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faq - frequently asked questions
Find instant answers to frequently asked questions. Browse by service name or search in our Knowledge Base for answers using a keyword and the service name. You will find answers to almost any question.
 
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domain registration - faq
Q.
 What is a domain name?
A.
The Domain Name System (DNS) helps users to find their way around the Internet. Every computer on the Internet has a unique address – just like a telephone number – which is a rather complicated string of numbers. It is called its "IP address" (IP stands for "Internet Protocol").

But it is hard to remember everyone's IP address. The DNS makes it easier by allowing a familiar string of letters (the "domain name") to be used instead of the arcane IP address. So instead of typing 75.126.194.250, you can type www.PinnaclePixel.com. It is a "mnemonic" device that makes addresses easier to remember.

Translating the name into the IP address is called "resolving the domain name." The goal of the DNS is for any Internet user any place in the world to reach a specific website IP address by entering its domain name. Domain names are also used for reaching e-mail addresses and for other Internet applications.
 
   
Q.
 How much do you charge for domain renewal?
A.
Domain Renewal prices are same as domain registration price for that TLD. In case it varies, then you will be informed with your order email.
 
   
Q.
 How can I restore my deleted Domain?
A.
You can restore your Domain within 30 days from date of deletion of that Domain by paying the Domain Restoration fee which varies from one TLD to other. You can place the Restoration request from your Pinnacle Pixel control panel.
   
   
Q.
 How can I renew my domain name?
A.
To renew you domain, follow the steps given below. Step 1: To renew and extend the registration term for your domain, please log into your (customer) panel of our website. Step 2: Once you have logged in, click on the Domains link on “My Page” or go to the Manage Domains page from the customer menu. The page lists all your domain names registered with Pinnacle Pixel. Step 3: Click on the link Renew icon for the desired domain name. This will navigate you to the Shopping Cart page. Step 4: Choose the term for renewal and please select a payment option as Cheque / Demand Draft or Credit Card. Step 5: Once you have confirmed the order, you will get an order code along with the amount that you are required to pay. After receipt of your payment, you will receive an acknowledgement for the same. You will also receive a confirmation of your Domain name having been renewed. Kindly note that it takes about 48 hrs for the Registry database to update the expiry dates and reflect it on the "WHOIS Search".
   
   
Q.
 For how many years can I renew my Domain name?
A.
You can renew for 1-9 years, for a total registration period of up to 10 years. For example, let us assume that today's date is April 30, 2006 and that your current registration period ends April 30, 2009. You have exactly 4 years remaining on your registration period. You can extend your registration period for up to 10 years by renewing today for 6 years. Let us take another example, assume that today's date is April 29, 2006 and that your current registration period ends April 30, 2009. You have 4 years and 1 day remaining on your registration period. You can extend your registration period to 9 years by renewing today for 5 years. If you tried to renew for 6 years, your total registration period would exceed, by 1 day, 10 years, which is the limit imposed by the Internet Corporation for Assigned Names and Numbers ("ICANN"). Therefore, we would renew your domain name registration by 5 years, which is closest to the number of years you asked for, without going over the ICANN limit.
   
   
Q.
 Can I renew my domain name after its expiry?
A.
Once your domain name expires; it enters a grace period of 7-15 days. Please note that there are no guarantees that your domain can be renewed after the expiry date, even if it is in the grace period.
   
   
Q.
 How much does it cost to register a Domain Name?
A.
 To view our pricing structure, see our website.
   
   
Q.
 When do I have to pay for my Domain Name?
A.
Before your Domain Name becomes active your credit details must be approved. This enhances the availability of Domain Names by preventing them from being tied up by persons not intending to pay for them.
   
   
Q.
 How do I change my billing information?
A.
To change billing information login to your account and go to the Manage Domains page. There select Change ABT details function. You can make changes to your billing contact information, billing address, email address and credit card information.
   
   
Q.
 Is my Billing contact information publicly available to others?
A.
No. Your billing contact information, including your credit card type, account number, and expiration date, will remain private and confidential. The privacy of customers is respected. We will not make your billing information publicly available or include it in WhoIs records. To view our Privacy Policy see our website.
   
   
Q.
Do I need to provide different billing information for each Domain Name or is one Billing Contact enough?
A.
Billing information associated with each Domain Name can be different or identical. You can assign the same billing contact to all Domain Names or one billing contact for all.
   
   
Q.
What if I have changed my mind and I don't want a Domain Name anymore. Can I get a refund?
A.
No. Your payment cannot be refunded. Under the service agreement, you own the Domain Name for the term you specified in the registration process. To refer to the Service Agreement see our website.
   
