I just went through a frustrating time suck dealing with two outbound transfers at Register.com, and now that it has been resolved, I want to share it with you in case you come across the same issue.
I won two domain names at NameJet – SmartSpread.com and LegalVentures.com. The domain names were provisioned to my Register.com account. I generally try to consolidate my domain names at one registrar, so I unlocked these domain names and received the EPP authorization codes for transfers. I then initiated transfers to GoDaddy, which were denied due to the vague reason of “Unable to Verify Registrant Identity.“
I exchanged multiple emails with Register.com, had a 30 minute phone call with technical support, and exchanged several tweets with the Register.com Twitter account. There were a couple of times I was told the domain names were all set to be transferred, and when I retried the transfers, they failed again. Frustrating and a waste of time.
After appealing to the support team once more and requesting escalation, I received an email from Register.com informing me that the domain names were okay to transfer. According to the email I received, “there was a security lock in place (separate from the normal transfer lock).” I am not exactly sure why there was a security lock on the names, but the lock was removed. The domain names then transferred to GoDaddy successfully.
Based on this experience, I now know to request that customer support at Register.com remove the extra security lock on domain names prior to attempting to transfer them. This does not appear to be something I can control. I don’t think I have run into this issue before, so perhaps the necessity of an additional security lock can be reviewed by the Web.com team to remove friction from the transfer process.
I appreciate that Register.com support was responsive to me and answered my emails fairly quickly. I wish the issue was more clear to the front line technical support staff so the security lock could have been removed when I first submitted my ticket.