Sav Official Thread

[Nick R]

Hello NamePros community! We are creating a single thread where we can share announcements in, talk about product updates, people can ask questions and host a great discussion on all things domains!

 

[Brandworthy]

@Nick R I've bid on 2 auctions. On the first my cc was charged for one underbid, and then twice for the same high bid. On the other auction my card was charged for an underbid.

How can any user have confidence in your system? I now have to go and try to reconcile all my invoices. When I started backordering I was charged 4 times for each 9f the first names I caught.

 

[Brandworthy]

@Nick R now over $400 USD for underbids charged against my card. They get declined once the auction is complete, but that's not acceptable. If your system is not fit for purpose you should not offer auctions until you resolve these issues.

 

[Nick R]

Hello NP - We hope everyone is doing well!

@omadmedia - We did reply to your ticket yesterday and again today. We are happy to offer priority support to any NP users but not if they are posting "AVOID AVOID AVOID SAV AT ALL COST."

@iTesla - No, We do not proactively start auctions for any customers domains.

@Brandworthy - Please see this note below, which was posted by us in this thread a few messages back. I do not see a DM from you. This sounds like your card is just being pre-authed for the bids which we do note on the popup that bidders confirm for every bid placed. Without a ticket we are unable to look though.

ATTENTION ALL: A single DM to this account is the FASTEST way to get an issue resolved. We are working in the coming months to have a much expanded support team that includes chat, phone and extended hours but we are currently replying to tickets in 1-2 business days. We do value the NP community a great deal and look at tickets from our DMs as we get them. We are located in Chicago so obviously we are not logged in at 5am. As we see on a daily basis, members do not read back page after page in this thread so posting questions to benefit the community has a very small impact and are only usually visible for a day or so before NP makes a new page and they are never seen again. For the fastest resolution, submit a ticket and send us a DM.

 

[omadmedia]

Dear Nick, I can understand you are under a lot of stress, especially since other seem to have possibly bigger problems than myself.

I have replied to the ticket just now, please solve my case today - manually set the name servers to what I have asked is the least you can do. I have tried what you asked me to try, it didn’t work! This is no time to debug by trial and error.

 

[Nick R]

Good Evening Everyone,

A quick update on clientHolds:
The last few tickets we have looked at where people thought NS changes were not going through were really due to domains being disabled due to the link in the WHOIS Contact Verification email not being clicked. If that link is not clicked in 14 days a clientHold is placed on the domain which deactivates it and prevents any NS changes. If you encounter this, just click the link in the email again and the domains will reactivate, although it may take a few hours to process. We are going to add a ToDo list item to give a link to re-send the email from the Domain Manager incase it is missed.

A general reminder:
When an issue does come up, please submit a support ticket to [email protected] and DM us the ticket number & your email so we can look into it right away. We are unable to look into any issues posted directly in this thread as we do not have a way to access your Sav account based off your NP username.


Have a great night!

 

[omadmedia]

You mentioned clientHold in my ticket, yet I had placed the transfer on Feb 1st, they arrived Feb 8th and got suspended immediately, having no registrant contact in public whois and no name servers.

Yes, you need to signal this clientHold status in the client panel and include a link to resend the email, cause in may case the emails never delivered... causing the domains to suspend, and leave me stuck offline for three days until you guys figured it out.

Luckily these were not production website domains.

But it begs the question: why did they get suspended before the 14 days threshold?

 

[Nick R]

@omadmedia Our support team can look into that, I know it is in their queue. We are going to add a ToDo list item to give a link to re-send the email from the Domain Manager incase it is missed and show when a domain is disabled due to that.

 

[Brandworthy]

@Brandworthy - Please see this note below, which was posted by us in this thread a few messages back. I do not see a DM from you. This sounds like your card is just being pre-authed for the bids which we do note on the popup that bidders confirm for every bid placed. Without a ticket we are unable to look though.

I'm not going to open a ticket to tell you your site is broken.

I was charged for underbids. You should not be doing this. Period. First, you should not be blocking any funds against a bid which has no chance to win. Second, you're blocking for each bid, without releasing the prior charge against a CC. Say I bid $50 and you block this despite it being an underbid. I increase my bid to $100 and you block this amount (total now blocked $150 for max bid $100) even though the user is still the underbidder. In my case, you blocked over $400 USD against my card for for an auction where my top bid was $141. That's unacceptable. I'm doing your UAT testing here, and reporting this software bug to you.

 

[Nick R]

@Brandworthy - All bids do get voided when the auction completes. We recommend entering your max bid once and letting the system proxy bid up to that which eliminates multiple pre-auths. We also note that bidders card will be pre-authed on the confirmation screen of each bid so everyone is aware. We are looking at making changes to this process in the future but do not have specifics yet.

 

[Brandworthy]

@Nick R once I enter a new bid either block the diff or release the first block. What you're doing is against most payment providers TOS. Sorry, but it's not acceptable, and I won't use your auction system until you resolve this.i also want to contact your payment provider to alert them to this issue. I've created a ticket to request details of that provider. I will DM you the ticket number shortly.

