FAQ: Valet transfer service (Updated Aug 2015)

What is it?

Our valet transfer service is a no-hassle transfer service where a Hover Customer Adviser handles most of the messy details for you. All you need to do is contact us and provide us with your login credentials for your current registrar, and we can take care of the rest for you. Better still, our valet transfer service is free. Whether you'd like us to transfer one domain or many, the only thing you pay for is the cost of the transfer.

To request a valet transfer, just give us a call (1-866-731-6556 Monday - Friday 8am to 11pm Eastern, Saturday and Sunday 8am to 8pm Eastern) or send us an email at help@hover.com.

How does it work?

When you contact Hover about using our valet service to transfer a domain, the Customer Adviser will ask you for the following information:

  • Names of the domains you want to transfer.
  • Name of your current (losing) registrar.
  • Username and password of your account at the losing registrar.
  • Whether you have web hosting and/or email at the losing registrar.

Tip: If you are an existing Hover customer, you can simply email us from your primary email address and include this information to open a Support request.

We can transfer your email when we transfer your domain name. Hover does not provide web hosting services however, so if your site is hosted at the current (losing) registrar, you should let them know that you will be transferring the domain, but that you want to continue to use their hosting service.

The Customer Adviser will create a Hover account for you if you don't already have one. You will need to add or update the billing information on account (we do not accept PayPal for transfers).

The Customer Adviser then sends you an email with a summary of the pertinent information including the price for the transfer, and asks you to confirm that everything is correct and that you want to proceed. Once we receive your confirmation, the Customer Adviser copies over the DNS details, updates the nameservers, turns off Whois Privacy and Domain locking, and initiates the transfer at the losing registrar. The Adviser will email you to to let you know that the transfer is underway.

You may receive email from your current registrar asking you to confirm that you want to transfer the domains away from them. If you get such an email, you must respond to authorize the transfer; otherwise, it will be canceled.

Once the transfer completes, the Customer Adviser will let you know.

Notes:

  • Some registries add a year when a domain is transferred, in which case you will be charged for a one year renewal in addition to the transfer fee.
  • If the domain is expired, we might not be able to transfer it.
  • Domains that were registered less than 60 days ago, and domains that were transferred within the last 60 days, are under registry lock. If the domain you want to transfer is within that 60 day lock period (that is, it was registered or transferred less than 60 days ago), we will not be able to transfer it until after the 60 day period ends.

 

How long does it take?

The entire process may take 5 to 7 days from the time that Hover initiates the transfer with the losing registrar. This includes the time it takes to get authorization codes, copy over any necessary DNS settings, and update the nameservers. It can take up to 24 hours for nameserver changes to propagate throughout the Internet, after which the Customer Adviser will unlock your domain and turn off privacy. Sometimes the losing registrar will send you an email asking you to confirm these changes before the transfer process can continue.

Rest assured that the Customer Adviser will be following up throughout this time to keep you updated on the status of the transfer. 

 

 

Have more questions? Submit a request

20 Comments

  • 0
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    Victor Steeden

    Hi. I'm not in the USA, so calling the support number is not conducive. Can I use live chat or email to request this service?

  • 0
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    Shanna Millman

    Victor, you can certainly email us at help@hover.com or give us a call at our International Toll Free number +800-371-69922 ext 2050.

  • 1
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    Hergen Spalink

    I use Google Apps for Business on several of my domains that I wish to transfer over.  Will the valet service also make sure the MX records, TXT etc. are also carried over?

  • 0
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    Blair M

    Hi Hergen, 

    Thanks for the note.  Yes, with the valet service, we copy over all your DNS records ahead of the transfer and get everything up and running on our servers first, then we transfer the domain(s).  You shouldn't notice any downtime to your services during the transfer process.

    Feel free to send us an email to help@hover.com any time and we can get started on this for you. 

  • 0
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    Al Giacomucci

    After you copy the DNS records, will they be visible in my account - so I can verify the accuracy of the process?

