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!

 

[Nick R]

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.

 

[Grilled]

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.

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?

 

[xeroox]

@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.

 

[Grilled]

@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.

 

[Nick R]

Thank for the feedback. We adjusted the auto responder to show the ticket number in the subject and in the body now.

 

[Tunababa8v]

Issue fixed now

 

[Grilled]

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.

 

[Nick R]

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.

 

[Grilled]

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

Show attachment 179927

Arggg...

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].

 

[DNcity]

everyone should be calm.
I think they're updating the system
I see them doing their best
we should take note of this

 

[Altetra]

I have begin to SAVe on renewals and new domains with them, hope it will be in the long run.

 

[Nick R]

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.

 

[DnFolk]

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.

 

[Nick R]

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.

 

[Akhilesh.Kumar]

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.

 

[Jeffrey]

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.

 

[Nick R]

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.

 

[NickDeeD]

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".

 

[Nick R]

@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.

 

[NickDeeD]

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.