using virtual mobile numbers (also referred to as 'VMN's or 'MSISDN's), or shortcode number (e.g. 197, 199 numbers). Distribute.IT can provide both dedicated numbers and shared solutions that enable you to operate 2-way SMS messaging solutions. Some common uses for these numbers include; opt-out solutions, competition entries and replies, content delivery and replies, question and answer solutions. To setup a 2-way solution, contact your Distribute.IT reseller for details, or if you have a reseller account with Distribute.IT, contact our sales team for more details.

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Q. Why do SMS messages fail to reach their destinations sometimes?

A. There are a number of reasons that a message might not reach its ultimate destination. This includes:

• The destination mobile being switched off or out of range for a period of time and the mobile phone's network provider 'times out' the message
• The 'Sender Name' you defind on your message is too long - maximum 11 characters permitted including spaces & punctuation (note: this can only occur when using our API - our web interface doesn't permit more than 11 characters in this field)
• The mobile network is not supported via the route you selected to send the message through
• Traffic congestion at the mobile carrier or base station to which the mobile is presently routing through

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