Transfer issues [resolved]

[conceptskateboarding]

I used the upgrade form to upgrade my baby package to the aluminium reseller package. I was told that I can make my new domain the primary domain for this package and have the domain I was using on the baby package as a add on domain.

I was also told they can transfer and set this up for me for free. So i got a email saying I will be updated when it’s done. It was around 12 hours when i decided to look for a reply but I didn’t have any so I started the live chat to see if anyone can check my progress. I explained everything to the staff member and they told me "are you aware this will cost extra for this transfer" so I told him that the other person said it was free, so he went to double check this and said "it might cost extra" then after asking for a straight answer he said "it will cost extra" again so im really confused about what’s going on. He told me to explain this on my support ticket but i haven’t got a reply....

Any help would be great

Jack

[conceptskateboarding]

Will someone please answer my support ticket! Its taking hours to get repplies CJR-4978367

Thanks

[GatorDHanna]

Hi Jack,

I apologize about the delay in responding to your ticket. I just escalated your ticket to a system administrator for further investigation. You should be hearing back from someone very shortly.

One of the people in our transfer department explained the situation pretty fully to you. Basically, transfers are only for the primary domain name and do not include setting up or configuring addon domains. We can help you move the files, but working with addon domains can require extra steps that are beyond the scope of just moving files.

Hopefully this explanation is helpful to you. If you have any other questions about our transfer policies or procedures, don't hesitate to ask either here or in your ticket.

[GatorDHanna]

I checked out your ticket and it looks like you were able to work with one of our senior administrators to get everything resolved. Let me know if there is anything else we can help you with.