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!

 

[pb]

When an issue does come up, please submit a support ticket to [email protected]

But writing tickets is kinda scary, my last ticket (#120897) has apparently been merged with someone else's unrelated ticket (#122568) so they were sent my personal details (because I signed the mail), which I am pretty sure is a violation of GDPR. I'm not pettifogging but you really should be more careful with these things.

(and I got to know that the three domains they wanted to register are blocked by the registry )

 

[MasterOfMyDomains]

Thanks for sharing all the quirks and quarks everyone. I like reading about sav issues myself. Sure wouldnt want to learn by trial and error like so many others. still 4.5 star trust pilot rating like every other registrar.
One day they will figure out how to manage people assets and get my business, or be another netfirms.

 

[pb]

Thanks for sharing all the quirks and quarks everyone. I like reading about sav issues myself. Sure wouldnt want to learn by trial and error like so many others. still 4.5 star trust pilot rating like every other registrar.
One day they will figure out how to manage people assets and get my business, or be another netfirms.

IMO Most of these are teething pains, but I rather like the direction they are going, so I'm definitely rooting for them.

 

[omadmedia]

It all boils down to respect and responsibility, imho.
As a company, you cannot allow your client to register 24h+ of downtime when your core business is domain registration.

Why is it that when I activate SAV's free Cloudflare DNS service, the name servers are updated? But when I try to set custom name servers nothing happens?
I understand that regulations require a domain to be suspended if contact details are not confirmed, and I was just about to buy it, regardless of the fact that no email to confirm the contact ever came, nor 14 days passed. The domain literally worked 9 days ago, before I transferred it to SAV.
I strongly believe there is a bug with SAV's client panel, a bug or a logic flaw...

I can understand that they have a very large volume of requests or tickets, but that doesn't mean it's fine having my websites down.
It's been 5h since I DM's Nick, still no reply. No reply to my emails.

 

[Nick R]

@tonitan84 - We do have a todo list item to make that more clear and send out a reminder email as well. We're glad its resolved!

@omadmedia - We do have your ticket and I have replied to your DM as well. Posting the exact same thing publicly as DM just make a resolution take long as we have more things associated with your account to read first. Ultimately the email address that submitted the ticket is not the email address associated with the domains in question so we did have to reply back and ask for extra information before we can access the domains. As soon as this is provided, DM me and we can take another look.

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.

 

[kaposzta]

Nameserver change is still broken. Today I initiated one, but after setting up new NSs nothing happened. There's still no change, after many hours.

For some names, there's no problem, nameserver changes are fast. For others, it seems that an NS change takes days. It cannot be a performance issue, because a few days ago when I changed the NS of two domains the same time, one took a few minutes, the other took a day.

Maybe your new backend make a distinction between backordered and registered names? I'm asking because my backordered names usually have this problem.

Anyway, I raised a ticket about the issue, let's hope it gets solved soon.

Thank you very much @Nick R for checking my ticket and solving the problem! I've just tried changing the NS for another domain, and it worked instantly, like in the good old times. It's great to see that the nameserver issues are pretty much solved (The only "bug" to be fixed is the missing whois deactivation problem.)

 

[Altetra]

Where is the area on SAV to change log in email/password? I can't see an option on the 'My Account' section? If I change WHOIS email details will this change the log in for SAV? I no longer have access to the email account used when setting up the SAV account.

I had mine changed only by support ticket way, hope they add to change email from the settings.

 

[omadmedia]

My problem is still not resolved - more than 48h with domains offline.
I’ve asked SAV to at least manually update the name servers so that i can have my domains back online while they fix the bugs, but no - still stuck with cloudflare dns.
AVOID AVOID AVOID SAV AT ALL COST.

 

[Altetra]

Hello @Nick R
Is it true what @BrandChimp say?

****PLEASE READ!****

Why you add my domains in auction or BIN ___WITHOUT___ MY CONSENT!!??
Your staff should be fired as they don't care about your customers. They just don't do anything helpful!

This is serious and scares me.
I like SAV and i m ready to protect this registrar, because i know there are many trolls as new users come here and tell fairy tales to scare people away from you, maybe they are even paid by other registrars, which is not excluded.
Please clarify this issue.

 

[Brandworthy]

@Nick R can I please ask why your system is. Having my CC when I place a bid that still leaves me as the underbidder? I just bid on an auction, was outbid by another bidder's proxy, and still saw the bid charged to my cc. Surely your system has no place charging a card for underbids?

 

[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.