What can I do if I regret a domain registration? / We can help you in some circumstances. Please email us within 4 days of the registration: email@example.com. We'll check your specific situation.
When I renew, will you add a year (or years) to the current expiration date, or will my domain expire a year from renewal? / When you do a renewal, the process will add a year to the current (or previous) expiration date. This way you don't lose any of the days you have paid for. If for example your domain expires the 10th of October 2015 and you renew the domain for 1 year the 10th of August, the domain will then expire the 10th of October of 2016.
How can I confirm that a domain has been renewed? / You can confirm that a domain has been renewed by log in to your control panel and selecting your domain.
What happens if I don't renew the domain? / If you don't renew a domain name, it will get deleted 30 days after its expiration date. Our system will allow you to renew your domain 30 days after expiration. If after 30 days you have not yet renewed the domain name, the system will start the deletion process. After the 30 days, you may not renew the domain name. You may restore it for an increased Price within the next 30 days.
Can I renew after the domain has expired? / Yes, you can renew the domain name up to 30 days after its expiration. After this a domain can only be restored. Restorations come at a higher price. Contact us if you need to restore a domain name.
If I renew the domain after expiration what will the new expiration date be? / If you renew a domain after its expiration, the new expiration will be the previous expiration date, plus one year. You will not get additional days for your domain if you renew after expiration. Any renewal will only add one year to the previous expiration date, regardless if it is done before or after the renewal date of the domain.
Can I renew for multiple years? What is the maximum term? / Yes, you can renew your domain for multiple years, but please note that your domain can't expire on a date more than 10 years in the future. This may cause that the maximum renewal for domains that are about to expire is 9 years. Just after expiration you may be able to renew it for 10 years. If a domain expires in 5 years, the maximum renewal term will be 4 years.
I don't remember my username/password. How can I renew? / You don't need to log in to renew your services. You can just go to: hello.co/renew and process the renewal. Please note that this will not give you access to the control panel for the domain. This will not change the registrant or the contacts for the domain name or for the account holding the domain. So if you renew a domain name that is not under your account you will have no right over the domain name.
Can you explain the lifecycle of a domain? / When a domain expires, the domain will enter an EXPIRED, RENEWABLE status. For 30 days the domain can be renewed normally and an additional year will be added to the previous expiration date. After these 30 days, the domain will enter an EXPIRED, pendingDelete, RESTORABLE status. Between days 30 to 60 after expiration a domain can be restored for a special fee. Please contact us if you need to restore a domain name. Between days 60 to 65, the domain enters a pendingDelete status in which it can't be renewed or restored. After 65 days the domain gets purged from the database and can be registered again as a new domain name.
I forgot to renew the domain. What can I do? / If you forgot to renew a domain, you may try to renew it up to 30 days after expiration. After this you can try to restore it for another 30 days. If you miss both time windows you will have to wait for day 65 after expiration to register the domain again as a new domain. Please see the previous question to understand the lifecycle of a domain name.
How do I transfer a domain I have at another Registrar to Hello Internet? / To transfer a domain you have registered at another Registrar (not Hello Internet) you have to:
Unlock the domain at the other registrar (if it is locked).
Retrieve the Authorization Code from the control panel at the previous registrar.
Start the process at www.hello.co/transfer.
Accept the transfer request from the Administrative Email associated to the domain name.
Wait for 5 days until the transfer completes.
What is the Authorization Code? / The Authorization Code is a unique code associated to every domain name that allows the transfer of the domain between registrars. This Authorization Code may be retrieved from the control panel at the registrar that currently hosts your domain.
Where do I get the Authorization Code? / To retrieve the Authorization Code, you should log into the control panel at your actual registrar, go to the Management section for the specific domain and look for the link that allows you to retrieve the Authorization Code.
What is a domain lock? / A domain lock is a restriction put on a domain name that restricts the transfer of the domain between registrars. You can remove the transfer lock by going to the Management section of the domain.
How do I remove a domain lock? / To remove the domain lock, go to the Management section of the domain and look for the link or button to disable it.
What happens if the domain has a lock at the other Registrar? / If the domain has a lock at the other registrar, the transfer will fail and we will not be able to complete the process. In this case you should try to go to the previous registrar and remove any lock in place.
What happens if I entered the wrong Authorization Code? / If you enter a wrong Authorization Code the transfer process will fail and you will be asked to provide the correct transfer code in order to complete the transfer process.
