Help Centre Home Domain Names Policy

My domain name has been stolen, hijacked or transferred from me, what do I do?

Last updated: January 20, 2020

If your domain name has been stolen, hijacked or transferred but remains with Zuver you should contact us through your MyZuver by submitting a new ticket through your MyZuver account.

We can investigate this issue for you to provide as much information as we can within the realms of privacy law, however, we cannot guarantee reversal of actions – this will be determined at the time of investigation based on facts available to us.

In the event your domain name has been transferred to another domain name registry, the situation then falls outside of our control and you will be required to contact the governing body of that particular domain namespace.

It is rather unfortunate if you’re unaware of any unauthorised domain transfers, however, under no circumstances do we provide an unauthorised party access to your MyZuver account.

If the domain registration type is a gTLD (such as a .com or .net domain) you should consider ICANN’s dispute resolution process found here.

If the domain is a registration type is a .AU, you may go through auDA as per this link.

Common misconceptions:

There are several misconceptions where your domain name may appear to be ‘stolen’, however, there is usually a good explanation for this. Common scenarios are:

  • Your domain name has expired and lapsed into the registry. This is mostly due to not receiving the domain expiry notices, which we will legally always send, but it’s possible it went to an old address you no longer use. It is the registrant’s responsibility to update this and ensure its kept up to date.
  • Somebody has logged into your account (perhaps a friend, ex-employee etc), and has initiated a transfer of the domain to another registrar, or it has been moved to another account.
    This one is difficult because it’s hard to determine if the account was accessed criminally or if it was possible they had details to login to the account previously. It is best to submit a ticket to our team if you believe your account was accessed fraudulently.
  • Your domain name is a .AU domain name and your legal entity (ABN/ACN/BN) is no longer active, and a domain policy violation has been striked against you, to which it has been deleted as a result.
    AuDA will always reach out you if you have been striked with a violation, and it is up to you to respond and act accordingly. Failing to do so, will result in your domain being deleted.

If you need any assistance whilst following through with any of these processes, feel free to get in touch with us via a ticket or over the phone on (03) 8001 4100.

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