Domain not renewed, no reply on support ticket
Thread poster: Ana Naglić

Ana Naglić  Identity Verified
Croatia
Local time: 23:36
English to Croatian
+ ...
Dec 4, 2006

I paid 10 EUR to ProZ for my domain renewal through Moneybookers on 10 Oct 06. However, last week I received a warning that my domain expires on 8:52pm Dec 7, 2006. Then I submitted a support ticket, and got no reply, and today I received a warning that my domain will expire in 5 days!
What should I do?


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ViktoriaG  Identity Verified
Canada
Local time: 17:36
English to French
+ ...
You should send a support ticket Dec 4, 2006

Lately, I have been having a feeling that ProZ staff is too busy to look often enough at the forum. I also got no reply to threads that required a reply, but that weren't important enough to send a support ticket. However, the issue you are having does deserve a ticket - and fast. As far as I know, ProZ doesn't leave support tickets unattended.

However, if you didn't get a reply to a previous ticket, it may be a good idea to e-mail site staff through their profile - they probably check their e-mail often. Make sure you insert a subject that will make them react and that they don't think you are just being unpolite to mail them instead of submitting a ticket. They may not be very happy about it, but I am sure they understand why you are resorting to that solution. You have to bang on that door until it opens.

All the best!

P.S.: It IS a good thing you posted, it may be another means to ring an alarm - maybe someone WILL see this and take care of it. I hope this gets resolved in a timely manner for you.


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Ana Naglić  Identity Verified
Croatia
Local time: 23:36
English to Croatian
+ ...
TOPIC STARTER
I did both Dec 4, 2006

I sent a support ticket on 01 Dec (no reply), then I sent 2 e-mails this morning, no reply.

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Henry Dotterer
Local time: 17:36
SITE FOUNDER
We'll reply soon Dec 4, 2006

Hi Ana,

Our staff will be in soon and we'll make sure your domain does not expire. We sometimes get to support tickets over the weekend, but not always.

Thanks for using ProZ.com hosting.

Henry


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Magda Dziadosz  Identity Verified
Poland
Local time: 23:36
Member (2004)
English to Polish
+ ...
Time difference plus weekend Dec 4, 2006

Hi,
I'm sure your ticket/e-mails will be answered promptly, just bear in mind that support staff works from Argentina, so they start work some time in afternoon European time. Also weekends are typically non-working days so they will read your e-mails only about early afternoon on Monday your time.

HTH,
Magda


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Ana Naglić  Identity Verified
Croatia
Local time: 23:36
English to Croatian
+ ...
TOPIC STARTER
Thank you! Dec 4, 2006

Dear Henry,
thank you for your prompt reply!


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justin C
United States
Local time: 17:36
English
I went ahead and renewed your domain for a year while your payment is being processed Dec 4, 2006

Hi Ana,

As noted in your support ticket, I went ahead and renewed your domain for a year while your payment is being processed.

Sorry for any inconvenience this may have caused you!

Best regards,
Justin


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Ana Naglić  Identity Verified
Croatia
Local time: 23:36
English to Croatian
+ ...
TOPIC STARTER
Thank you, but is the problem really solved? Dec 4, 2006

Thank you, Justin.
But the notification is still displayed and in the Domain Renewals section, it still says that my domain will expire on
Dec 7, 2006.


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justin C
United States
Local time: 17:36
English
Our system had not yet updated your renewal date Dec 4, 2006

Hi again,

Our system updates domain expiration dates on the user end once per day, and since I processed your renewal manually, the system had not yet picked up the changes.

I updated your domain information, so you should now see that your domain expires in December of 2007.

Best regards,
Justin


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