Help Center

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Frequently Asked Questions

PAYMENTS PROCESSING

Transfer options with Accept Pay

When a domain registration expires, your options for renewal vary based on when your domain expired. On Aug. 31, 2013, ICANN adopted the Expired Registration Recovery Policy (ERRP), which requires registrars to disclose important information to Registrants and prospective customers about expiration notices, fees and redemption procedures. All required information and disclosures currently exist in various locations throughout our website. However, as an aid to Registrants, this article contains links to all required elements in the new policy.

Each domain name extension and its registry rules can affect the renewal process once a domain has expired. Some domains, such as ccTLDs, may have special requirements for renewals.

We'll send multiple emails to notify you of expiration within the 30 days prior and 30 days after the expiration date of your domains.

Expiration timeline

Days after domain expiration What happens and what you can do
+1 day We'll try to auto-renew it, or you can manually renew for the standard renewal price.
+5 days We'll try to auto-renew again - but if that doesn't work, your domain gets parked: your site and email stop working. But you can still manually renew for the standard renewal price.
+12 days We'll try to auto-renew your domain one more time. You can still manually renew for the standard renewal price.
+19 days Domain goes on hold: it's still in your account but inactive. Manually renew with applicable redemption fee.
+26 days Domain goes to auction. You can still manually renew for the standard price plus the applicable redemption fee. You can also place your own bid.
+30 days If no active bids in the auction, the domain stays in your account but now it's expired. You can manually renew for the standard price plus the applicable redemption fee. If there's an active bid at auction, the domain can't be renewed.
+36 days Domain goes to a final closeout auction. Until there's an active bid, you can still manually renew for the standard price plus the applicable redemption fee. Once there's a bid, you can't renew the domain, but you can place your own bid.
+41 days Final closeout auction ends. You can still manually renew for the standard price plus the applicable redemption fee.
+72 days Domain is removed from your account and you can't renew it any more. You may be able to register the domain after the registry has released it, but Accept Pay can't advise when the registry will release a domain for registration.

 

Some domains, such as ccTLDs, may have special requirements for renewals.

Related steps

More info

Account requirements

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Manage password and account access

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Self-serve ordering and QR codes

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POINT OF SALE

How do I create items?

When a domain registration expires, your options for renewal vary based on when your domain expired. On Aug. 31, 2013, ICANN adopted the Expired Registration Recovery Policy (ERRP), which requires registrars to disclose important information to Registrants and prospective customers about expiration notices, fees and redemption procedures. All required information and disclosures currently exist in various locations throughout our website. However, as an aid to Registrants, this article contains links to all required elements in the new policy.

Each domain name extension and its registry rules can affect the renewal process once a domain has expired. Some domains, such as ccTLDs, may have special requirements for renewals.

We'll send multiple emails to notify you of expiration within the 30 days prior and 30 days after the expiration date of your domains.

Expiration timeline

Days after domain expiration What happens and what you can do
+1 day We'll try to auto-renew it, or you can manually renew for the standard renewal price.
+5 days We'll try to auto-renew again - but if that doesn't work, your domain gets parked: your site and email stop working. But you can still manually renew for the standard renewal price.
+12 days We'll try to auto-renew your domain one more time. You can still manually renew for the standard renewal price.
+19 days Domain goes on hold: it's still in your account but inactive. Manually renew with applicable redemption fee.
+26 days Domain goes to auction. You can still manually renew for the standard price plus the applicable redemption fee. You can also place your own bid.
+30 days If no active bids in the auction, the domain stays in your account but now it's expired. You can manually renew for the standard price plus the applicable redemption fee. If there's an active bid at auction, the domain can't be renewed.
+36 days Domain goes to a final closeout auction. Until there's an active bid, you can still manually renew for the standard price plus the applicable redemption fee. Once there's a bid, you can't renew the domain, but you can place your own bid.
+41 days Final closeout auction ends. You can still manually renew for the standard price plus the applicable redemption fee.
+72 days Domain is removed from your account and you can't renew it any more. You may be able to register the domain after the registry has released it, but Accept Pay can't advise when the registry will release a domain for registration.

 

Some domains, such as ccTLDs, may have special requirements for renewals.

Related steps

More info

How do I connect a digital scale to my POS?

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How do I manage discounts?

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How do I set my tax settings?

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How do I track my inventory?

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E-COMMERCE

What is your return policy?

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Eam id reformidans voluptatibus, ubique instructior vix ad. Te velit maluisset aliquando his, harum postea deleniti ius eu. Pri agam omnis sententiae eu, ne timeam eripuit sed.

How do I make a gift exchange?

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DOMAIN REGISTRATION AND RENEWALS

What happens when my domain expires?

