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Email Head Office
Tel: +44 (0)1908 200022, #2

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Email North American Office
Tel: 1-703-574-5313

Australia & Asia-Pacific
Email Australian Office
Tel: +61 755 245 575

Canadian Sales
Email Canadian Office
Tel: +1 416 900 1245

Global Customer Support
Email Customer Support
Tel: +44 (0)1908 200022, #5
Fax: +44 (0)1908 325192

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Frequently Asked Questions

Get Answers.

 

How do I change the DNS servers that my domain name uses?
The Domain Configuration sub menu accessed from the Safenames IDP menu contains links to areas of the IDP related to technical management of domains that are in the IDP.

The Modify Nameservers screen allows the user to choose which nameservers the domain name will be using. By default, the IDP will use idp365.net nameservers for all new domain registrations. This can be changed as required. The IDP default nameservers meet the requirements of all NIC’s (network information centre), so that all domains registered are able to use these nameservers. Please note that if you decide to use either your own or another provider’s nameservers, they might not meet the requirements to register or use all domain names.

To change the nameservers, access the IDP menu and click on ‘Modify Name servers’ button, then simply follow the four steps outlined below.

Step 1
Click on the domains you wish to make changes to from the Available Domain Names box. If you would like to make changes to multiple domain names, you can either click on each domain name and click add, or hold ctrl and click on each domain name so that multiple domains are selected, then click add.

Step 2
You now have three options for entering the nameservers. The first option is Use Default DNS, which will automatically fill the Hostname boxes with the information contained within the Default Nameservers fields in the View Customer Profile screen. Please note that by default, the information contained in the Default Nameservers field is the idp365.net nameservers. The second option is to use IDP DNS, which will automatically fill the Hostname boxes with idp365.net DNS. The third option is to manually enter in the Nameservers that you wish to modify.

Step 3
Enter in your name and email address to continue. A confirmation email will be sent to this email address notifying the user of the DNS change.

Step 4
Confirm that you accept the terms and conditions.
Please note that when you change the DNS for a domain name, the information on the original DNS does not automatically transfer to the new DNS. Unless the new DNS is updated, any services such as websites and email will not work once the DNS is changed.

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I have requested the DNS servers to be changed, but the change hasn’t happened yet. Why is this?
If the domain name has been requested for transfer to another registrar, prior to the request for the name server change, then the change will not happen. Also, some TLD’s do not allow the use of third party DNS servers, and some TLD’s require a specific technical setup on the DNS before they will allow the name server change.

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How do I modify the DNS Records for my domain name?
The Domain Configuration sub menu accessed from the My IDP menu contains links to areas of the IDP related to technical management of domains that are in the IDP. Access the ‘Edit DNS Records’ page to enter DNS records directly into the domains zone file. Please note that this service is only available if the domain’s DNS is on Safenames idp365.net. If this is not the case, you will receive the following message:

This domain's DNS has not completely transferred to IDP nameservers. Records added here will only become live once the transfer is complete. Click here to modify the nameservers of this domain to IDP DNS.

Then continue by following the prompts.

To modify a zone record, the user simply selects the domain name from the drop down box or types the domain in the quick search box. When the user clicks on Get Zone Record, the zone file will appear in a box below it. The box contains the complete zone file for the domain name.

The DNS records for the following actions are below.

To point your website (for example, www.mysafecompany.com) to an IP address of 62.232.10.132
www IN A 62.232.10.132
(Please make spaces between each set of characters)

To point your website (for example, www.mysafecompany.com) to a different domain name (www.mycompany.org)
www IN CNAME www.mycompany.com.
(Make sure you always end with a full stop)
Please note: You cannot point to a directory (e.g. www.mycompany.com/uk). You can only point to domains or sub domains.

To point the mail records to a mail server (for example called 'mail.mycompany.com')
IN MX 10 mail.mycompany.com.

To point the mail records to the IP address of 62.232.10.132 and call the mail server (for example 'mail.mycompany.com')
IN MX 10 mail.mycompany.com.
mail IN A 62.232.10.132

To point the mail records to 2 mail servers; (for example, 'mail.mycompany.com' having preference over 'mail2.mycompany.com')
IN MX 10 mail.mycompany.com.
IN MX 15 mail2.mycompany.com.

To create a sub domain called 'subdomain.mycompany.com' and host the sub domain on different DNS servers (for example called ns.server.net and ns2.server.net)
subdomain IN NS ns.server.net.
subdomain IN NS ns2.server.net.

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I have modified the record in the DNS, but it is not pointing to the correct address. Why is this?