   
Q.
Why would I want to perform a Registrar transfer to PinnaclePixel?
A.
There are many reasons. Perhaps you are unhappy with the service or quality of your current Registrar and would like to be with one that suits your needs more. • Transferring domain names to Pinnacle Pixel allows customers to benefit from the management tools, competitive pricing and domain security offered by Pinnacle Pixel. • You will also be able to take advantage of our fast and easy-to-use facilities such as name server changes and ownership transfers.
   
   
Q.
 How I can transfer my already registered Domain to Pinnacle Pixel?
A.
For transferring a Domain to Pinnacle Pixel, you have to place a transfer request with Pinnacle Pixel along with the Auth Info Code/Registry Key for that domains and your domain will get transferred with a span of 15-20 days at most to Pinnacle Pixel which solely depends on: A) The status of the domain name at the time transfer in is applied i.e. the domain name should be active. B) The approval from the Administrative contact email id. C) Approval from the losing Registry for transfer away. Once approved your domain name shall get transferred to Pinnacle Pixel. The process of placing the transfer is: You can place this request by logging into your panel. Go to Search Domain page from the right menu link. On this page there is a link to the Transfer Domains page. On this page, provide the details of the domain name to be transferred to Pinnacle Pixel. And the domain name shall get transferred (subject to conditions mentioned above). Easy steps to transferring your domain name 1) Go to the Domain Transfer page (Search Domain ? Transfer Domain). Fill in the form below for the domain name or list of domains you want to have transferred. 2) You need to make payment for the order. We will send an email to the email address listed as the Administrative Contact of your domain to verify that you are the legitimate person to transfer the name. You must reply to our email before we will proceed with transferring your domain. 3) Your current registrar will send you a confirmation email to confirm your intention to have your domain transferred to us. It will be sent to the email address listed as the Administrative Contact information of your name. Please be sure that this email address is correct or updated. You MUST respond to this confirmation email within 48 hours or your domain transfer will be rejected. That's all you need to do! Once you approve the transfer and it has been completed, you are ready to begin using our services. Your domain name information (including DNS) remains unchanged until the transfer is completed so you will not experience any downtime. Important: Please do not send us your transfer order if your domain does not meet the following criteria: • Your domain is required to be with the current registrar for at least 60 days. If you have just registered or transferred your domain within the last 60 days, your transfer request will not be accepted. • Your domain cannot have an expired status. You are no longer the legitimate owner of your domain once it is expired. If your domain is expired, you must renew it with your registrar before sending us your transfer order. • Your domain's Administrative Contact information must be valid or updated. You must be the person listed in the admin contact of your domain and the email address listed in the admin contact must be valid or accessible by you. Note: Please be sure to read our Transfer Agreement when you transfer domain name to us. Auth Code is optional for .COM & .NET.
   
   
Q.
 What if a contact does not respond to the authorization email?
A.
The process of transfer would proceed only after we receive a confirmation for the same from you within 5 days. After that the request will be rejected.
   
   
Q.
 How much does a Registrar transfer request cost?
A.
The Registrar Transfer fee varies from one TLD to another. You will need to confirm with our sales executives about the rates. Alternately, you will also find the rate when you place a transfer request from the Pinnacle Pixel web site’s customer panel. You must also be informed that the registration term of the domain name is extended for one year as well.
   
   
Q.
Once a name is submitted for transfer, how does the process work and how long will it take?
A.
The Change Registrar process can take 15 to 20 days. Once you have submitted your request, the transfer process goes through the following steps. Step 1: After you make the payment, Pinnacle Pixel sends an email message to the Administrative Contact listed with the current registrar of the domain name requesting authorization for the registrar transfer. The Administrative Contact has 5 days to respond to the email message. Once the Administrative Contact authorizes the registrar change, the transfer request will be sent to registry for processing. In case the Administrative Contact denies the authorization or fails to respond within the allotted time, your transfer request is cancelled. Step 2: After the name has been transferred to registry, the losing registrar is notified that transfer request has been submitted. The losing registrar then has 5 days to accept, deny or ignore the request. Step3: Once the registry transfers the domain name to Pinnacle Pixel, the registrant and contact information is migrated into Pinnacle Pixel's WHOIS database and one year will be added to existing domain license.
   
   
Q.
What shall be the renewal period of my Domain when transferring from one Domain Registrar to Pinnacle Pixel, in case I have recently placed a request for renewal of my Domain, with my current Registrar?
A.
In case any customer has placed a request for renewal of his domain name with his old registrar and at the same time within a period of 45 days from the date of renewal from his existing Registry, has also requested Pinnacle Pixel to transfer his domain, then the renewal request made with the old registry shall be void. The request for transfer shall happen in its due course and if successful the offer of one-year free renewal shall take place by Pinnacle Pixel and not by the Old registrar.
   