When a domain registration expires, your options for renewal vary based on when your domain expired. On Aug. 31, 2013, ICANN adopted the Expired Registration Recovery Policy (ERRP), which requires registrars to disclose important information to Registrants and prospective customers about expiration notices, fees and redemption procedures. All required information and disclosures currently exist in various locations throughout our website. However, as an aid to Registrants, this article contains links to all required elements in the new policy.

Each domain name extension and its registry rules can affect the renewal process once a domain has expired. Some domains, such as ccTLDs, may have special requirements for renewals.

We'll send multiple emails to notify you of expiration within the 30 days prior and 30 days after the expiration date of your domains.

Expiration timeline

Days after domain expiration What happens and what you can do
+1 day We'll try to auto-renew it, or you can manually renew for the standard renewal price.
+5 days We'll try to auto-renew again - but if that doesn't work, your domain gets parked: your site and email stop working. But you can still manually renew for the standard renewal price.
+12 days We'll try to auto-renew your domain one more time. You can still manually renew for the standard renewal price.
+19 days Domain goes on hold: it's still in your account but inactive. Manually renew with applicable redemption fee.
+26 days Domain goes to auction. You can still manually renew for the standard price plus the applicable redemption fee. You can also place your own bid.
+30 days If no active bids in the auction, the domain stays in your account but now it's expired. You can manually renew for the standard price plus the applicable redemption fee. If there's an active bid at auction, the domain can't be renewed.
+36 days Domain goes to a final closeout auction. Until there's an active bid, you can still manually renew for the standard price plus the applicable redemption fee. Once there's a bid, you can't renew the domain, but you can place your own bid.
+41 days Final closeout auction ends. You can still manually renew for the standard price plus the applicable redemption fee.
+72 days Domain is removed from your account and you can't renew it any more. You may be able to register the domain after the registry has released it, but Accept Pay can't advise when the registry will release a domain for registration.

 

Some domains, such as ccTLDs, may have special requirements for renewals.

Related steps

More info

How do I transfer my domain to Accept Pay?

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How do I make a complaint?

Customer complaints procedure

We aim to provide all our customers with a high level of service. However, if for any reason you are not satisfied with the service that you have received from us, please contact an advisor who will investigate and respond to your complaint. If you are not happy with the response you receive and wish to make an escalated complaint, please follow our complaints procedure as detailed below. We give our commitment that your concerns will be fully investigated.

How do I make a formal complaint?

If you have made a complaint to an advisor and are not happy with the response that you receive then you can escalate your complaint. All complaints should be made to the manager.

Please send your complaint to:

James Anderson
AcceptPay Ltd.
86-90 Paul Street
3rd Floor
London
EC2A 4NE

Email: james@accept.io

Or telephone us on +44 (121) 468-4949

What happens next?

  1. When the manager has received your complaint, they will acknowledge it within two working days.
  2. We will then fully investigate your complaint and aim to respond within 10 working days.
  3. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
  4. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

What happens if I am not satisfied with the response I receive?

If you are not satisfied with the response that you have received from the department manager then you have a period of 20 working days, from the date of our response, to make an escalated complaint to the Managing Director.   If we do not receive an escalated complaint within 20 working days, we will consider the case to have been resolved.
If you wish to make an escalated complaint, please ensure that you include details of your previous complaint, and reasons for your dissatisfaction. You should receive a final response within 10 working days.
All escalated complaints should be made in writing and include the following information:

  • Your name and contact details and other information if appropriate
  • The details of the initial complaint
  • A clear description of your concern or complaint
  • What steps you would like us to take to resolve the issue
  • Please write “Complaint” clearly on the top of your letter or in the subject line of your email.

Please send your complaint to:

Philip O'Shaughnessy
AcceptPay Ltd.
86-90 Paul Street
3rd Floor
London
EC2A 4NE

Email: philip@accept.io
Telephone: +44 (121) 468-4949

What happens next?

    1. When the Managing Director has received your complaint, it will be acknowledged within two working days.
    2. We will then fully investigate your complaint and aim to respond within 10 working days.
    3. If the situation requires a longer investigation, we will contact you within 10 working days to inform you of this and let you know when you can expect our response.
    4. Your complaint will also be kept on file to enable us to monitor the number and types of complaints we receive.

Will you refund the shipping charges on my parcel?

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What do I do if the Gift Voucher I bought hasn't arrived?

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Why is the website product code different to my delivery note?

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FEES & PRICING

How can I purchase a gift voucher?

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Why have I received an email saying the item I've ordered is out of stock?

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How can I search to find products on the website?

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Can you tell me more about your Price Promise policy?

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WE'RE HERE TO HELP

We're here to help

Every guide is trained and excited to work with you, whether you need help with a password reset or you're looking for a team to build your complete web presence.

Abuse Complaints

If you need to make an abuse complaint about any of our customers or systems, please use the contact information below. If you contact us by email, we will respond to your email within an hour (during working days/hours).

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(+44) 121 468 4949