I ran into a login issues at Moniker this weekend, and I was fortunate to call them first thing this morning and have it resolved (as far as I can tell) by technical support. Based on what I read in the comment section of yesterday’s blog post as well as comments on Domain Name Wire and OnlineDomain.com, others seem to be having issues with Moniker as well. The company upgraded and updated its platform over the weekend.
For my company, the timing on this issue is not good, and I hope my issue is really resolved and doesn’t impact my account beyond the login trouble I faced. I am in the middle of a sale involving a domain name at Moniker, and the payment should clear by tomorrow. I had requested the authorization code and unlocked the domain name last week, but for some reason the name was locked when I logged in, and I was assigned a new EPP auth code for the transfer out. Luckily, the customer support person was very nice and she guided me through the process of unlocking the name and requesting the authorization code.
This afternoon, Moniker posted an update on its Facebook page, which I have shared below in its entirety. Hopefully, the issues that have been impacting customers will be resolved ASAP.
To All Moniker Customers,
This past weekend we launched a completely new Moniker experience which involved the release of an entirely new Moniker website and customer portal. Our goal is to increase the products and services we offer while at the same time maintaining a robust set of tools that enable clients to effectively manage their Web properties in a single place.
During this migration period unfortunately there appear to be some instances where clients have been charged for renewals they did not authorize, and cases in which domains are not visible in a customer’s account. We want you to know unauthorized charges of domains will be refunded as soon as possible. In addition, if you are missing domains in your account, they are not lost; they are not appearing for technical reasons which should be resolved in the next 24-48 hours.
As you can imagine, these issues have caused a significant increase in call volume to our support staff and we are working diligently to resolve each and every case. We are working around the clock to resolve your questions and concerns expeditiously.
We understand the concerns our customers are facing and want you to know that if you have any questions, concerns, or comments, please contact support at:
Toll free in the U.S. and Canada: 800-688-6311
Outside the U.S. and Canada: 954-607-1294