   
Q.
Under what circumstances will my domain transfers can be rejected?
A.
There are a few very important conditions that must be met in order for your transfer request to be approved by your registrar: • Your domain is required to be with the current registrar for at least 60 days. If you have just registered or transferred your domain within the last 60 days, your transfer request will not be accepted. • Your domain cannot have an expired status. You are no longer the legitimate owner of your domain once it is expired. You must renew your domain with your registrar before sending us your transfer order. • Your domain's Administrative Contact information must be valid or updated. You must be the person listed in the admin contact of your domain and the email address listed in the admin contact must be valid or updated. • You need to reply to our verification email before we will submit your transfer request. • You must reply to your registrar's confirmation email within 48 hours. Your registrar will send you a confirmation email to confirm your intention to transfer your domain. It will be sent to the email address listed as the Administrative Contact of your domain. Your transfer request will be rejected by your registrar if you fail to reply to their email promptly. Please DO NOT send us your transfer order if your domain do not meet the first 3 conditions. Your transfer request will certainly fail if any of these 3 conditions are not met.
   
   
Q.
I have received the confirmation email from my registrar but I failed to reply on time.
A.
If you missed the 48 hours timeframe given by your registrar to reply to their confirmation email, your transfer request will be rejected by them. You can try to contact them and request that they accept your late reply. However, in most cases they will require you to re-submit the transfer request again. Please inform us when such situation occurs via contacting at support or opening a TT through your control panel at Pinnacle Pixel.
   
   
Q.
Can I transfer my domain from Pinnacle Pixel to a different domain registrar? Under what conditions can Pinnacle Pixel block transferring my domain name to another registrar?
A.
Yes, you can transfer your domain registered with us. However, this request can be blocked in any of the following situation: • the transfer request was initiated within the first 60 days of the original registration date • there is a dispute over the domain name • there is a pending bankruptcy of the domain name holder • there is a dispute over the identity of the domain name holder • there is some payment related issue
   
   
Q.
How can I transfer my domain name registered with Pinnacle Pixel to another registrar?
A.
There may be cases where you wish to transfer your Domain Names away from Pinnacle Pixel, to another Registrar. The following process will assist you in ensuring a smooth Transfer of your Domain Name to the Registrar of your choice. Step 1: Check if your Domain Name can be Transferred Before proceeding with the Transfer you are advised to first check if your Domain Name can be Transferred. The domain name will not be allowed to transfer in case Domain Name is less than 60 days Old, Domain Name has been transferred less than 60 days ago, You have ‘Locked’ your Domain Name, Pinnacle Pixel has applied a Lock or Hold on your Domain Name, or if the domain name is in Redemption Period or in the Pending Delete State, the domain name can not be transferred. Step 2: Apply for the Transfer at the New Registrar Once you have determined whether a Domain Name can be transferred, you will need to apply for the Transfer at the Registrar of your choice. Please refer to the New Registrars Transfer Process for the same. They will have certain steps to verify your identity and then place the Transfer Request on your behalf. Step 3: Respond to confirmation Mail sent from Registry Once the New Registrar places a Transfer Request, we will receive the same ourselves. In order to ensure that it is indeed an Authorized Person who has placed the Transfer request, e-mail will be sent to the Registrant and Administrative Contact of the Domain Name that we have on our file. This Registrant or Administrative Contact will need to follow the steps in the e-mail in order to execute the Transfer. If these steps are not followed within 5 days, the Transfer Request will be processed. Thus, if we do not receive a reply, it shall be considered a positive acknowledgement, and the transfer shall not fail unless the Registrant or the Administrative Contact explicitly denies the same. Once you have followed the above steps your Domain Name will be transferred to the New Registrar within 5 days after the Administrative Contact's Approval.
   
   
Q.
What is Restorable status?
A.
Restoration period is a 28-day period of grace, between the expiration and deletion of a domain. If a Domain Name is not renewed within 40 days of expiration, it goes into Restorable status for a period of 28 days after which it is deleted from the system. However, you can still restore the domain name, by clicking on the Restore button and paying the Invoice that is generated. Normally domains would be deleted at this point, but the Restorable/Redemption Period provides the owner with one last chance to recover the domain before it’s dropped and potentially re-registered by a new owner. It is a new policy started by ICANN and the Registry Operator, Verisign: http://www.icann.org/registrars/redemption-proposal-14feb02.htm
   
   
Q.
How much does it cost to restore the domain? What is the process?
A.
The Redemption/Restoration process is costly, both in fees and in effort. Registrants should be discouraged from using the Redemption/Restoration Period and encouraged to renew domains before expiry or during the grace period when a renewal can be conducted with the registry in real time and for no additional cost. To restore a domain, Click "Restorable Domains" link on the Manage Domains page. The restorable domain names are listed on the page. Click on the Restore button. This navigates to the Shopping Cart page. After making the payment, it takes approximately 1-3 business days to complete the entire process. Note: The domain can only be reverted back to the original Registrant (original WhoIs information).
   
