CAUTION - Stay away from Pheenix.com

JudgeMind · Nov 22, 2019

PHEENIX.COM

I want to bring to light an issue I have been dealing with and hopefully it will save some others here headaches down the road.

A few month ago I was having trouble receiving authorization codes for two domains I had sold on a brand marketplace. I was not receiving the authorization codes to transfer the domain names to their new owners nor was I receiving any emails or support from phoenix.com. I had to go public with my issue to get it resolved. I have been trying to transfer my 63 domains out of pheenix ever since this has happened but I'm not getting any support.

Now, i have sold another name and again i am unable to retrieve transfer auth codes and am getting no support from pheenix. The domain name was sold at afternic almost a week ago, i sent multiple emails to the owner of pheenix and to pheenix support with no resolve. I even hunted down Mr. Tran on Linkedin who informed me he had nothing to do with Pheenix anymore.... So what the heck is going on then? Is the site just running on auto pilot and accumulating issues daily? They have zero support.

I want/need to be able to transfer all of my domains away from pheenix especially the domain I've most recently sold via afternic. Now afternic is threatening to cancel the transaction if the authorization code is not supplied to them soon.

The last message i sent pheenix was informing them i will be taking legal action against their company if i do not receive assistance in a timely manner. It is illegal for them to hold domain names and not allow domain owners full access of their property.

I am certain many others here have had issues with pheenix as well. It is getting worse.

How can this business be allowed to stay functioning in this manner?

Here are the methods I've used to try to contact pheenix support.

Tan Tran - Linked in
I managed to message Tan Tran on linked in and the reply I received was :

Guess its not the same Tan Tran?

phone numbers:
1 800.777.LOVE (5683) - not in service
+1 888.872.4988 - not in service

Emails:
[email protected]
[email protected]
[email protected]
[email protected]

The listed owner is also a member of namepros: @gorilla_bob and also owns freshdrop.com. I messaged Gorilla_bob and did not receive a reply.

pheenix.kayako.com/tickets - No Reply, its been multiple days!

Ticket: #78854

WHAT DO I NEED?

I need each name listed in my account unlocked and the AUTH codes sent to me.

Further details of Pheenix as lister on their website:

JudgeMind · Nov 26, 2019

still no response from phoenix of any kind. My attorney was notified yesterday of this issue and will contacting the BBB and the state of CA to find the personal contact info of Mr. Tran.

FavourB · Nov 26, 2019

JudgeMind said:
still no response from phoenix of any kind. My attorney was notified yesterday of this issue and will contacting the BBB and the state of CA to find the personal contact info of Mr. Tran.

I feel your pain

I think you need to explain to Afternic so the can elongate the pending deal for you

Rob Monster · Nov 26, 2019

Got word from the CEO of Encirca this morning. They took over 49 dropcatching registrars. Pheenix.com IANA 888 was not acquired. So, it is Tan. So, find Tan, and I bet you find your auth codes. ICANN involved.

JudgeMind · Nov 27, 2019

with the greatly appreciated help of @Rob Monster who went out of his way to assist me with this pressing issue, I have at least received the authorization code from pheenix to transfer the domain name to the afternic buyer. I am still awaiting receipt of 63 additional auth codes afterwhich time I will be moving those domain names to epik.com. I appreciate everyones involvement in this.

Rob Monster · Nov 27, 2019

JudgeMind said:
with the greatly appreciated help of @Rob Monster who went out of his way to assist me with this pressing issue, I have at least received the authorization code from pheenix to transfer the domain name to the afternic buyer. I am still awaiting receipt of 63 additional auth codes afterwhich time I will be moving those domain names to epik.com. I appreciate everyones involvement in this.

Glad that got worked out.

It should not be needed to pull rank at ICANN, but apparently that was required in this case. When push comes to show, ICANN does have some practical folks who know that it is a big deal when a transaction cannot happen due to a domain auth not being delivered in a timely manner. I have my doubts at WIPO but ICANN is still operating in their lane as an effective arbiter and regulator for enforcing contracts.

JB Lions · Nov 27, 2019

JB Lions said:
Just logged in after months/years and noticed I still had a balance from pre-funding. So I'm guessing that's gone as well.

I just got that back today:

From my PayPal account:
NOV26
Pheenix, Inc.Money Received

From email:
Your withdrawal has been processed.

Have a great day!

Warm Regards,

Your Friends at Pheenix

this email - support at pheenix.com

Rob Monster · Nov 27, 2019

JB Lions said:
I just got that back today:

From my PayPal account:
NOV26
Pheenix, Inc.Money Received

From email:
Your withdrawal has been processed.

Have a great day!

