I purchsed a domain name. They rejected my payment for no obvious reason. When I raised the issue with the support team. They...展開
told me to purchase it again. Also, they told me to upload my Photo ID (ID , Dirver's License etc). I'm wandering why would they require this?
Anyhow, I sent them my National Identity Card and still I'm waiting for them to complete the process. Here is the exact email I recieved
"Dear Gandi customer,
Thank you for your mail.
Unfortunately, we have not been able to complete your order as requested.
Note that you will need to start your order over again in order for it
to be once more entered into our database.
To avoid another issue we require a copy of a legal and valid photo ID
(passport, drivers' license, national ID card) of the person who has
been declared as the registrant/owner of your Gandi handle
You may send these documents to us in PDF or JPG format by replying to
We remind you that by agreeing to Gandi's contract, you committed your
contacts and yourself to always provide full, accurate and reliable
If needed, to know how how to change your personal data, please click on
this link : http://wiki.gandi.net/en/contacts/update
Gandi Abuse team
I was a site5 customer since 2006. In 2017, a few months before my plan was scheduled to auto-renew for another two-year term...展開
, I switched my site to a cheaper plan. Site5 refunded the unused portion of my old plan; however, I did not realize until recently that they had never cancelled the billing for the old plan, and it renewed in 2018 for another two-year term even while my new plan for the same domain name was still active. My new plan also auto-renewed in 2019 for two more years. So for my last two two-year terms, I have been double-billed for the same website.
I was told via a site5 chat window that my old account could not be refunded while it is still active and was advised to place a cancellation request for my duplicate account, after which point a credit would be applied to my billing account. So that's what I did. When that request was processed, they cancelled BOTH plans and my web site ceased to function.
The following Monday morning I reopened a ticket and waited for a response. And waited. And waited. Finally, 66 HOURS later, I got a response. I was told that I had cancelled the wrong plan, that I should have cancelled the new plan instead, the one I had just renewed months earlier. Any mention of a refund is quickly met with a link to their refund policy, which essentially states NO refunds beyond the first 45 days for ANY reason. I can attest based on personal experience that "customer satisfaction" and "doing the right thing" aren't valid reasons.
So like many other site5 reviewers, I have noticed a decline in customer service the past few years. Their only support options are a ticket system or via chat window. It once was possible to call site5 and speak to someone local if an issue arose. Now, in their exact words: "As an Inbound Support Center, we do not provide a callback to our customers. I am sorry for it. We have discontinued the phone support."
One thing positive I will say about site5, their uptime is legitimately very good. Unfortunately, that alone isn't worth the slow and underwhelming support. There are too many other options. I switched to Complete Internet Solutions, which is not only cheaper with a price lock guarantee but provides quality customer service as well; my one issue was resolved via phone in less than an hour. I should have switched from site5 years ago.