   
Q.
I transferred my domain to your name servers today but my site is not coming up, why?
A.
Moving a domain name Name server can take a couple of hours to resolve globally. First, the central registry has to update their databases and over the weekends they can be a bit slow. This can take up to a day sometimes. Besides that, each and every ISP has to cache the new registry database and this can take a few days, although normally 1-2. Normally, a local ISP will only update their name servers once per day so even if Whois shows your DNS information updated, your local ISP may still be using yesterday's database. This always clears up after 1-2 days. The good thing is that it's usually only the domain name owner that will experience the caching delay. Normal site visitors that haven't visited your website recently will not have cached the old DNS information and will be able to get to your site even though you may not.
   
   
Q.
When I try to change my name servers, there is an error, why is this?
A.
The name servers might not be registered at the Registry, or you have entered the address of your name servers incorrectly. Please do not use the IP address of your name servers when you change the name server information of your domain in our Domain Manager. Use the hostname (e.g. ns1.nameserver.com) of your name servers instead.
   
   
Q.
Can I use other name servers besides those supplied by Pinnacle Pixel?
A.
Yes, you can use any name servers that you like, as long as they are already known to Verisign Global Registry and the registered domain name (with Pinnacle Pixel) is a domain name package only.
   
   
Q.
Can I modify the DNS server information?
A.
Yes. Once you have registered a domain name you can edit your DNS server information directly through the Manage Domains menu option. You then select modify DNS details and select the Domain Name. How long does it take for the changes to DNS information submitted through Manage Domains to take effect? Domain Name Servers must be registered with a central Registry, NSI Registry. Twice a day, at 11AM and 11PM the root and COM, ORG, NET zones are updated by NSI. This update includes all domain registrations and modifications up until then. The zones are then progressively placed onto the root servers (the servers that allow your domain to be available on the Internet). This takes between 24 hours and a few days.
   
   
Q.
What are sub-domains and how can I use them?
A.
A sub-domain is an extension of your registered domain name, such that it refers to the part added to the left of your original domain name, separated by the period (.) e.g. sales.netnames.com, where 'sales' would commonly be referred to as the sub-domain. They can be used to help you direct web traffic to specialized areas of your website quickly, by adding meaningful, easily remembered host names to your domain e.g. Domain/Sub-domain Name Points to www.yourcompany.com Home page products.yourcompany.com Product description page order.yourcompany.com Online ordering section investors.yourcompany.com Investors information section They can also be used in your email addresses to distinguish people within different departments or areas within your organization e.g. jack@sales.yourcompany.com office@order.yourcompany.com info@investors.yourcompany.com
   
   
Q.
How do I set-up my sub-domain?
A.
You need to login to your panel from our website. Select the 'Manage Domains' link. Once you are in the manage section select 'Add sub-domain'. Select the domain that you wish to add a sub-domain to and select the 'submit' button. You will then be taken through our normal ordering process to purchase these. Once complete and paid for you will receive a confirmation email detailing your order.
   
   
Q.
Who is the Administrative Contact?
A.
This person is authorized to make decisions on behalf of the owner and perform most domain management functions on behalf of the owner. The administrative contact is also the person or organization that answers legal questions about the Domain Name. Generally the owner or an authorized person from your company is the administrative contact.
   
   
Q.
Who is the Technical Contact?
A.
The person or organization that makes technical decisions about the Domain Name. This is the person who handles the technical aspects of your domain, such as hosting your web site as well as making decisions regarding IP addresses, and authoritative name servers for the Domain Name.
   
   
Q.
Who is the Billing Contact?
A.
The person or organization that is invoiced for registration and renewals. This is the person who is responsible for initial and recurring billing for the Domain Name. Keep in mind that it is very important to keep your billing information up to date.
   
   
Q.
Why do my Domain Name contacts need to become members?
A.
The domain contacts need to become members to be able to access the domain management functions and make changes to your Domain Name. Otherwise their access privileges will be restricted. For example, the Billing contact will need to renew the Domain Name. They need to login to be able to do this.
   
   
Q.
Will my name and contact information be publicly available?
A.
Information about who is responsible for domain names is publicly available to allow rapid resolution of technical problems and to permit enforcement of consumer protection, trademark, and other laws. The registrar will make this information available to the public on a "Whois" site. It is however possible to register a domain in the name of a third party, as long as they agree to accept responsibility -- ask your registrar for further details.
   
   
Q.
Who are the contacts for a Domain Name?
A.
When you register a Domain Name you are required to nominate the administrative, technical and billing contacts for your domain. These contacts can be individuals other than the owner. Once you have nominated your domain contacts, each contact will receive an email with their member ID. They will be prompted to visit the website where they have an option to change their password.
   
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