The Trials and Tribulations of Acquiring Domains on SnapNames

The world of domain acquisition can be a thrilling yet frustrating experience. Last month, I decided to dive back into the market and purchased 20 domain names through SnapNames, a platform known for providing access to expiring domains from registrars like Network Solutions and Register.com. However, what followed was a series of unexpected hurdles and time-consuming processes to actually gain control of these domains. It felt like navigating a labyrinth filled with outdated technology and perplexing procedures.

In my experience, many of the issues stemmed from what I perceive to be buggy systems. In comparison, GoDaddy Auctions appears to be built on far more modern and reliable code. The challenges I encountered highlighted the need for a more streamlined and user-friendly domain acquisition platform.

The Multi-Account Maze

One of the most significant issues I faced was SnapNames’ practice of creating multiple registrar accounts for the domains purchased. In my case, the 20 domains were scattered across five different accounts. This immediately created an administrative overhead that was entirely unnecessary. The simple act of trying to consolidate all these domain under one account became a major obstacle.

Each time a new account was created by SnapNames, I was forced to initiate a “forgot password” process to gain access. After gaining access, the next step was to merge these accounts into one manageable entity, provided that was even possible. The procedure itself, is fairly simple once you fully understand it and navigate the nuances (Network Solutions’ own instructions are sometimes not accurate). This multi-account approach seems outdated, cumbersome, and definitely not designed for the modern domain investor.

The .IO Domain Dilemma

Merging these accounts usually worked smoothly. However, in one particular instance, I encountered a cryptic error message that provided absolutely no context as to the problem. After investing over 30 minutes with Network Solutions support, including escalation to their “back office,” I discovered a peculiar limitation: accounts containing .IO domains could not be merged. The reason behind this restriction remains a mystery to me, but a simple error message stating, “You cannot merge accounts with .IO domains,” would have saved a considerable amount of time for both myself and the support team. Network Solutions suggested transferring the .IO domains individually to my primary account, but I soon found out that Network Solutions imposes a 60-day lock on new registrations, even for internal transfers. This further complicated the situation.

This limitation is difficult to understand. Why would a domain extension prevent two accounts from merging? This arbitrary rule and the lack of clear communication around it highlight the need for better system design and more transparent error reporting within the platform.

The Case of the Missing Email

I encountered another frustrating problem with some of the accounts. When I received the usernames from SnapNames, I immediately attempted to reset the passwords. However, the reset emails never arrived. I repeated this process multiple times over several days, with no success. Upon closer inspection of the obscured email address that Network Solutions claimed to be sending the reset emails to, I realized that the number of characters was different from my actual email address.

Somehow, Network Solutions had altered my email address, removing the plus sign from the address I use for filtering and organization (more on that later). This resulted in the creation of Network Solutions accounts using an incorrect email address. This seemingly small error had far-reaching consequences, effectively locking me out of my own accounts.

Security Measures and Identity Verification

When I contacted SnapNames for assistance with the incorrect email address issue, they directed me to Network Solutions. Network Solutions, in turn, informed me that I needed to provide a copy of my photo ID, a utility bill, and a notarized letter to regain control of the accounts. While I appreciate Network Solutions’ efforts to enhance its security measures in light of the increasing number of domain thefts, the prospect of spending even more time and money to visit a notary (especially during the pandemic) was extremely disheartening.

Furthermore, I was concerned because the Gmail address that Network Solutions used to create these accounts did not even exist. This presented a potential security risk. If someone were to send an email to the address listed in the Whois information and receive a bounceback message, they could potentially register that Gmail address and gain control of the domains. This was a serious oversight that required immediate attention.

Creating a Solution: The New Gmail Address

To address this potential vulnerability, I decided to register a brand new Gmail address that matched the incorrect address used by SnapNames. This unconventional solution ultimately granted me access to all of my domains. It was a relief, but it also highlighted the absurdity of the situation. I had to create a fake email account just to circumvent the flawed account recovery process.

The irony is that, despite Network Solutions’ intention of implementing robust security measures, their systems were actually creating vulnerabilities. A bad actor could have exploited this exact loophole to steal a domain, the very thing the enhanced security was intended to prevent.

The Moniker Mix-Up

The issues did not end there. I also had a lengthy back-and-forth with SnapNames support regarding a domain I was owed at Moniker. This problem was ultimately traced back to the incorrect email address issue, highlighting the cascading effects of this initial error. The fact that a single incorrect email address could cause so many problems speaks volumes about the fragility of the underlying systems.

Broken Ticket Systems and Endless Loops

To add to the frustration, Web.com’s trouble ticket systems were also malfunctioning, making it even more challenging to resolve these issues. The first support ticket I submitted to Network Solutions went through without any problems. However, subsequent tickets simply disappeared after submission.

After several attempts, the SnapNames support portal started displaying a security error. And when I clicked the support ticket link on the “Contact Us” page, I was redirected back to the same “Contact Us” page, creating an endless loop. I attempted this in both Chrome and Firefox, but the problem persisted.

Auction Oddities and Decrepit Systems

There were also other strange anomalies. For example, the Order History page displayed messages indicating that I had won auctions I did not actually win. This kind of inaccurate information adds to the confusion and undermines trust in the platform.

All these problems combined paint a picture of a decrepit system that is in dire need of an overhaul. It is clear that SnapNames is operating on outdated technology that is prone to errors and inconsistencies. This creates a negative experience for users and ultimately damages the reputation of the platform.

The Time Investment: A Significant Cost

It is essential to meticulously track domain acquisitions to ensure that you actually receive the domains you have won. It is also crucial to be prepared to spend a significant amount of time simply getting control of the domains you have already paid for. In my case, I estimate that I spent over 10 hours just navigating the various hurdles and resolving the issues described above.

This time investment represents a significant cost that is often overlooked. Domain investors need to factor in not just the price of the domains themselves, but also the time and effort required to manage them effectively.

Missed Opportunities and the Need for Innovation

Web.com is likely leaving thousands of dollars on the table every day due to its outdated bidding apps that do not send alerts properly and customers who are unwilling to endure the headaches necessary to gain control of the domains they win. Many potential customers might abandon the platform due to the cumbersome processes, resulting in lost revenue for Web.com.

A Call for a New Era of Domain Acquisition

I sincerely hope that Web.com, under its new Newfold Digital umbrella, will prioritize the creation of a new expired domain system that replaces SnapNames and NameJet. It is time for a new platform built from the ground up, leveraging modern technology and designed with the user experience in mind. This new system should be intuitive, reliable, and secure, eliminating the frustrations and inefficiencies that plague the current platforms.

The domain industry deserves a fresh start. By investing in innovation, Web.com can create a platform that not only benefits domain investors but also strengthens its position in the market and drives future growth.