Warm Regards,

Your Friends at Pheenix

this email - support at pheenix.com

I guess they found this thread and decided to clear their inbox.

tonyk2000 · Nov 27, 2019

There is an ICANN rule related to authcodes. Authcode (working and correct one) must be provided within 5 days or so. If the registrar does not comply - ICANN may (and should) take appropriate actions. Like this:
https://www.icann.org/compliance/notices

Page Howe · Nov 27, 2019

i might suggest biggest issues may be with names at the pheenix sub or captive registrars, especially if they been sold or new owners.

its possible some older names went to encirca?

i was able to do a transfer in one day yesterday, got code, started, got approval.

page howe

Rob Monster · Nov 27, 2019

Page Howe said:
i might suggest biggest issues may be with names at the pheenix sub or captive registrars, especially if they been sold or new owners.

its possible some older names went to encirca?

i was able to do a transfer in one day yesterday, got code, started, got approval.

page howe

Encirca took over 49 registrars. The one they did not take was IANA 888. That was the problem case here. Looks like the logjam is clearing.

Charley · Nov 27, 2019

I have $1.00. Will they refund it to bitcoin?

Who to contact?

Frank Michlick · Nov 28, 2019

Rob Monster said:
Got word from the CEO of Encirca this morning. They took over 49 dropcatching registrars. Pheenix.com IANA 888 was not acquired. So, it is Tan. So, find Tan, and I bet you find your auth codes. ICANN involved.

Hey Rob, good to see you helping out folks. I think they took over the registrations from those registrars, not the registrars themselves, right? I believe the registrars were de-accredited.

Rob Monster · Nov 28, 2019

poing said:
Hey Rob, good to see you helping out folks. I think they took over the registrations from those registrars, not the registrars themselves, right? I believe the registrars were de-accredited.

I believe that is correct. However, inventory on IANA 888 stayed with Pheenix.

JudgeMind · Nov 28, 2019

I should note im still waiting for auth codes for all other names. Also haven't received any confirmation of domain transfer of sold name, so hoping the auth code supplied to me was legit!! @pheenix

wrolie · Dec 1, 2019

Has anyone tried submitting a transfer complaint to icann? What was the outcome? I also have 2 names still with pheenix and have not been able to obtain auth codes.
https://forms.icann.org/en/resources/compliance/complaints/transfer/form

Keith · Dec 1, 2019

This thread is the exact reason you stick with reputable registrars that have a good track record. It comes down to honesty, integrity, and the registrar treating every customer equal, not giving separate rules for 1% of its customers...

zolmat · Dec 13, 2019

guys

i have sane problem with pheenix.com , no one home there . please someone help me .

Web Trader · Dec 18, 2019

On 11/27 I requested my $29 balance which was required to do backorders, a ticket was created, then I added a reminder to the ticket on 12/4. Still no reply from Pheenix or PayPal credit. I wonder how many people have experienced that.

FRE3 · Jan 1, 2020

Web Trader said:
On 11/27 I requested my $29 balance which was required to do backorders, a ticket was created, then I added a reminder to the ticket on 12/4. Still no reply from Pheenix or PayPal credit. I wonder how many people have experienced that.

I have the same issue going on.

spiritfly · Feb 21, 2020

I have a couple of domains and a balance with them as well at registrar IANA ID: 888.

@Rob Monster care to advise here buddy?

Thanks!

Samer · Feb 21, 2020

Do they even allow you to withdraw money?

Deposited $29 to be verified, despite warnings, see no “withdraw”? What happened Pheenix?

Samer

Rob Monster · Feb 21, 2020

spiritfly said:
I have a couple of domains and a balance with them as well at registrar IANA ID: 888.

@Rob Monster care to advise here buddy?

Thanks!

PM me details and will see what can be done. Why anyone renews there at this point is a mystery to me, but yet we know that Tan still runs that operation -- IANA 888 is still his property. We are in the market for a second accreditation and would offer to acquire it. Unfortunately, I have yet to get Tan on a phone call for that discussion.

pb · Mar 5, 2020

Samer said:
Do they even allow you to withdraw money?

Deposited $29 to be verified, despite warnings, see no “withdraw”? What happened Pheenix?

Apparently I had some leftover funds at phoenix, I filed a ticket asking that they refund them to my PayPal and got the refund after two weeks (on Feb 17).

Samer · Mar 5, 2020

pb said:
Apparently I had some leftover funds at phoenix, I filed a ticket asking that they refund them to my PayPal and got the refund after two weeks (on Feb 17).

I've come to acceptance, i lost my $29.

I have no clue why this company continues to operate, just thankful "only" $29

This company is "dead one walking" status, if I've ever seen one.

pb · Mar 5, 2020

Samer said:
I've come to acceptance, i lost my $29.

I have no clue why this company continues to operate, just thankful it was only $29

I had $30 and some cents

CAUTION - Stay away from Pheenix.com

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