soulshake

What contact info did you use? My partner is the author of this blog post, and neither of us has been contacted by Cloudflare that we know of. My original ticket number was 3029706 but it seems to have disappeared after the support platform migration.

Thanks. I just looked at your situation, and you're right, that was our mistake. I took action and replied to your ticket with details; hope that helps.

I'm not Alexis, but we just looked over your ticket together. I think the initial place where this became more complicated was the assumption made during the first reply to your ticket, which was that you had already exhausted the password reset attempts. You mentioned (here, not in the ticket) not receiving them; maybe we should have tried harder to figure out why the password reset option wasn't working for you.

At any rate, once that point is reached, we act with the security of the domain in mind. If the handle in question belongs to an individual and you have access to the email associated with the account, it's as easy as sending a copy of your ID. In this case it was a company handle, which requires some proof that you're authorized to act on behalf of the company.

This kind of situation is exactly why we offer reseller-type accounts (free of charge), which allow you to control your clients' domains and handles from one place, while leaving the domains in their name.

Given that there may have been an easier solution available, I'm sorry this went down the way it did. But at the same time, we don't think it's unreasonable to ask for proof of ID when you're trying to gain access to an account: We don't have access to any payment information that could reliably identify you, as it all goes directly through our payment processor. We understand when you explain the situation, but such explanations are all too often indistinguishable from social engineering, and so we take it a step further--for the sake of the security of people's domains.

We are humans, but we're paranoid humans, and a great deal of our customers appreciate that.

If you ever decide to give us another chance, you can reach me at aj (at) gandi.net. I can help you set up a reseller account (and do my best to restore your faith in us).

[Speaking for myself, not Gandi, and IANAL] To answer your question, I'd probably read the contracts of the other dealers, find their clause saying they reserve the right to take the car back for whatever reason they damn well please, sigh in helpless frustration at the state of contract law, and make my decision based on all available factors, including the actual experience of other people who purchased cars from that dealer.

Hello from Gandi! Thanks for the recommendation. You should contact our corporate services team, as they might be able to make this happen for you :) gandi.net/corporate

AFAIK it's a translation of the French contract. But we've seen this comment enough times that our legal team is now reviewing it.

Hi, if you were paying through our international payment processor, you should give it another try, as we have a payment processor in the US now.

And if you were paying through our US processor, I'd love to have the support ticket number to look into it, as we're really working to eliminate such payment issues.

Hi, AJ from Gandi. That sounds terrible, and not like us at all. Do you think you could provide the ticket number from the subject line of the support email so we can investigate further? For the record: we can provide a callback upon request, and we have live chat support as well.

Hi, AJ from Gandi here. Do you have the ticket number from the subject line of the support email? If we made a mistake like that, we should make it right.

Hi, AJ from Gandi here. To my knowledge, we don't shut down anything unless we are required to by law or there's spamming involved.

> "kernel isn't a place for feelings"

wow, you seem to feel pretty strongly about that thread

Sent!

Sent!

Sent

Sent

Let us know what you do with it :)

I have codes for:

[-] a free .SPACE

[ ] a free .CLUB

[ ] a free .WEBSITE

[ ] 85% off a .PRESS

If someone wants one, reply to this comment with your contact info.

[ ] = unused

[-] = sent but not used yet

[x] = used

Not sure what you mean by "holding them hostage," but we don't take down domains without a good reason. In the rare case that we do suspend a domain, we always tell you why. If that's not what happened in your case, please contact us or reply here with your ticket number so we can look into it.

AJ from Gandi here.

For the record, we found out about tld-list.com via this thread. We don't pay for advertising as a matter of principle. We don't even have an affiliate program (though we get so many requests for it that we're considering it).

@timbowhite: Nice work on the site. Feel free to contact us, we'd love to send you some swag! Is the code open source, by the way?

At Gandi, a single-address standard SSL cert is $16/12€ per year. The $50/40€ applies to multi-address certs (3 addresses)

The full SSL price list is here: https://www.gandi.net/ssl/grid

Hello from Gandi!

Our legal team says: "You have obviously cut a big part of the article of Gandi's contract. Many registries which operate new gTLD's are entitled to cancel domain names at their own discretion in the light of their national laws (many German registries retain the right to suspend domain names if they do not comply with the laws of the Republic)."

Anyone can write to our legal department directly at legal [at] gandi [dot] net; we're happy to answer any questions.

Hello from Gandi. The scenario you're describing sounds like a result of a change we made in 2006 when we added a new domain contact type. If so, we _can_ do something about it. Either way, we're not in the habit of messing up and refusing to fix it. If you have a ticket number from your previous exchange, we could go from there, or you can email me directly (aj@).

"If you’re a technology professional and have no idea what any of this means, we suggest you start your training by placing an order here."

Step 1: Give us your money. Step 2. ??? Step 3. Get it!

This is awesome, you are awesome, and we at Gandi would love it if you could contact us so that we may shower you with t-shirts, discounts, kittens, and other wonderful things we haven't even thought of yet.

It's not new: http://www.gandibar.net/post/2012/10/12/Why-does-Gandi-offer... TL;DR: those TLDs are more expensive because they're a pain in the ass and/or have to be handled manually, at least until they're integrated into our API.

domains4good.org

Hmm, that's a good idea. I'll see what we can do. Thanks :)

Gandi does have an office in San Francisco, but our registrar service is accredited and located in France. It is under EU law.

Those who have been following the industry's responses to the massively reprehensible, illegal dragnet surveillance will know better than to take any company at their word as they swear up and down that they care about their users' right to privacy. So I know this will be taken with a grain of salt (hell, I take it with a grain of salt and I work here)...

But as far as I know, and I've asked around, we _actually_ do protect our customers' privacy to the maximum possible legal extent.

The day I find out otherwise is the day I no longer work here.

This is me nodding in greeting and letting the legal team do their thing.

This is really good advice. Some additional things that come to mind regarding domains: - enable 2-factor authentication/IP-based login restriction, - disable password reset via email, - provide valid registrant data, in case you ever have to prove your identity - for the extra cautious, contact the provider and ask them to add a note to your file to be extra wary of any requests.

@jellicle, that doesn't sound like us. Can I look into your case further? If we messed up, we'll make it right.