Recuperar Domínio registado por outra pessoa

Por vezes existem situações que acabam por me revoltar de tal forma que me levam a vir escrever neste blog. Este é o meu primeiro post após 2 anos de ausência.

Recentemente fui contactado por um cliente que me solicitou ajuda na recuperação e transferência de um domínio .COM que seria de uma pessoa amiga e tinha sido registado junto da GoDaddy pelo anterior webdesigner que lhe concretizou o site.

Infelizmente o webdesigner não está contactável e estariam a ter alguma dificuldade em encontrar a pessoa em questão para poderem solicitar a transferência do domínio para outro fornecedor. Nada de novo, o que mais acontece são pessoas e empresas neste ramo a desaparecerem de um momento para o outro.

Consultando os dados WHOIS do domínio, verifiquei que apesar do domínio não ter sido registado directamente pela titular junto da GoDaddy, este estava registado desde 15 de Maio de 2008 contendo os dados da mesma listados como Registrant e Administrative Contact. O domínio encontrava-se também bloqueado para transferência (clientTransferProhibited).

Uma vez que os contactos “Administrative Contact” e “Registrant Contact” eram os da titular do domínio, incluíndo o endereço de e-mail que seria posteriormente utilizado para proceder à confirmação da transferência do domínio, contactei então a GoDaddy para solicitar os procedimentos a seguir para que o titular do domínio pudesse requisitar o código EPP e o desbloqueio do domínio, pensando eu que explicando a situação iria obter rapidamente as instruções para efectuar o procedimento.

Note-se que não solicitei o desbloqueio nem a chave de transferência, mas sim os procedimentos para o Administrative/Registrant Contact o solicitasse.

Infelizmente esta situação não aconteceu, uma vez que aparentemente a GoDaddy tenta sobrepor as suas políticas internas às políticas da ICANN.

Segue abaixo o histórico da conversa:

A product expert will be with you soon. Estimated wait time is 8 minutes. Thank you for your patience.
You’re chatting with GD Agent.
Teotonio Ricardo: Hi there
GD Agent: Hello and thank you for contacting Chat. My name is GD Agent. How can I help you today?
Teotonio Ricardo: A friend of mine has a domain registered via GoDaddy by other person who isn’t giving any feedback.
Teotonio Ricardo: My friend contact is listed as Admin Contact for this domain, but she doesn’t have any login at GoDaddy website.
Teotonio Ricardo: How can she request the EPP Code and Domain Unlock?
GD Agent: No, only the name listed as the registrant can do that.
Teotonio Ricardo: She is also listed as registrant
Teotonio Ricardo: Domain Name: DOMINIODACLIENTE.COM
Teotonio Ricardo: Registrant Email: E-MAIL.DA.CLIENTE@SAPO.PT
Teotonio Ricardo: Admin Email: E-MAIL.DA.CLIENTE@SAPO.PT
GD Agent: if you can provide the account number and PIN I can review more.
Teotonio Ricardo: She doesn’t have any Account Number/PIN. She is the owner of the domain, but it was registered by other person at GoDaddy.
GD Agent: registered by a Go Daddy employee or another Go Daddy customer?
Teotonio Ricardo: another Go Daddy customer
GD Agent: ok, can you contact them? I can’t access the account without that info.
GD Agent: Or you can have them contact us.
Teotonio Ricardo: that person is unreachable
GD Agent: I can’t help.
Teotonio Ricardo: Where can the owner of the domain request the domain unlock and EPP Code?
GD Agent: Once the transfer is purchased it will go to that email address you gave me, but without the account number and PIN I’m unable to access the account for further details.
GD Agent: They don’t request that. They need to unlock it themselves.
Teotonio Ricardo: You need to have an e-mail/procedure for this type of situations.
GD Agent: It’s like you are telling me you should have access to a house we are standing in front of… but we can’t get in because you don’t have the key.
Teotonio Ricardo: I’m not asking you the EPP Code. I’m asking you how can the “Administrative Contact/Registrant Contact” request you the unlock of the domain and the EPP Code. You can provide us an e-mail so the owner of the domain will contacting you from their listed e-mail address “e-mail.da.cliente@sapo.pt” and request this to be done or how can she get access to an area where she can do that.
GD Agent: The owner needs to access the account in order to do any of that.
Teotonio Ricardo: “Domain name is in “Lock” status (Registrars must provide a readily accessible and reasonable means for name holders to remove the lock status. Contact your registrar for assistance.)”
GD Agent: Meaning the person who’s account its in.
GD Agent: Technically, if its in another account they don’t own it. All the other account would have to do is change the contact info.
Teotonio Ricardo: What defines the owner of the domain? The Administrative/Registrant Contact of the domain listed in the WHOIS, or the GoDaddy customer who has its domain in the backoffice?
Teotonio Ricardo: I don’t think the policies of ICANN states what you are trying to tell me.
GD Agent: if the name on the registrant is the person who does not own that account, is the registrant. However, since its not her Go Daddy account, she can’t access the account. Which means we can’t.
GD Agent: She would need the Go Daddy account owner give you that info, or start the process themselves.
Teotonio Ricardo: If she sign-up for an account at GoDaddy, would it be possible for her to have the domain moved to his account?
GD Agent: Yes, but that would also require the other account owner to go into their account and set them up as an admin, as well as create a folder for the domain name she wanted them to have access to.
Teotonio Ricardo: https://www.icann.org/resources/pages/policy-2012-03-07-en
Teotonio Ricardo: Isn’t “Registered Name Holder” of that domain Ms. Nome da Cliente (e-mail.da.cliente@sapo.pt)?
GD Agent: Yes, that is correct
GD Agent: But that doesn’t change the fact that it’s not in her account.
Teotonio Ricardo: “Registrars must provide the Registered Name Holder with the unique “AuthInfo” code within five (5) calendar days of the Registered Name Holder’s initial request if the Registrar does not provide facilities for the Registered Name Holder to generate and manage their own unique “AuthInfo” code.”
GD Agent: Correct.
Teotonio Ricardo: “Domain name in Registrar Lock Status, unless the Registered Name Holder is provided with the reasonable opportunity and ability to unlock the domain name prior to the Transfer Request.”
GD Agent: And in order to issue the Authorization code, I need to enter that account, go into the domains manager, select the domain, and then email the code.
GD Agent: At the end of the day, her domain is in another parties account that we can’t access.
GD Agent: This is just one of several reasons to never place a domain you own in another account you don’t have access to.
GD Agent: I’ve seen web designers steal domains this way.
Teotonio Ricardo: So you are telling me GoDaddy doesn’t comply with ICANN policies?
GD Agent: Not saying that your person is that kind of person. Just saying that it’s a bad set up all together.
GD Agent: Yes, we do comply with ICANN, we just don’t let non account owners into accounts that are not their own.
GD Agent: I can’t comply with ICANN until you allow me to.
Teotonio Ricardo: It doesn’t matter if the domain is at other GoDaddy Customer account, if the WHOIS info lists “Nome da Cliente” as Admin/Registrant contact and she requests you the EPP Code, you need to provide it. Also for the unlock.
Teotonio Ricardo: You just need me to provide the procedure GoDaddy has for this type of situations. I’m sure isn’t the first time it happens…
Teotonio Ricardo: It’s like i have a car registered within my name, but you have a customer that rent you a garage and doesn’t allow me to get my car…
GD Agent: BINGO!
GD Agent: that;s exactly it.
GD Agent: you need them to open the garage to get your car back.
GD Agent: unless you have the key.
Teotonio Ricardo: Or i can get the police to open the garage…
GD Agent: If you are threatening legal action I have to direct you to the legal page of our website. I’m trying to assist you, but without the information I’m requesting I can’t access the account. It makes no sense to argue about ICANN because it doesn’t change this scenario.
GD Agent: step one: access account.
GD Agent: Actually, you don’t even need me for this. If you can enter the account you can email yourself the code.
Teotonio Ricardo: I’m not threatening you… the domain isn’t mine. I’m asking you for the procedure to share you my friend. If you don’t have a procedure for this type of situations, i can only tell him to report the situation to ICANN and fill a legal action to solve the problem and get the domain back.
GD Agent: If its your friend, you need to call them and get their account number and PIN.
GD Agent: when I want a friend to use my car, I have to give them the keys.
Teotonio Ricardo: My friend is Nome da Cliente, not the GoDaddy Customer who is retaining my friends domain.
GD Agent: then you need to contact that account owner.
GD Agent: they get to retain it until you get the information.
Teotonio Ricardo: I don’t know why GoDaddy acts like this. I have recovered several domains with other Registrars without having to pass by this… It’s sad GoDaddy doesn’t comply with ICANN policies.
Teotonio Ricardo: You should have an e-mail where Registrants/Administrative contacts would be able to contact you and request this changes.
GD Agent: We have a responsbility to secure the accounts of our customers. I wouldn’t let someone into your account without the proper info.
GD Agent: the request has to come from the account where the domain is. We do have a process.
GD Agent: Is there anything else I can assist with today?
GD Agent: Let me put it to you this way…
GD Agent: no, the car analogy is still better.
GD Agent: Are you still there?
Teotonio Ricardo: Yes, i’m
GD Agent: Is there anything else I can assist with today?
Teotonio Ricardo: Is there any procedure/e-mail where the Registrant/Admin Contact can reach GoDaddy and request the information she needs to transfer the domain?
GD Agent: Yes, this can be done 2 ways.
GD Agent: First, log into the account with the domain and under domain settings, you will see a link at the bottom of the page to email the EPP/Authorization code.
GD Agent: Or, you can call us and provide us the login credentials for the same account and we can send the email.
GD Agent: Either way, you need the customer # and PIN for the account that the domain is in.
Teotonio Ricardo: That doesn’t satisfies my answer. I will contact ICANN and clarify this situation.
GD Agent: I know, but I can’t change my answer just to meet your needs.
Teotonio Ricardo: Please, don’t take it personal. Its not my domain, just want to help a friend and don’t think GoDaddy is following the policies that needs to comply.
GD Agent: fair enough.
GD Agent: I’ve been here several years, gave up taking things personally a long time ago.
GD Agent: lol
Teotonio Ricardo: Nice to talk with you. Have a nice day 🙂
GD Agent: you too.
GD Agent: Thank you for contacting support and have a great day.
GD Agent: Thank you for using Live Chat. To help us serve you better, please take a moment to complete a short survey. It will display as you close the chat by clicking the chat bubble at the top right of the screen.

