Namesilo deactivated my account

[maya-zir]

Namesilo deactivated my account with all my domains. The problem is I never receive their emails and they knew about this issue since 2019 but they never tried to fix it.

26.05.2023 I paid Namesilo for 3 domain name transfer from another registrar, but they never were able to send me an email to continue the transfer, and live chat support denied helping me.

I don't get emails from them, so, I opened a PayPal dispute (one week later) where I clearly stated the reason for the dispute hoping Namesilo will read and solve the problem, but they just refunded me 3 minutes after the dispute was created. They even didn't try to solve the problem or respond in PayPal chat.

Please note the dispute resulted in your NameSilo account being locked which will be removed once the dispute is closed.

They deserved the dispute, but even with a dispute they could just respond to me via PayPal chat and offered to help with the transfer. But they preferred to refund and then in revenge deactivate my account with all my 70+ domains.

Now they deactivated my account with all my domains and want me to "cancel the dispute" which was already closed after they choose to refund instead to respond my complaint and try to solve the issue.

I don't understand what they want from me now - tell PayPal I am a scammer who opened a dispute for fun? What a shame of the registrar!

I am (was) their client since 2015.

PS: Finally, they told, "Your case has been assigned to our Accounts Team, they will check this case and the details provided". I have no idea what they are going to investigate, but my account is deactivated right now and I have no access to my domains and even have no idea if I still have them....

I remind the dispute was not related to a new registration.
I paid for 3 domains I had on GoDaddy and wanted to transfer them to Namesilo.
But Namesilo was unable to add them to my account.
I paid for the service I never got.
Namesilo could respond to me on PayPal and offer to help, in this case the dispute would be closed.

 

[namesilo]

Unfortunately, it appears that this situation escalated due to a perfect storm of issues.

But to clarify our position here - the reason why the user's account was deactivated is because they issued a dispute. In 99.9% of cases, this is because of fraud or due to account using stolen payment methods. So as a safeguard, we take action on our side while an investigation occurs. In this case, resolution was attempted but due to the user not responding to our communications (since they weren't able to receive them), this also failed.

Please understand that it's never in our interest to prevent our users from accessing their accounts or being able to register/transfer domain names. But we also have to protect ourselves from fraud and abuse as this, unfortunately, is also a reality in our industry. And in vast majority of cases, the financial burden falls to us.

In either case, the transactions have been refunded and the user's account has been re-enabled. We will continue discussing this matter with them directly to hopefully find a compromise going forward.

 

[karmaco]

I

Namesilo deactivated my account with all my domains. The problem is I never receive their emails and they knew about this issue since 2019 but they never tried to fix it.

26.05.2023 I paid Namesilo for 3 domain name transfer from another registrar, but they never were able to send me an email to continue the transfer, and live chat support denied helping me.

I don't get emails from them, so, I opened a PayPal dispute (one week later) where I clearly stated the reason for the dispute hoping Namesilo will read and solve the problem, but they just refunded me 3 minutes after the dispute was created. They even didn't try to solve the problem or respond in PayPal chat.



They deserved the dispute, but even with a dispute they could just respond to me via PayPal chat and offered to help with the transfer. But they preferred to refund and then in revenge deactivate my account with all my 70+ domains.

Now they deactivated my account with all my domains and want me to "cancel the dispute" which was already closed after they choose to refund instead to respond my complaint and try to solve the issue.

I don't understand what they want from me now - tell PayPal I am a scammer who opened a dispute for fun? What a shame of the registrar!

I am (was) their client since 2015.

PS: Finally, they told, "Your case has been assigned to our Accounts Team, they will check this case and the details provided". I have no idea what they are going to investigate, but my account is deactivated right now and I have no access to my domains and even have no idea if I still have them....

I remind the dispute was not related to a new registration.
I paid for 3 domains I had on GoDaddy and wanted to transfer them to Namesilo.
But Namesilo was unable to add them to my account.
I paid for the service I never got.
Namesilo could respond to me on PayPal and offer to help, in this case the dispute would be closed.

Its a shame you took an adversarial approach I mean who says it was their fault about the transfers and not the other registrar?

When you take an adversarial approach you should expect an adversarial response. Their policy is probably to issue this type of refund as a store credit.

That aside, they are probably within their rights cancelling your account if the terms of service mention chargebacks BUT they absolutely must at the minimum give you auth codes for your domains and unlock so you can transfer out.

