Symptoms: My domain name has not expired but it is not resolving and is showing a status of ClientHold on the WHOIS.
Resolution: ICANN introduced a policy in 2014 where the registrant contact details (domain owner) require verification in the following four scenarios:
1. Domain name is newly registered.
2. Domain name has been recently transferred-in.
3. The registrant contact details have recently been updated.
4. The WHOIS Data Reminder Policy (WDRP) has bounced, this email is sent annually to the registrant email address to remind the domain owner to check that the registrant contact details are valid.
In each of the above scenarios an email is sent to the registrant contact (domain owner) email address containing a link that you need to follow to verify the registrant contact details, if the link is not followed within 15 days the domain name suspended. This rule is set by ICANN and not us.
If you do not have access to the registrant contact email address that the verification email was sent to, you can update the registrant contact email address and receive a new verification email at the updated address by following the steps below:
1. Login to your Client Portal
2. Go to the drop-down menu Domains -> My Domains
3. Click on the Spanner icon for the domain that you wish to modify
4. Go to Registrar Lock and hit disable Registrar Lock - this is required to enable you to update the registrant email address.
5. Go to Contact Information and update the registrant email address.
6. Hit Save Changes
7. Go to Registrar Lock and enable the registrar lock
Once you have completed the above steps, you will receive a new verification email at the updated registrant email address. Once you have followed the link in the verification email, the domain name will be reactivated.
If you have any questions, please login to your Client Portal and submit a ticket to the HelpDesk.