Ao contrário do que era esperado, foi-me indicado que era impossível o titular (Administrative Contact) solicitar o EPP Code e o desbloqueio da transferência. Apenas era possível obter esta informação com os dados da pessoa que tinha registado o domínio na GoDaddy, ou seja, o webdesigner desaparecido.

Durante esta conversa confrontei a GoDaddy com as políticas definidas pela ICANN, onde consegui de certa forma confirmar que realmente o Registered Name Holder era o titular legal do domínio, que neste caso seria a cliente.

O que esperava era que me indicassem um e-mail ou formulário onde o titular do domínio pudesse confirmar a sua autenticidade, enviando por exemplo um e-mail através do endereço associado ao contacto administrativo, uma cópia do seu BI/Cartão de Cidadão/Passaporte onde constasse o seu nome, uma cópia do Cartão da Empresa ou ainda um documento/fatura onde constasse a morada presente também no WHOIS.

Desta forma seria possível à GoDaddy autenticar o pedido e confirmar que realmente se tratava da pessoa titular do domínio.

Uma vez que aparentemente a GoDaddy não tinha nenhum procedimento para este tipo de situações, contactei a ICANN para comunicar o sucedido e confirmar se realmente a GoDaddy teria legitimidade no que me informou, assumindo que poderia ser eu quem estava enganado e a interpretar incorrectamente as políticas da ICANN.

Poucos dias depois de submeter este “report” junto da ICANN, recebi um e-mail com todos os detalhes, onde me era informado que o mesmo tinha sido redireccionado para a Registrar e que a mesma deveria responder a este assunto dentro de 5 dias.

Segue abaixo o relatório e a resposta da ICANN recebida por e-mail:

Dear Teotónio Ricardo,

Thank you for submitting a Transfer complaint concerning the domain name DOMINIODACLIENTE.COM. Your report has been entered into ICANN’s database. For reference your ticket ID is: XXX-016-XXXXX.

A 1st Notice will be sent to the registrar, and the registrar will have 5 business days to respond.

For more information about ICANN’s process and approach, please visit http://www.icann.org/en/resources/compliance/approach-processes .

Sincerely,

ICANN Contractual Compliance

############################################

The problem summary

Reporter Name: Teotónio Ricardo
Reporter Email: xx@xxxxxxxx.pt
Reporter Telephone Number: 351xxxxxxxxxx
Domain being reported: DOMiNIODACLIENTE.COM
Time of submission/processing: Fri Apr 24 19:13:00 2015
Applicable option: Registrar does not allow to transfer domain name

The reason why the transfer of domain name was not successful: The domain name is locked and the registrar did not update the status and did not provide me with means to update it.

Action performed regarding the authorization code (auth-code): I asked the registrar to provide me the auth-code, but it was not sent within the 5 days following my request.

Action performed regarding the lock status: I asked the registrar to unlock it, but the domain was not unlocked nor did I receive means to unlock it myself.

Comments: Dear ICANN,

I’m contacting you regarding a domain owned by a friend. This friend asked another person to register a domain, and that person registered it via GoDaddy.

It was originally registered in 2008 and at this moment this friend wants to transfer the domain to another Registrar and have total control of the domain.

Unfortunately, that person who registered the domain with GoDaddy isn’t reachable, which is making this process a nightmare for my friend.

My friend is although listed as Registrant, Admin and Tech contact with all his details listed in the WHOIS (Full Name, Address and E-mail Address).