Also you can’t blame them for your email issues. Letting it go for 4 years not a good idea.

 

[poweredbyme]

I had no spam filter on my mail server.
I asked the hoster remove all filters.
But I still had customers who couldn't contact me.
And many times when I responded to emails, my emails never were recieved.
I had emails on 2 different hosts with the same problem.
Ok, It was not the issue with each email, but maybe 1-2 email from each 500.

Main reason of being unable to receive some emails is spam filter. Other reason could be those:
- the sender is unable to resolve your DNS MX record.
- MX record is pointed to another domain (usually the one provided by your hosting service) with either faulty DNS settings or low quality nameservers.
- Server has a firewall or a similar thing on mail ports which drops, blocks certain connection based on IP or predefined behaviors.
- Overloaded email server, custom server/operating system settings, hardware issues, internet connectivity issues.
- Your email server, nameserver, domain or something is blacklisted/blocked by one of the sender's systems. Hence all the requests from your part to sender to verify something may have been denied, blocked. Even if you don't have email filter your email server, operating system, control panel software, firewalls of the datacenter or something else may try to verify something before accepting incoming emails. Those verification attemps usually needs to get communicated with sender's email server, nameserver, etc.

I receive all emails from any sender. I use only FOSS, free software on my servers.

> And many times when I responded to emails, my emails never were received.

If some of the emails you send don't arrive, it's harder to fix and is a different kind of issue. However as I wrote above, if someone refuses to receive emails from you, you may also be unable to receive emails from the same person because of some invisible filters on your part. You should check all of your server IP addresses if blacklisted, server IP addresses include email server IP, http server IP (in case of you send emails through email scripts/phpmail function, etc and nameserver IP addresses. If all of your IP addresses are clean, then there must be a filter somewhere on operating system, control panel sofware, datacenter, nameserver.

Lastly check if your MX record is pointed to IPv6 and if your email server is fully working on IPv6. If you are unsure, remove AAAA for MX. As you know IPv6 may have different sets of firewall rules or filters. So remove IPv6 address(es) from MX and watch if it makes a difference.

 

[branding]

What was I supposed to think?

I get YOU didn't have an issue with the refund but THEY did take an issue with how it was requested. Hence they flagged your account.

You could've checked their faq. It kindly asks you to mail them to request it. They usually issue the refunds within a couple of days.

It's a common courtesy to establish communication. If things cannot be resolved there's the dispute/claim option as a last resort.

Anyway, beside the point as your main issue seems to be transfer and mail related.

That's something they cannot solve as it involves your email and the loosing registrar, not Namesilo so it's not of their concern.

 

[poweredbyme]

I have a server and can create a personalized email, but sometimes personalized mail servers block incoming emails. That's why I use only Hotmail and Gmail.

There must be a spam prevention software on your server, spamassasin or something similar. You should change its settings to solve the problem. If you have never touched its settings, it must be using default settings and usually the default spam protection level is designed to block more spam emails with a high false positive rate. You should lower the protection level to allow a few spam emails. Unless your domain is heavily targeted by spammers, it's safe to have a low spam protection. The default level is for moderately targeted domain names and is very high for most domain names. That's the case for hotmail, gmail and other popular email servers. Their domain names are heavily targeted and they have to set extremely high protection levels which block many legitimate emails together with all spam emails and they name it as zero spam policy. You may also disable the software (spamassasin or similar) or uninstall it to receive all emails including all the spam emails. The choice is yours. It's not that difficult to change its default settings. You have full control over your server.

 

[Daniel Owens]

Glad you for a access again... Anyway..


Make sure to to it next time. A lot of companies will see it as an act of bad faith if you don't request a refund but open a dispute/chargeback without any form of communication beforehand.

Yeah, he seemed to disagree with me about opening cases, there is no doubt too many will make paypal restrict account you just can't open a case each time your not happy with a seller or company. What are your thoughts on this Mr. branding?

 

[branding]

Glad you for a access again... Anyway..

I didn't ask Namesilo for a refund

Make sure to to it next time. A lot of companies will see it as an act of bad faith if you don't request a refund but open a dispute/chargeback without any form of communication beforehand.

 

[SuperDudePro]

This is NOT the reason to take my account with all my domains and not inform me about if they are going to activate it or not.
I didn't request a refund from the PayPal support team, I requested it from Namesilo vis the PlaPal platform and indicated the reason.
And I requested it, and not stole it.
They read the dispute and decided to refund which means they knew it was not a fraud.
And even if they had their doubts, they could tell me "wait, we just check the issue, your account is deactivated just for a while".