DNS record changes will take approximately 24-48 hours to propagate across the internet. The DNS configuration utility in the IDP will only make changes to the records held on Safenames’ DNS servers. If you see the following message…

“This domain's DNS has not completely transferred to IDP nameservers. Records added here will only become live once the transfer is complete. Click here to modify the nameservers of this domain to IDP DNS”

…then our internal DNS lookup has established that the domain name you have selected is not using Safenames’ DNS servers.

If you receive an error message different that what appears above, please contact Safenames customer service for additional assistance.

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How do I redirect or forward my domain name to a different URL?

The Manage Web Redirects page can be accessed by either the My IDP menu, or the ‘Total Number of Web Redirects’ quick link under the IDP User Statistics section of the IDP Home page.

The following steps will show the user how to set up a redirect.

  • Click on Add Redirect (grey button)
    Select the domain name from the drop down box under the domain name column heading (the same domain can be selected more than once).
  • Enter in the redirect from column the exact URL you wish to redirect the URL from (by default this will be the exact domain name which will also redirect from the www sub domain of the selected domain name). You may enter a domain name (such as mydomain.com), a sub domain (such as uk.mydomain.com), or a directory name (such as www.mydomain.com/uk).
  • Enter in the redirect to column the exact URL you wish to redirect to (including the http://). You may enter a domain name (such as mydomain.com), a sub domain (such as uk.mydomain.com/index.html), or a directory name (such as www.mydomain.com/uk/index.html).
  • Click on update to add the redirect. Click cancel to return without saving changes.

To test the redirect, simply double click the test button. A new window will open with the URL which should automatically redirect to the stated location. If this does not happen, please see the FAQ below.

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I have added a redirect, but it is not working. Why is this?
Please confirm the correct error message below to troubleshoot.

“This domain's DNS has not completely transferred to IDP nameservers.
Records added here will only become live once the transfer is complete.”

The domain is not on Safenames IDP365.net nameservers. Although this is not always necessary for a web redirect to work, the IP address by default on Safenames nameservers is set to the IP address of our redirect server. Should you wish to use different nameservers, you must make sure that the A record for the domain or sub domain points to the IP address of our redirect server.
If you receive this error message....

“This domain does not have the correct A Record configuration.
The Redirect will only become live once the A Record has been set to the IDP redirect server.”

the A Record was not modified properly. The domain must have an A record pointing to the IP address of our redirect server. The IDP automatically checks to see if the default A record is pointing to Safenames redirect server, but it doesn’t check to see if the A record for sub domains point to the redirect server IP address. If you are using a sub domain in your redirect, you will not need to change your default A Record, only the record for the sub domain itself. You may still receive this message if you are using a sub domain, although the redirect should function perfectly. Please enter the domain in your browser to test the name that you are attempting to re-direct.

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How do I request for a domain name to be transferred into my IDP account?

The Domain Transfers sub menu of the My IDP menu contains all the options for domain transfers. The Domain Transfers sub menu contains the following;
Transfer Domain(s) In
Pending Transfers In
Transfer Domain(s) Out
Pending Transfers Out

The Transfer Domain(s) in screen allows the user to transfer a single domain or whole list of domains to Safenames quickly and efficiently.

Under step 1, select the client profile you would like the domains to go under. The details contained in this profile will be used as the whois information automatically if it is a generic domain (com, net, org, biz, info) or if the change of ownership box is checked under step 4 for CCTLD’s. After the client has been selected, type the domain names into the text box. If you have a list of domain names, this can easily be pasted into the box.

Under step 2 , enter their name and email address. You will receive confirmation by email that the request has been accepted.

Under step 3, check the tick box to confirm that you understand and accept Safenames Terms and Conditions. You will not be able to proceed with the transfer if this box is left unchecked.

Under step 4 you will have 2 options.
If you check the top box, the DNS for the domain name will be modified to Safenames IDP DNS directly after the transfer is completed. Only tick this box if you wish to modify the DNS of the domain name during transfer. Please note that doing this will not transfer the current records held on the existing DNS to Safenames IDP DNS. Please see the DNS configuration section of this section for more information.

If you check the bottom box, you will start the procedure of changing the current registrant details for the domain name to the ones in the client profile selected at the top of the page. Please note that a change of ownership fee will apply if this box is checked. For information about this fee, please see the ‘Show your Fees’ section located under the billing menu.

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My domain name has not transferred into my IDP account. Why is this?
Under the ‘My IDP’ menu and in the ‘Domain Transfers’ sub menu, there is an option for ‘Pending Transfers In’. This screen will show any outstanding tasks that must be performed in order to complete the pending transfer in.

