IT.COM

Sav Official Thread

Spaceship Spaceship
Watch

Nick R

VIP Member
Sav.com Staff
Impact
530
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!
 
10
•••
The views expressed on this page by users and staff are their own, not those of NamePros.
Good Morning NP,

Thanks again for everyone’s feedback. Every comment helps us become a better registrar which in-turn benefits all customers and NP users. Something about a rising tide lifting all boats…

Last week Thursday, we did release a new domain backend that which was 90% invisible to users. However, it seems we may have started out with a few issues that did not come up in our testing that put our boat a bit underwater at the start. We have been diligently working to correct all issues that come up and appreciate everyone who saw something that did not look right DMing us.

In turn, we will try to keep this thread as updated as possible with known issues and updates on their resolutions. We will look for a better solution in the coming weeks as well.

Here are the current known issues:

1. It looks as if some domains are not unlocking properly from the website. We will be monitoring these failures and manually unlocking them on the backend when we see them come up. Feel free to DM us as well.

2. A code push last night caused the link in the WHOIS verification email not to work. We will get that link corrected and resend the email to all users.


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.

Thanks again for everyone’s patience while our boat that is our domain backend has the remaining hole patched and starts to rise once again.
 
3
•••
Is anybody else having issues receiving AUTH codes?

It looks like a new system was put into place, and AUTH codes which were once instantly shown in domain details, are now (supposed to) being emailed to the address on file.

upload_2021-1-20_10-43-31.png


<<<>>>

Upon reviewing the AUTH Code email(s), the AUTH code(s) were missing. [🤓]

upload_2021-1-20_10-45-1.png
 
Last edited:
1
•••
I have been trying to transfer a domain out of Sav to Epik since yesterday. It keeps failing and saying the domain is locked when I have already unlocked it. Sav should do something
This is getting weird. This name was on tranafer lock and it was supposed to be over on 19th jan which makes 60 days. I tried transferring the name to epik on 20th jan (the 61 days) and Sav wouldn't remove the 60 days lock. Now the lock date has changed to 21st jan which makes it 62 days.
Do we have new icann rule that I am not aware of? 20210120_195901.jpg
 
Last edited:
1
•••
@Grilled Submit a support ticket with the full domain names then DM me and ill ensure the codes are sent to you right away. We are working on a fix for this as we speak.

@Tunababa8v DM me the details, I would be happy to take a look.

A General PSA:
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.
 
0
•••
@Grilled Submit a support ticket with the full domain names then DM me and ill ensure the codes are sent to you right away. We are working on a fix for this as we speak.

@Tunababa8v DM me the details, I would be happy to take a look.

A General PSA:
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.
I have done that. Please help
 
1
•••
I have done that. Please help
I just responded back. Should be resolved in a few minutes.

A General PSA:
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.
 
0
•••
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.

To clarify...

Does replying to the [email protected] email receipt/request create a ticket?

I replied to the [email protected] email that contained the missing AUTH codes, and received the below Auto-Response.

upload_2021-1-20_11-14-38.png


As you can see, there is no ticket number assigned when replying to Sav emails, but it looks like a ticket was created? Thus, DM'ing a ticket number is not an option.

Concluding, can support tickets only be created by starting a NEW email to [email protected]? Or, does replying to other [email protected] emails, such as receipts or push failed/complete emails, also create tickets?
 
Last edited:
3
•••
@Grilled For what i see, it doesn't create either. I think only if they reply to our email we can see the ticket number.
 
2
•••
@Grilled For what i see, it doesn't create either. I think only if they reply to our email we can see the ticket number.

Thanks @xeroox !

I sent a test response email to Sav's automated reply to see if it would return an auto-reply with a ticket number. But, didn't receive a second auto-reply.

Replying directly to Sav emails helps save (1) time (2) confusion because it is usually attached to the originating concern, such as ghosted auth code email.

So, if ticket/numbers can be created by replying directly to a sav email in question, I think this would be most convenient. If indeed Sav requires brand new emails sent to [email protected] to receive a support number, I suppose I will just have to readjust.
 
Last edited:
0
•••
Thank for the feedback. We adjusted the auto responder to show the ticket number in the subject and in the body now.
 
Last edited:
2
•••
Issue fixed now
 
Last edited:
0
•••
Is anybody else having issues receiving AUTH codes?

It looks like a new system was put into place, and AUTH codes which were once instantly shown in domain details, are now (supposed to) being emailed to the address on file.

Show attachment 179910

<<<>>>

Upon reviewing the AUTH Code email(s), the AUTH code(s) were missing. [🤓]

Show attachment 179911

I resubmitted the request for AUTH Codes, and the ghosted Auth Code Issue appears to be fixed now.

upload_2021-1-20_12-44-5.png
 
Last edited:
2
•••
Good Evening NP! Here is an update on the system:

- Contact verification links not working: This is fixed and these can be clicked again successfully.

- Domains not unlocking: This is also fixed and domains should unlock within a few minutes at the registry after being unlocked on the website.

- Auth codes not showing up in emails: This is fixed as well with exception of a few smaller TLDs. If we an auth code is requested for one of these a support ticket is auto submitted and we will email it to you manually.