For 2 days I got no clear answer about what happened with my domains.

I think that it has worked out as well as possible. You no longer have to deal with them and they no longer have to deal with you. For some reason, I never seem to have any of these type of issues. It's all a mystery.

 

[poweredbyme]

My Hotmail is Ok, and I even manually added Namesilo to my whitelist, but I still don't get emails from them.

Don't use hotmail. They block incoming emails. Buy a hosting and use youremail@yourdomain dot tld.
Don't use free email services for any financial affairs, for business, for anything serious, including gmail. They block your incoming emails silently.

 

[maya-zir]

I think that it has worked out as well as possible. You no longer have to deal with them and they no longer have to deal with you. For some reason, I never seem to have any of these type of issues. It's all a mystery.

So what?
I also had no a such problem before.

 

[Daniel Owens]

I want to see your reaction if tomorrow your registrar will close your account with all domains and will not respond to your question "what happened with my domains?".

Yeah, I sympathize with you just things don't always work-out as well as planned. The paypal case should be last resort sounds like you tried to contact but maybe could have tried a little harder. I didn't see anywhere if you tried a chat session before requesting paypal refund. If you go to the transfer section of namesilo and cancel you are usually refunded the transfer fee quickly. It would have been nice in hindsight if namesilo had contacted you before closing access too or restricting your account.

 

[branding]

"Chargebacks are akin to fraud and a serious violation of our terms of service. Instead of opening a dispute, you should have contacted the merchant (NameSilo) requesting a refund for your order.
Did you attempt to contact us regarding this issue?"

So did you contact them beforehand and try to resolve the issue and do you have proof of that?

A chargeback is a last resort option as it will actually cost your supplier far more that you're claiming back.

 

[maya-zir]

Namesilo has neither shame nor conscience.
This is their answer:

Chargebacks are akin to fraud and a serious violation of our terms of service. Instead of opening a dispute, you should have contacted the merchant (NameSilo) requesting a refund for your order.
Did you attempt to contact us regarding this issue?

So, a chargeback is a term violation, but ignoring the client's complaints and denying to help and then in revenge denying access to my virtual property is not a law violation??

I filed a complaint to ICANN.

Still have no access to all my 78 domains.
Namesilo did it in revenge, just because I created a PayPal dispute (not related to my domain portfolio), which they could friendly solve, they only had to respond to the dispute and offer help.
I just wanted to transfer 3 domains from GoDaddy to Namesilo.

 

[Samer]

This is pretty harsh. You have always been pro member, who needs a pro badge to be a pro except monster
Why didnt you change your email in last 4 years?
@namesilo this seems extreme and since its public discussion come and explain.

Dont forget their CEO @Kristaps @ NameSilo

Go the full 9 yards. Good luck!

 

[branding]

A refund of just 30 USD was not a big deal and didn't cause Namesilo a problem or a bad reputation on PayPal.
A refund is just a refund, I also sell and buy on PayPal, and first of all, they could just read my dispute note and offer me the solution or ask me to close the dispute and promise to charge back directly.
I would accept this option.
They preferred to refund 3-5 mins after I created a dispute.
They even didn't try somehow to solve the issue or ask me.

Namesilo let to cancel the domain registration within the next 3 days after I pay for it, but it was not a domain name registration, but the transfer fee and I paid it 7 days ago. There is no auto cancel for domain transfer.
A few times I canceled mistakenly registered domains, and the refund used to be made instantly to my PayPal. So, what is the problem to ask for a refund via PayPal?

By the way, all Namesilo defenders, what if tomorrow they will block your account simply because they decided to take revenge on you?

Pay attention, they just didn't like the way I got the refund they would pay anyway. Not because I got something from them, not because I scammed them, not because I got something by mistake or scam. It was not a fraud.

Namesilo exceeded its authority by deactivating my account. I will ask tomorrow PayPal if Namesilo does violate PayPal rules by not allowing their clients to open a dispute.

Ups, I have almost 100 domains, not 78.. and all are blocked by Namesilo.

So you did reach out to their support to request a refund before you opened the dispute? That's somewhat unclear to me.

By the way, you don't need to get an email at all when you transfer.

You will order the transfer at namesilo and the loosing registrar should email you to give you notice of a transfer request. Not Namesilo.