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How do I request to transfer a domain name to another registrar?
Select Transfer Out from the My IDP out menu option. Check the box next to each domain you wish to transfer out. Also enter the IPS TAG where applicable. Enter your name and email address under step 2 and click the tick box to accept Safenames’ terms and conditions. Once you have completed this step, click “submit”.

On completion of the transfer out request, you will receive the auth codes for any domain names that require them, both on IDP page and by email. Any other requirements for the transfer out request will be completed at this stage as well.

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My transfer out request has not been completed. Why is this?

In order to enable a domain name for transfer out, the transfer out process must be completed, and any outstanding fees on the domain must be paid to Safenames. If your domain has still not transferred at this stage, you will need to contact the registrar you are moving the domain(s) to in order to find out why. Safenames cannot transfer a domain to another registrar, but can enable the registrar to transfer it themselves. Please note: You can only transfer out newly registered domain names 60 days after the registered date. Transfer out requests before this will leave the domain in pending status until the 60 days is up.

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How do I renew my domain name?

Once you have logged into the IDP system, you will see a series of links on the right hand page under “IDP user statistics”. Please select “domains due for renewal in 2 months”.  By clicking on this link will bring you to the main renewal page. 

You can then select the option to “RENEW” your domain and also choose the number of years that you would like to add to the domain registration.  Once you have done this, follow links to enter your personal information followed by payment information.  Once you have completed this process you will receive e-mail confirmation of your payment. 

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I cannot see my domain name in my IDP. Why is this?
If you cannot view your domain in your account then the domain may be deleted as it was not requested for renewal. And, the domain may be in the redemption period.

If you originally requested that your domain should be renewed, but have changed your mind and would like to renew the domain, please contact your account manager immediately or call +44 1908 200022.

To take your domain out of redemption if you let your domain expire please login to your IDP and go to “My IDP” then “Domain Management” then “Domain Renewals”.

Please select “redemption” in the “By status” menu and enter your domain then click “Search”. You will be able to take your domain out of redemption from here by following the online prompts.

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How do I change the e-mail address where renewal statements and other notifications from Safenames are sent?

In order to change your contact email address in our systems, you will first need to log into your IDP account. Once logged in, you can edit your account information by selecting ‘View Customer Profile’ from the ‘Account Management’ submenu of the ‘My IDP’ menu. The e-mail address that all notifications are sent to is listed under the ‘Organisation Details’. Click ‘Request Change’ and you will be asked to enter the new email address. An authorisation e-mail will be sent to the old address and you will need to confirm the change via this e-mail in order to complete this modification.

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How can I reset my password for my Safenames IDP account?
You can obtain the password for your account by following this link. Simply enter your username and complete the image verification and your password will be sent to the registered email address for that account.

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How can I retrieve the username for MY Safenames IDP account?

Please contact Safenames’ Customer Services on +44 (0)1908 200022, or by submitting a support ticket here.

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How do I verify my credit card when I place my first order with Safenames?

If this is your first time ordering a service from Safenames, you will be asked to verify your card details. At the end of your order you will be asked to download, complete, and return a form. You will be asked to supply a photocopy of your card in order to verify that you are the card holder. Please fax the completed forms to +44 (0)1908 325192 or email the form to support. On successful receipt of the completed form, Safenames will complete the requested service.

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Why have my domain registration orders not been completed?

Generic domain names (com, net, org, biz, info) are registered instantly, meaning that the time between the domain name being requested and the domain being registered should be within seconds. CCTLD’s (Country Coded Top Level Domains) may take between 1-31 days to complete from when the required documentation has been provided if applicable. To view if there is any outstanding documentation for the domain order, there is a link on the home page of your IDP that shows the total number of domain names that require documentation ‘Incomplete Domain Orders’. By clicking on this link you will be able to upload the documentation directly to Safenames. We will then use the information provided to complete your order.

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Why has my domain registration order been declined?
If you have received an e-mail telling you that your order has declined, it is most likely because the domain name was already registered by someone else. This is usually due to there being no DNS servers on the domain, which causes all domain availability checks to show the domain as available. If you believe that the domain name is in fact available for registration, please contact Safenames on +44 (0)1908 200022 or submit a support ticket from here.

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What is the Safenames TAG for .UK domain names?
Our TAG for .UK domain names is "SAFENAMES". When transferring .UK domain names to Safenames, please inform the registrar you are transferring away from of our .UK TAG.

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