Troubleshooting

Start from the message in front of you, not from what you think broke.

What you see	Where to go
Verified contact required blocks checkout	Checkout will not let me through
Verification deadline expired on a contact	Checkout will not let me through
Code expired. Please request a new one.	Checkout will not let me through
A domain order failed and was refunded	A transfer in did not complete
{addon} is not available for .{tld} domains.	An add-on will not switch on
Changing the registrant for this domain incurs additional charges.	An add-on will not switch on
A DNS record with this name, type, and content already exists.	A DNS record will not save
This record is managed by DynDNS and cannot be modified manually.	A DNS record will not save
External nameservers active and the editor is greyed out	A DNS record will not save
NS or SOA missing from the type list	A DNS record will not save
A record you deleted comes back	A DNS change does not stick
A DNS change is not visible yet	A DNS change does not stick
A hostname resolves but is not in the record list	A DNS change does not stick
No price is available for this domain right now.	I cannot get a lapsed domain back
The domain's badge says Suspended	The domain says Suspended

Checkout will not let me through

The cart shows Verified contact required and lists what is missing. Almost always it is the phone number: the email on a contact is verified automatically when it matches your account's own verified address, so it is already green and the phone is not.

Fix it under Domains → Contacts on the Owner-C:

1. Verify phone sends a 6-digit code by SMS. It is valid for 10 minutes.
2. Type it into Enter verification code.

If you see Code expired. Please request a new one., the 15-minute email window or the 10-minute SMS window ran out. Request a new code rather than retyping the old one; the old one is dead the moment it expires.

Verification deadline expired is a different problem. A contact you create has 30 days to be verified, and past that it cannot be used for a new registration at all. Update the contact's details and verify it again, or create a fresh one and assign that as the Owner-C.

Full detail on Registering a domain.

A transfer in did not complete

A transfer is attempted after payment, so a rejected auth code shows up as an order that failed rather than as a validation error in the cart. The order retries a few times over about 20 minutes and is then refunded.

Causes, in the order they actually happen:

The auth code was wrong or had expired. Codes are issued by the losing provider and they do not last forever. Get a fresh one and order again; do not re-use the one that failed.

The domain was still locked at the losing provider. A transfer lock is enforced at the registry, and no code gets past it. Unlock it there first.

The extension does not use auth codes and the approval mail went unanswered. Where the auth-code box is replaced by No auth code needed – approval via email to admin contact (up to 15 days), the registry mails the domain's admin contact at the losing provider. If that address no longer reaches you, fix it at the losing provider before ordering.

The seller is another ITSH customer and has not answered. That is not a failure yet. See Transfers; the request sits for 14 days.

An add-on will not switch on

{addon} is not available for .{tld} domains.

WHOIS protection and the trustee service are offered per extension by the registry, and where the registry does not offer one there is no setting to change. .de has no WHOIS protection, for example. Switching an add-on off is never refused.

Changing the registrant for this domain incurs additional charges.
Please contact support.

Changing the Owner-C to a different legal holder is a chargeable registry operation, not an edit. Correcting an address or a phone number on the existing contact is not, and is done under Domains → Contacts.

A DNS record will not save

A DNS record with this name, type, and content already exists.

An identical record is already there. Two records can share a name and a type, as MX and TXT routinely do, but not all three fields.

This record is managed by DynDNS and cannot be modified manually.

A DynDNS token owns that hostname. Its records are deliberately kept out of the list so they cannot be edited into an inconsistent state. Manage it under DynDNS on the domain, or delete the token to take the hostname back.

The editor is greyed out with External nameservers active. The domain is pointed at nameservers of your own, so this zone is not the one being answered from. Edit at your nameserver provider, or switch back under Nameservers.

NS and SOA are not in the type list. They are maintained for you and are not writable. Existing ones show in the table marked This record is managed by the provider. To change which nameservers answer for the domain, use Nameservers, not an NS record.

Also worth knowing: Content cannot be empty, and the TTL dropdown offers six values with no free-text option. See DNS records.

A DNS change does not stick

A record you deleted comes back, or an edit reverts. Kubernetes Auto-DNS is on for that domain and is maintaining the record from your HTTPRoutes. Auto-DNS records are not marked in the list and nothing warns you, so the only symptom is the change undoing itself. Change the HTTPRoute, or switch Auto-DNS off. Only A, AAAA and TXT records are ever touched this way. See Kubernetes Auto-DNS.

A hostname resolves but is not in the record list. A DynDNS token is maintaining it, and those records are hidden by design.

A change is correct here but the world still sees the old answer. Resolvers hold the previous answer for the rest of its TTL, and lowering the TTL now does nothing for copies already cached. Check what is actually published rather than guessing:

dig +short www.example.com @1.1.1.1
dig +short www.example.com @9.9.9.9

If the two disagree, it is caching and it resolves itself. If both still return the old value long after the TTL, the change is not where you think it is: confirm the domain is not on external nameservers.

After a nameserver switch, allow up to 48 hours.

I cannot get a lapsed domain back

No price is available for this domain right now. Please contact support.

The registry is not offering a redemption for this domain, which usually means it is past the point where one is possible. How long that window is depends entirely on the extension.

A restore is also refused where a deletion was booked for a specific date rather than for the end of the period; that booking cannot be withdrawn. And a restore that is already running, or has already succeeded, is refused rather than charged twice. Details on Renewal, cancellation and restore.

The domain says Suspended

Two different things produce that badge.

A renewal payment failed. The subscription is suspended; the domain itself is untouched and still resolving. Update the payment method. See when a payment fails.

The domain was suspended by us, for an abuse report, a legal request, or unverified holder details. There is nothing you can change in the portal for this one. Contact support, which is also where the reason is.

What's next

• DNS records for the editor's rules in full
• Renewal, cancellation and restore for the money side