Did you receive one? Even if you did not, a transfer will autocomplete in 5-7 days if it's not blocked by the loosing registrar.

 

[MasterOfMyDomains]

Glad you got your account active. I would edit title to remove blackmail me and request mods to close it.
namesilo

 

[branding]

This is NOT the reason to take my account with all my domains and not inform me about if they are going to activate it or not.
I didn't request a refund from the PayPal support team, I requested it from Namesilo vis the PlaPal platform and indicated the reason.
And I requested it, and not stole it.
They read the dispute and decided to refund which means they knew it was not a fraud.
And even if they had their doubts, they could tell me "wait, we just check the issue, your account is deactivated just for a while".

For 2 days I got no clear answer about what happened with my domains.

Yes. Exactly my point. Look, things are getting lost in translation and your expectations of how NS should respond are unreasonable.

I'm out.

 

[maya-zir]

Yes. Exactly my point. Look, things are getting lost in translation and your expectations of how NS should respond are unreasonable.

I'm out.

I want to see your reaction if tomorrow your registrar will close your account with all domains and will not respond to your question "what happened with my domains?".
When my bank locked my account due to my ID document renovation, they just told me "wait, we just need to check and update, it is a standard procedure", I had no problem with that.
But when Namesilo denies me access to my domains, and I see here a lot of cases when already registered domains resulted to be re-sold and Namesilo ignores my questions, do you seriously think I am supposed to be happy?
The issue was NOT a refund, the problem was the silence and no answer, and part of my domains are active sites, a labor of the last 5-7 years, which could be resold or expired and lost all authority and history.

Yesterday @namesilo responded here and told me it was a temporary deactivation, but I had no idea what it was for the last 2 days and was requested again and again to close an already closed dispute.
No one asked me to explain the dispute reason, no one asked me to prove anything, and the only answer I got was "it was because you requested a refund via PayPal".

Ok, they couldn't contact me since 2.06.23, but they had 4 weeks to investigate the issue without asking me. They could deactivate the account making me contact them and ask the next time ask for a refund via email. Instead, they were driving me crazy for 2 days ignoring my questions about my domains' status.

I discovered the access problem on 25.06.2023 and the dispute was created on 2.06.23.
4 weeks was enough time to check everything and pay attention it was not a fraud.
They also could check the issue the same day I emailed them - on 25.06.23 - it was not a situation when I a refund after they refused it.

Just imagine, on 25.06.23 I found out my account is deactivated, I have no idea since when it is deactivated and after how many time all domains from the deactivated account could be resold.

You can be out until the same will happen to you and then you will create here topics.

 

[Yanosh]

If it makes you feel better , a worse thing happened to me with GoDaddy.

All of a sudden I got an email from them regarding a security alert for my account.
They immediately blocked my account and asked me to submit by email my :

ID with photo
Email
Username
Security PIN

After I sent everything to them , I got another email where they told me my account is permanently blocked without explaining ANYTHING.
I sent several email after that , never had an answer.
Contacted their chat support, never got any help.
A month later I found out that 1 day after they blocked my account..they refunded me with the amount I paid for the domains I had in there , and almost all of them were registered again by someone else the same day.
Fortunately I had like 7 domains.

Never got an email or an explanation ever again.
My email is currently still on their blacklist.
Never found out what happened.

 

[maya-zir]

Talking about the email issue.
No, I didn't let the situation just be for 4-5 years.

A few years ago (I think it was 2019), had an email problem with Namesilo, but I was sure the issue was solved. Last few years I just used to reg domains and almost never contacted Namesilo, and when I needed to ask something I always used to do it via live chat, so I had no idea the email issue was still present.

And just a few months ago after they added extra protection to their login and I couldn't get the verification email, I understood the problem was not solved.

My Hotmail is OK, and I even contacted Hotmail support and they checked my account remotely.
I was sure the problem was solved when I started the transfer process and paid Namesilo for 3 domain transfers after I didn't get them and I realized the email issue was still present.

I got no help via live chat, so I just locked back my domains at my GoDaddy account and opened a PayPal dispute to get my money back without trying to explain again and again to Namesilo live support the simple thing - I don't get their emails.

My plan was just to take my portfolio to another registrar who would be able to contact me via email.
I got my money back and started to check for a new registrar and 2 days ago I wanted to move all my domains and found the account deactivated.