What happens if the domain expires while completing the transfer process? / If the transfer process started before the domain expired, the transfer process will continue to take place. Keep in mind that the domain will have the status “suspended” and once the transfer process completes itself the domain will again be active.
What happens after I have requested the transfer? / Once you request a transfer, you need to approve the transfer process from the domains administrative contact.Until the approval takes place the transfer process will continue.
What will the new expiration date be after the transfer is completed? / When you do a transfer, the process will add a year to the current(or previous) expiration date, just the same as it happens with renewals. This way you don't lose any of the days you have paid for. If for example your domain expires the 10th of October 2015 and you transfer it, the domain will then expire the 10th of October of 2016.
Can I transfer a domain that has already expired? / Yes, you can transfer any domain that has expired within the next 30 days since its expiration date.
How long does it take to transfer the domain? / The transfer process normally takes 5 to 7 days to be completed. You can speed up the transfer process by approving the transfer as soon as possible from the administrative email linked to the domain in question.
Is there a way to reduce the time it takes to complete a transfer? / You can speed up the transfer process by approving the transfer as soon as possible from the administrative email linked to the domain in question.
What confirmation emails should I expect from my previous registrar? / Your previous registrar will send you an email confirming that you requested the transfer process for your domain. If you have any questions regarding the email you will receive please send us an email to firstname.lastname@example.org.
Can I transfer a domain that has just been registered at another registrar? / No, keep in mind that you can only transfer a domain after 60 days have passed since the last renewal, transfer or registration. If you have questions regarding your domain, please send us an email to email@example.com and we will help with your transfer request.
Can I transfer a domain that has just been renewed at another registrar? / No, keep in mind that you can only transfer a domain after 60 days have passed since the last renewal, transfer or registration. If you have questions regarding your domain, please send us an email to firstname.lastname@example.org and we will help with your transfer request.
Will the DNS servers change or get affected when I do a transfer process? / When you transfer a domain the DNS configuration you have under the same goes through intact. Remember that during the transfer process you won’t be able to make any changes on the domains DNS configuration.
Does the Hosting include Email? / No, the hosting service does not include Email. In the purchase process you will be asked if you want to add email accounts to your domain. These accounts are serviced as an independent service and will not use the resources from the Hosting service.
Do I need a domain in order to use the hosting service? / Yes, you need to have a domain in order to acquire our hosting service.
Hosting Renewal /
Renewals add one year to the previous expiration just like with domain names.
You can renew a Hosting package up to 15 days after the expiration of the service.
Late renewals (between expiration date and the 15 day grace period) will add a 1 year term to the initial expiration. Renewing late will not add additional time of service to the Hosting account.
15 days after the expiration we will terminate the hosting package. This will delete all the information we have on the hosting account, including courtesy backups, etc.
We don't provide backup services. If a hosting account is terminated, it is the owner of the account who must have a copy on file if he wishes to restore the information in the hosting.
Can I do redirections to other email services? / Yes, we allow a certain limited amount of redirections so that you can redirect your email to other accounts or to other services.
How much storage is offered? / We offer 25GB of storage space per email account. This is sufficient space for most needs, and it is one of the largest storage offerings in the market.
What backend infrastructure do you use? / Our services run with the support of Rackspace Email Services. Some of the infrastructure is provided by Rackspace and some of the infrastructure is provided by us.
Do you manage backups of the email accounts? / We manage some backups for your accounts. We suggest that you do your own backups and have contingent data in case of problems. We may be able to restore Email information in some cases. Please note that the backups we store may not serve you in all situations. We encourage you to also perform your own backups.
Email Renewal /
Renewals add one year to the previous expiration just like with domain names.
You can renew an Email package up to 15 days of the expiration of the service.
Late renewals (between expiration and the 15 day grace period) will add a 1 year term to the initial expiration. Renewing late will not add additional time of service to the Email package.
15 days after the expiration we will terminate the Email package. This will delete all the information we have, including backups, etc.
We provide a “best effort” backup service. We do our best to maintain a backup of accounts that have been deleted for 7 days after deletion. If an email account is deleted, we may be able to restore the account up to 7 days after deletion. Please note that this does not work for individual emails but only for entire accounts that get deleted.
Will you be offering SSL (Digital Certificates)? / We are not anticipating this offer but please contact us at email@example.com. We may be able to help you with this.