Unable to Contact Your Hosting Company?
You are at this website for one of four reasons:
- Your hosting company or domain reseller has gone out of business
- Your hosting company or domain reseller has stopped answering support requests
- Your hosting company or domain reseller is not complying with requests regarding your domain
- You’re unsure of who your hosting company or domain reseller is but you were referred to Parallels
There are several parties involved in getting your issue resolved. Your domain name reseller is often the company which hosts your website.
Please note the diagram below for the relative positions of the parties:
Your reseller is the only party that has access to your domain. Parallels does not have access to the reseller account and cannot perform any account maintenance until we have successfully helped you to remove your domain from the resellers’ account and put it into an account of your own.
The following steps are what we do to make this happen
If you are not sure who your reseller is, go to eNom Help and put your domain name in the Reseller Information Retrieval Tool: http://www.enom.com/help/reseller_lookup.asp.
To have any domain moved, you or your company MUST be listed in the WHOIS contact information as the Registrant. If it is not, there is nothing we can do to change it. To check the WHOIS information, go to eNom’s WHOIS Tool and insert your domain name: http://www.enom.com/whois/default.aspx.
1. You must submit a ticket with us by Clicking Here
2. In this ticket please include this information:
- Your domain name or website URL
- Your contact details including your name, company name, email address and phone number
- Information about who your reseller is, how you have attempted to reach your reseller, and confirmation that your reseller has not responded
- The domain purchase date(s) and site where you bought the domain, if you have this information
- A copy of your driver’s license or other similar government photo identification
After we receive the ticket, we will attempt to contact the reseller on your behalf. The requests we send to them indicate that this reseller has 24 hours to reply to us.
If the reseller is responsive, we ask them to assist you directly.
If the reseller is unresponsive in that 24 hour period, we can submit a request to eNom to move your domain. In order to do this, we need you to create a new account. ParallelsDomains.com is a site that you can use to set up your own account so that ownership can be transferred.
After you create an account with ParallelsDomains.com and tell us the account name, and Enom has processed your request, we will send you a confirmation email that the domain has been moved. After that, the management of your account can be done by logging into ParallelsDomains.com.
Helpful Hints
We understand that this situation likely represents an emergency for you. Unfortunately, this process can take several days to be resolved depending on the response time from eNom. Requests for updates do not help to speed up the process.