I have only 2 emails: Hotmail and Gmail, and I use Hotmail as my contact email for Namesilo, and Gmail has a lot of alerts all day and create an additional mail account just because of Namesilo ... ? No thanks.
So, I just decided to move from there and was checking other registrars.

 

[Daniel Owens]

@karmaco


I didn't get any help from their live chat.
PayPal dispute is a part of PayPal rules and being a PayPal client, Namesilo must respect PayPal rules.
Why I can't create a dispute if I don't get any help?
Did I blame Namesilo for charging me without my permission?
No, I just indicated the reason:

Show attachment 241356

The dispute was very clear, I stated the problem, and Namesilo could just solve it.
Anyway, the dispute is already closed and it was closed by Namesilo 3-5 mins after I created it.
What do they want from me now to close?

Finally, I just wanted to transfer 3 domains to Namesilo.
My portfolio is my property which was blocked by Namesilo against all rules and laws.


I canceled the transfer and opened a dispute because I had no other option to request a refund for something I couldn't get and had to cancel.
Anyway, I don't even have to explain why I created a dispute, it is my right to request a refund via the PayPal platform. I am not sure Namesilo refund politics is legal, I think it is against the PayPal rules.

You should not be ripped off but at the same time you shouldn't violate their TOS. It's such a small loss, I wouldn't open a case over like $30 total for 3 domains (assuming each transfer was like $10). Glad that namesilo responded to this thread and activated your account again. Personally, I like namesilo.

 

[maya-zir]

Glad you got your account active. I would edit title to remove blackmail me and request mods to close it.
namesilo

Well, it was blackmailing, because all that the support told me last 2 days was " account will remain suspended until the dispute is closed".

But I had no active dispute to close, for me the dispute was something from the past and I couldn't understand what did they want from me because I only saved their time by requesting money back myself.

Besides, no one told me "that refund was not fair", and only were blaming me for open a dispute.

 

[maya-zir]

I think you are right on your complain. They shouldn't lock your account with domains in it. Because if the reason was paypal dispute, it's irrelevant. It seems like a punishment or lesson to customers what will happen if they want their money back.

A few months ago I had a different problem with namesilo and namesilo was not helpful which was in contrast to previous helpful namesilo behavior. Maybe namesilo top management has changed. Current namesilo and the old one is different.

Yes, I may not have been very clear in my previous posts, but the problem was not the deactivation itself, I could understand if I was asked to wait a few days or even weeks.

I also understand the Namesilo reason for deactivation, but it was not clear to me that everything was OK with my domains and they were not going to be resold.

No one asked me to explain the reason for the dispute, no one asked me to verify my ID, no one asked me to verify my PayPal, etc. How was I to know it was a temporary deactivation and the Namesilo team is investigating something?

Yes, it looked like a punishment or lesson for what I did something not according to their rules.

By the way, if I would ask them by email to refund, I am sure that they would refund it. The refund itself has never been a problem. Not for me, not for them. The domain transfer never took place, so there was nothing to pay for.

I just had no idea there was a specific rule for requesting a refund.

In any case, why did Namasilo only start investigating after I contacted them? Why didn't they start an investigation 3 weeks ago?

Yes, I also have previously been very pleased with Namesilo's help and service.

 

[Daniel Owens]

So what?
I also had no a such problem before.

I think you can go into the transfer page on namesilo and cancel the transfers and they will refund you rather then do a paypal case. But, once your account is locked you can no longer do that. I get you didn't request refund from namesilo but via paypal platform. You just could have handled it differently at least in my opinion.

 

[maya-zir]

Yeah, you could have canceled the transfers under the transfer section of namesilo if your afraid and felt you need to lock them. It's easy to cancel a transfer from godaddy to namesilo in the namesilo panel with no need to even talk to support. Last time I had a transfer fail I canceled under namesilo transfer-in section and got refunded right away, no need to dispute. However, there are plenty of registers that'd love your money so yeah I bet namesilo is lower on your choice list now.

But we don't talk about the cancellation or transfer or zero help from the chat.
We talk about the issue when Namesilo had 3 weeks to check it was not a scam and I just canceled the transfer.
And, later, when I contacted them and asked about the account, no one told me it was a standard check and that they will activate it after the investigation.
Each time during 2 days when I asked them about my domains, They told me "It happened because you created a dispute".
Read my previous posts, I had no idea what was going on... I was asking about the status of my domains...
And the only answer was "it happened because you opened a dispute"