Two domain tasks generate more support tickets than any others. Here is what actually has to happen for each.

Transferring a domain in

Before a transfer can start, the customer must do the following at their current registrar:

1. Unlock the domain — remove the registrar or transfer lock.
2. Obtain the EPP or authorisation code.
3. Disable WHOIS privacy temporarily, as many registries reject transfers while it is active.
4. Confirm the administrative contact email is reachable — the approval request is sent there.

They then order a transfer in your client portal and supply the EPP code. Transfers typically complete in five to seven days, and the registry will not be hurried. A transfer also normally adds a year to the registration term.

Why transfers fail

• The domain is still locked, or the EPP code is wrong or expired.
• The domain was registered or previously transferred within the last 60 days — the registry will refuse until that period has elapsed.
• The domain has already expired.
• The approval email was never actioned.

Private child nameservers

Child nameservers let a customer run ns1.theirdomain.com instead of pointing at yours. They are registered as glue records at the registry, mapping a hostname under the domain to an IP address.

1. The customer opens the domain in their portal and chooses Private Nameservers.
2. They register each hostname against the correct IP address.
3. They then set the domain to use those nameservers.

Registration and use are two separate steps. Creating the glue record does nothing on its own until the domain is actually switched to use it, which is the point most customers get stuck on. Allow up to 48 hours for propagation.