Troubleshoot - Domain Issues - Point2 Education

Troubleshooting Domain Issues

This section is designed to help you troubleshoot any issues you may encounter while registering, pointing, transferring, or managing your Point2 Agent domains.

Encountering Issues while Registering a Domain Name?

Issue: You complete the Domain Registration process and receive an error message.

Troubleshooting:

Ensure all information entered throughout the process is correct and complete.
Ensure that your credit card number and expiration date are correct.
Check to ensure that you have a Business phone number entered into the Edit Office area of your Online Office. To check this:

Login to your Online Office
Under the Admin tab, select Account Management
Then, click Edit Office
If you do not have a telephone number entered into the Business field, you must enter one.
Click Save to finish.

Verify that your credit card company allows for internations transactions. Some credit card companies do not allow international transactions as a security feature.
Try processing your domain again. If the issue persists, feel free to contact Point2 Agent Customer Care and they would be happy to assist you further.

*Please Note: Unprocessed requests may result in pre-authorizations for the amount of the transaction on your credit card. Pre-authorizations do not withdraw funds from your account; however they may appear similar to completed transactions on your statement. Point2 Agent does not actually bill you until the transaction has been completed and the domain is registered successfully.*

Encountering Issues While Transferring a Domain Name?

Issue: You've followed the instructions for transferring your domain to Point2 Agent, yet you receive an error message in your Domain Control Center and/or receive an email.

Troubleshooting: Error message received and actions to take below.

Domain Transfer Failed	Most commonly, domain transfer failures are a result of the domain not being unlocked at the current registrar. Or, the domain is too new to transfer. However, an email will be sent to you stating the exact cause, and what needs to be done in order to resolve the issue.
Awaiting Transfer Date	The domain is newer than 60 days and cannot be transferred. The transfer is waiting until the 60 days has passed and will begin the transfer at that time. The 60 day waiting period is a security feature common to most registrars.
Invalid Authorization code	The authorization code was entered incorrectly. Verify with your current registrar that the code you have is correct. Please note that you must enter the code exactly as you see it, as the field is case sensitive. Full instructions are here.
Transfer Failed	The transfer has not gone through. You can click the Retry Transfer button within your Domain Control Center. You will need to confirm the Authorization Code that is shown.
Transfer Declined or Expired	A transfer stays active for 30 days. If no action has been completed within this time frame, the transfer will expire. If you manually cancel the transfer, this status will show as well. In this case, you will need to restart the Domain Transfer process.
Pending Unlock/Hold Release	The domain is locked at the current registrar. You must contact them in order to have the domain unlocked.
Authorization Required	The Transaction ID, and Security code have not been entered yet. Full instructions are here.
Transfer Interrupted	The transfer has been stopped, however you can click on the Retry Transfer button in the Domain Control Center.

Issue: You have just transferred your domain and the process has been successfully completed, however your domain is not working with your Point2 Agent site.

Troubleshooting: Most likely the Domain Name Servers were not changed previous to transferring the domain to Point2 Agent. You will need to login to your Domain Control Center and update the Domain Name Servers.

Encountering Issues While Pointing a Domain Name?

Issue: You've just pointed your domain, but it does not work with your Point2 Agent site.

Troubleshooting:

Allow 24-72 hours for the domain to start working.
Verify that the Name Servers were updated correctly at your Registrar.
Contact Point2 Agent Customer Care to ensure that the domain was properly added to your account.

Issue: Your domain worked with your Point2 Agent site previously, but all of a sudden it is not working.

Troubleshooting:

Check to see that the domain is pointing properly to Point2's Name Servers, this can be done at www.who.is.
Verify that the domain is active and has not expired. If your domain is hosted with Point2 Agent, you can do this through your Online Office under the Domains and Email tab. If it is hosted elsewhere, you will need to contact your registrar.

Issue: You have just pointed your domain and it works fine, however your email has stopped working.

Troubleshooting:

If you would like to continue using your current email service provider, follow these instructions.
If you would like to set up your domain associated email through Point2 Agent, view the instructions here.

Issue: You've pointed your domain to your Point2 Agent site, however it is pointing to the wrong page. (With Professional and Premium accounts, you have the option to point domains to different pages or listings) To resolve this issue:

Troubleshooting:

Login to your Online Office
Under the Domains and Email tab, click on Manage Domains and Aliases
Locate the domain that you wish to have pointed to your Home page
Using the radio button, select Web Page
Using the drop-down menu next to your selection choose Home page
Click Ok to save

My Domains

Issue: You have domains associated with your Point2 Agent site, yet they are not showing in the My Domains list

Troubleshooting: Only domains that have been purchased through, or transferred to Point2 Agent will show in this list. If you have pointed your domains to your site from an outside domain host, they will not show.

Should the above troubleshooting steps not resolve the issue you are experiencing, please feel free to contact our Customer Care Team for further assistance.