Reading ICANN policies, i understand that the legal owner of the domain (Registered Name Holder) is the one who is also listed as Registrant Contact in the WHOIS database, and that Registrars should provide a way for the Registrant to unlock the domain and retrieve the EPP Code or provide that information/unlock the domain within 5 calendar days.

I’m not sure if i’m understanding the policies correctly, but please let me know if thats not the case.

In order to obtain the procedures to request the EPP Code and the Domain Unlocked with GoDaddy, i reached them via their Chat.

Unfortunately the information i got is that only the GoDaddy Customer who have the domain in his Control Panel can have that done and they can’t provide this information to the Admin/Registrant Contact without the Customer Number and PIN of the person who registered the domain with GoDaddy.

I would like to know if this is right and confirm if it doesn’t consist in a breach of the ICANN Policies.

Please be aware that GoDaddy didn’t asked for any Identification Proof to validate any Admin/Registrant Detail and only told us that the procedure wasn’t possible without the Customer Number and PIN of the GoDaddy Customer who is unknown by the domain name owner.

Would like to know if this GoDaddy Policie is compatible with the ICANN Policies for domain transfers.

Thanks

The whois at the time of processing is:

REGISTRAR WHOIS:
[Dados WHOIS do Domínio fornecidos pela Registrar]

REGISTRY WHOIS:

[Dados WHOIS do Domínio fornecidos pela Registrar]

############################################

Dois dias depois, recebo a resposta da GoDaddy relativamente a este assunto, onde me é dito que afinal existe um procedimento para este tipo de situações, algo que teria sido negado e ocultado no primeiro contacto estabelecido com a Registrar em questão.

Segue abaixo a resposta:

Dear Teotónio Ricardo,

ICANN has made us aware of the Transfer complaint you submitted on the registrant’s behalf regarding DOMINIODACLIENTE.COM.

Please be aware that GoDaddy does indeed have a process in place for registrants to gain access to domains in those circumstances when they may not have account access.

The registrant may submit a claim and upload the requested documentation at:

https://supportcenter.secureserver.net/ChangeRequest/Index

Once submitted the Change Department will reply and let the registrant know if anything additional may be needed.

Kindest regards,

Karen G.

Domain Services

É lamentável que uma Registrar como a GoDaddy não forneça de imediato os procedimentos correctos, tentando encobrir os mesmos e só os divulgando quando realmente é reportada a situação junto da ICANN.

Neste caso, uma vez que lido com várias situações semelhantes, tenho conhecimento de algumas das políticas da ICANN que ajudam a ultrapassar este tipo de situações, no entanto acredito seriamente que existem muitos titulares de domínios que não os conseguem resgatar devido a este tipo de ocultação de informações/procedimentos.

Espero que esta experiência ajude algumas pessoas a compreender a importância de manterem sempre os seus domínios na sua posse e os dados de WHOIS actualizados.

No ultimo ano foram mais de 50 os domínios que consegui recuperar para os seus reais titulares, no entanto, foram também vários os domínios para os quais não existia qualquer tipo de acesso ou dados que comprovassem a titularidade do domínio, impedindo a transferência dos mesmos.

Acredito que milhares de empresas são anualmente lesadas com este tipo de situações, uma vez que os seus domínios são utilizados em flyers, ilustração de montras e frota de automóveis, etc.

Ao perderem os seus domínios, mesmo que temporariamente, deixam também de conseguir receber as comunicações dos seus clientes, fornecedores e parceiros. Facilmente uma situação simples pode levar a perdas incalculáveis de dinheiro.

Foram também várias as empresas/freelancers que desapareceram e deixaram os seus clientes sem serviços e sem possibilidade de recuperarem os seus domínios. Muitos destes clientes só se aperceberam desta situação quando os seus sites deixaram de funcionar ou até mesmo quando os seus clientes indicam que não os conseguem contactar.

Se é titular de um domínio, é bastante importante assegurar-se que independentemente de qualquer situação que possa ocorrer, o seu domínio pode ser sempre recuperado.

Para aqueles que possam chegar a este post devido a estarem numa situação semelhante, saibam que poderá existir uma forma de recuperar os seus domínios. Na WebTuga, fornecedor de alojamento web onde colaboro, vamos sempre muito para além daquilo que nos compete para ajudar os nossos clientes na recuperação dos seus sites e domínios, pelo que não perde nada em contactar-nos.

2 thoughts on “Recuperar Domínio registado por outra pessoa

  1. Já me aconteceu uma vez algo semelhante,
    e realmente é muito chata esta situação.

    Obrigado, pela partilha desta informação que desconhecia,
    isto só revela que a Webtuga tem profissionais altamente competentes e bastante informados ^_~’

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