Just to note a positive side to this - I would be happy to prepay an account balance in order to bid. But blocking every bid is absolutely unacceptable imo unless you release any prior bids. You have no right to block an amount greater than my higher bid, and this needs to be fixed.

 

[pb]

So if I get in a bidding war and place several bids up to say 5k, you're going to block 100k+ on my card?

 

[Larry]

start_time must be in the future


thats the error message i get when trying to add any domain to auction. i have been asking for help with this issue for some time and despite support telling me it is fixed, it is not. the last exchange with matthew was me sending him a screenshot of an attempt on a specific name and he never even looked at the screenshot. simply replied asking what name and to send him all names this is happening to when trying to auction.

ITS ALL NAMES. HAS BEEN FOR SOME TIME. I KEEP ASKING FOR ASSISTANCE AND I AM GETTING NONE.

Since he cant be bothered to actually read the support request and reply in an appropriate manner, I didn't waste any more of my time sending him a reply.

Wait another 24 hours for a reply like the last one? Pass, thanks.

 

[alcy]

@Nick R when we tag all names we cannot untag one or more then

not cool

when u send email about bulk autorenew error u do not say which names

yer site just infested with bugs.

 

[twiki]

How can one remove a BIN listing from Sav marketplace?

I can obviously add / edit but have no idea how to remove domains from there.

thanks

 

[Nick R]

@Brandworthy - This exact reason is one of the big reasons why we are considering adding in our own pre-paid funds. We don't have any details yet though.

@pb - We recommend entering your max bid once and letting the system proxy bid up to that which eliminates multiple pre-auths.

@Larry - I don't see a DM from you; see our post above. We are aware this comes up but it appears to be random so it is taking a while to track down. With your ticket we can get additional details to resolve it for you and all users.

@alcy - There are two kinds of "Check All". There is one where you can select the exact domains you want on the page OR one that allows you to select all the domains that match the filters across all pages. It sounds like you want to use the Select Page option where you can select all then uncheck specific domains. You can also control the page size at the bottom of the page. We are aware of some small bugs like capitalization issues and the mysterious "start_time must be in the future" issue we are trying to track down, there are no big bugs impacting production at this time. If there are any issues you encounter, you know how to get ahold us.



A general reminder:
When an issue does come up, please submit a support ticket to [email protected] and DM us the ticket number & your email so we can look into it right away. We are unable to look into any issues posted directly in this thread as we do not have a way to access your Sav account based off your NP username.

 

[Nick R]

@twiki - If the domain is at Sav you can just go to that domain and unlist it. If the domain is not at Sav, enter

domain.com,remove

In the bulk edit section. You essentially just replace the price with the word "remove".

 

[twiki]

@twiki - If the domain is at Sav you can just go to that domain and unlist it. If the domain is not at Sav, enter

domain.com,remove

In the bulk edit section. You essentially just replace the price with the word "remove".

So delisting domains can only be done one by one? I only found delist in the domain's individual settings.

I have 10k... cannot do this one by one

 

[Nick R]

@twiki - No, it can be done in bulk the same way:

 

[Larry]

@Larry - I don't see a DM from you; see our post above. We are aware this comes up but it appears to be random so it is taking a while to track down. With your ticket we can get additional details to resolve it for you and all users.

I just selected 4 domains and got that error message on each. Unless the definition of random is "every domain", I'd say it's a bigger problem then you think it is.

 

[pb]

@pb - We recommend entering your max bid once and letting the system proxy bid up to that which eliminates multiple pre-auths.

Sure you do, but proxy bids mostly benefit the seller, not the buyer.

 

[Nick R]

@Larry - We would be happy to take a deeper look but do need a ticket with the domain names and we do not have a way to determine your Sav account based off your NP username.


A General Reminder:
When an issue does come up, please submit a support ticket to [email protected] and DM us the ticket number & your email so we can look into it right away. We are unable to look into any issues posted directly in this thread as we do not have a way to access your Sav account based off your NP username.

 

[Brandworthy]

This exact reason is one of the big reasons why we are considering adding in our own pre-paid funds. We don't have any details yet though.

@Nick R what you're doing now is not only wrong, it's almost certainly against your payment processors TOS. You need to fix this now. There are no warnings, notifications or conditions that can override your duty not to charge/block CCs the way you currently do in auctions.

 

[Nick R]

@Brandworthy We actually say this on the confirmation screen of every bid placed to make it as clear as possible. The How Auctions Work page referenced in our TOS and in many other places notes this as well:

Note point #8 on https://www.sav.com/pages/how_auctions_work


We can understand not agreeing with this process and we are looking at changing it i the near future but please do not say that we do not give any notification.

 

[Future Sensors]

@Brandworthy We actually say this on the confirmation screen of every bid placed to make it as clear as possible. The How Auctions Work page referenced in our TOS and in many other places notes this as well:

Note point #8 on https://www.sav.com/pages/how_auctions_work


We can understand not agreeing with this process and we are looking at changing it i the near future but please do not say that we do not give any notification.

@Nick R

In the meantime, until you've changed it, you may add an additional sentence to that confusing message, with the info @Brandworthy just gave you.

 

[BrandChimp]

RUN!!!!!!!! THEY WILL AUCTION YOUR NAMES!!!! TRANSFER OUT!!!!!