In some cases, you may not be able to reach your reseller despite trying to contact them through their email, phone or by submitting a ticket through their website. As a registrar, we carry the responsibility of making sure registrants are supported when resellers are unresponsive. We have a process to determine if your reseller is unresponsive, and we'll make sure you get the help you need.
Contacting the reseller
Ensure you've taken the steps necessary to reach your reseller before contacting Backlayer support.
- Confirm your reseller's contact information.
Note: Even if a reseller is out of business, they may still respond to your request and be able to assist you. - Make sure to reach out through phone, email and any contact information on the reseller's website.
- Give your reseller an appropriate amount of time to reply. Two business days should be enough, but response times may depend on ticket queues and other factors.
Contacting Backlayer support
If there are any issues between you and your reseller regarding your domain name, look into the Uniform Domain-Name Dispute-Resolution Policy and have an approved dispute-resolution provider investigate your case. Backlayer is not a legal arbitrator and cannot assist in disputes between resellers and their customers.
If you do not have a dispute with your reseller, have attempted to contact them via phone and email and have not heard from them in over two business days, you can reach out to Backlayer support. When possible, reach out to Backlayer support using the registrant email address. Send an email to support@Backlayer.eu to begin the process. Include the following in your email:
- Subject: "Unresponsive Reseller for [your domain]."
- Body: Include the domain name, the dates you contacted the reseller, and a brief description of your issue (need to transfer, update DNS records, etc.).
If the reseller has been responsive to Backlayer support, you will be referred to them for assistance. Otherwise, if you have attempted to reach them unsuccessfully, support will contact the reseller on your behalf. You will need to provide your name, phone number and email address for support to forward along to the reseller.
Important: Should your reseller respond to us at any point, Backlayer will no longer be able to assist, and you will need to work through your reseller. There are no exceptions to this rule. As we cannot interfere with resellers' relationships with their customers, you will need to resolve any outstanding issues with your reseller.
Reseller is unresponsive
If support has not heard from the reseller by phone or email in the previous two business days, we can move on to the next steps in the unresponsive process. The steps will depend on whether you have access to the registrant (owner) email address or not.
| If: | Then: |
| You have access to the registrant email address and want to transfer the domain to another registrar. |
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| You have access to the registrant email address and want to keep the domain at Backlayer. |
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| You do not have access to the registrant email address. |
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As a reminder, if the reseller reaches back out to us at any point, the domain will be left with them and they will need to assist you going forward.