If you are still experiencing any issues with these 3 things, please submit a support ticket and DM us the ticket number so we can take a look.

We also have a much higher than usual number of support ticket still in our queue. We will be answering these well into the night. Please bear with us as we get though all of them. Thanks for everyone's patience!




A General PSA:
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.
 
0
•••
I resubmitted the request for AUTH Codes, and the ghosted Auth Code Issue appears to be fixed now.

Show attachment 179927

Arggg... :banghead:

The buyer of the above domain(s) reported a locked status after I provided AUTH code, even though both domains were/are set to unlock. Not sure if there is some kind of delay, and if a solution is try again tomorrow? ... Or if there is something else going on <edit: just read the above post regarding this being a known (fixed?) error> (will have buyer attempt to retry transfer)... Edit Added: Transfer lock issue resolved.

Email sent to [email protected] prior to starting this post. (will DM ticket # after posting)

Nonetheless, knowing support is on top of the experienced bugs is reassuring. I have found the reporting of errors by others in this thread to be helpful when struggling to navigate the fragile turbulence of reassuring a smooth transaction to a domain buyer. Having a sense of what to expect based off of others recently reported experiences...

eg. After reading there was (1) a recent update <+> (2) reported lock issues <=> allowed me to calmly/confidently explain to the buyer the registrar just did a major update, and that Lock issues were among the reported bugs. Then quickly move to the next step of emailing [email protected].
 
Last edited:
4
•••
everyone should be calm.
I think they're updating the system
I see them doing their best
we should take note of this
 
1
•••
I have begin to SAVe on renewals and new domains with them, hope it will be in the long run. :xf.smile:
 
0
•••
A quick update - We are seeing intermittent issues with some domains not changing internal accounts and some incoming transfers getting stuck processing. We hope to have these resolved and have all domains re-processed in the next 24 hours.

Everything else looks to be performing normally.
 
Last edited:
3
•••
one of my domain registered ( printy dot co ) on jan 1 was suddenly no longer visible in my account since 15th. i had even used it for two weeks (changed namesevers twice) when i inquired from nick about it i'm being told that it was backordered before i registered the domain. Still i was not only able to register the domain but also had even control of it for two weeks before it was taken away on 15th. Nick apologized and assured me that they have fixed this bug in their system. I wanted to share this experience for others to know.
 
4
•••
one of my domain registered ( printy dot co ) on jan 1 was suddenly no longer visible in my account since 15th. i had even used it for two weeks (changed namesevers twice) when i inquired from nick about it i'm being told that it was backordered before i registered the domain. Still i was not only able to register the domain but also had even control of it for two weeks before it was taken away on 15th. Nick apologized and assured me that they have fixed this bug in their system. I wanted to share this experience for others to know.
Thanks for sharing. Prior to switching to the new Domain Manager, we did see a few instances where our system caught a domain via backorder but incorrectly let a new registration though after the domain was caught. These have been corrected and this is no longer an issue in the new Domain Manager.
 
0
•••
Thank you @Nick R and team.
It's been a great experience with reference to ticket number 112548. I declare the ticket resolved and closed.
I appreciate the professionalism and perfect followup till the issue was resolved.
Looking forward for a long term relationship.

God bless.
 
1
•••
I like Sav, I'm moving some of domains to you because of the price, I already have more than 10 domains with Sav. But the registrar to registrar transfer is taking too long. Also could be the reason why Dan is severing ties with you because the issue with the slow transfer.

I was supposed to register a domain on your site today, but I reg'd it in another registrar.
 
Last edited:
1
•••
I like Sav, I'm moving some of domains to you because of the price, I already have more than 10 domains with Sav. But the registrar to registrar transfer is taking too long. Also could be the reason why Dan is severing ties with you because the issue with the slow transfer.

I was supposed to register a domain on your site today, but I reg'd it in another registrar.


As mentioned a bit higher up on this page, We are seeing intermittent issues with some domains not changing internal accounts and some incoming transfers getting stuck processing. We hope to have these resolved and have all domains re-processed in the next 24 hours.
 
0
•••
Kudos to Sav.com and @Nick R for being honest and vocal about what is happening in the background. Much better than just staying silent and pretending like nothing is wrong.

To update everyone (including @Nick R), we initiated over one dozen domain transfers to Sav.com (purely due to competitive pricing). We had to follow up multiple times with their email support, however 3.5 days after the transfers we initiated, we started receiving automated emails from our old registrar asking us to approve or reject the transfers.

Immediately after approving the transfers, we could see the WHOIS details at the registry were updated to nameking.com (which is the old Sav.com), and the registrant details were ours too, which is great.

There are still a couple of issues:

1) Querying whois.nameking.com for the domains results in no matches returned.

2) The domains in the Sav.com console still appear as "Transfer In Progress".
 
0
•••
@NickDeeD That is exactly what we are seeing as well. We hope to have these resolved and have all domains re-processed in the next 24 hours.
 
0
•••
Thanks for the update @Nick R. Please let us know when you believe the issues have been resolved so we can confirm on our side.
 
1
•••
Back