    If it takes up to 24 hours for the name server changes to propagate throughout the internet, doesn't that allow for a period of time when a name might not resolve at all?

    Can the transfer be scheduled for a certain time period - lets' say weekends or a particular day, afternoon  or evening?

  • 0
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    Joel Pais

    Hi Al,

    Sorry for the delay here. I'll answer your questions in the appropriate order.

    Yes, the copied DNS records will be visible from within your Hover control panel, and you will be able to verify the accuracy of those records.

    No, the domain will resolve between the old nameservers and the new ones until fully propagated. As long as the old DNS control panel remains active after the nameserver switch, there will be no downtime.

    The transfer can be initiated at any point. Please keep in mind that our hours at 8am-8pm EST (Monday-Friday), and 10am-6pm EST (Saturday-Sunday).

  • 0
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    Frank Isernhagen

    @potential customers:

    My domain transfer valet service started more than a month ago, I stopped counting the related mails, and it is still not finalized, as of today two domains seems to be lost, the support isn´t answering for - 10 days as of today - to any attempt contacting them. If you plan to move any non standard domains such as .de or .eu just to name two.

    Based on my experience with hover.com I highly recommend anyone planning to change to hover.com being either extremely patient while having a website that nobody will miss or considering your attempt to choose hover for those domains and prepare for it carefully.

    @moderator: the related ticket id is #812798 - looking inside that ticket online all my messages was received the last one is - another - summary of the current status.

  • 0
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    Brian Cabral

    Hi Frank,

    Sarah sent a reply to your email yesterday and she is currently working on getting this resolved for you. Setting up custom DNS records for a multiple domain valet transfer does take additional time to process and we are certainly working to get this resolved for you as soon as possible. Please feel free to reply to the email Sarah sent or give us a call at 1 866 731 6556, if there's anything we can help you with in the meantime.

  • 0
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    Christopher Little

    I selected all of my godaddy domains -- 30+ domains -- for valet service and now am getting a LOT of emails. The emails tell me I have to click thru to approve the transfer for each one individually, but when I do, it takes me to a screen with "add to cart" or "valet service" -- and I thought I was already doing the later... When I click on use valet service, it takes me to this page. I'm confused.

  • 0
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    Michael Fich

    Hi Christopher,

    When you click on the "Use Valet Transfer" button on the transfer page, it is just a link to this page.  To use the valet transfer service, you just need to reach out to us via phone or email to get that underway.

    I see that in your case it appears that Tracy is already helping you with your transfers and she has been in communication with you about proceeding with your transfers.

    If you encounter any issues, please let her know by sending her a reply to the latest email she has sent you!

  • 0
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    Cassie Bone

    Hi there!

    I have a GoDaddy domain I want to move to Hover - I'm still within the 60 days but I have unlocked my account and have the EPP code. How do I go about transferring to Hover? Thanks!

  • 0
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    Michael Fich

    Hi Cassie,

    If you are interested in using our valet transfer service, it's best to give us a call or contact us at help@hover.com to proceed.  However, if you are just looking for general directions for transferring a domain name over from GoDaddy, we have an article written up which can be found linked below.

    Hover | How to transfer a domain from GoDaddy

    I'm sending you an email to follow-up to see if I can be of any assistance with your transfer.  Please feel free to send a reply if you have any questions which I may be able to help with.

  • 0
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    Jay Holtslander

    @Shanna Millman 's response listed an international toll free number for support. Is there a typo in that? Because it looks like it has one too many digits.

    eg: 1-800-371-6992*2*

  • 0
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    Terri-Leigh H.

    Hi Jay

    The extra digit on the International Toll Free number is needed for most countries outside North America. If you need to reach us from Canada or the US - please use our regular toll free number at 1-866-731-6556. 

    Thanks

  • 0
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    Todd Johnson

    I started the Valet Transfer services over month now and the domain still hasn't been transferred. And no outcome after posting on the forum previously and sent emails. Really considering not even bothering and going somewhere else.

  • 0
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    Terri-Leigh H.

    Hi Todd

    We have followed up with you via email regarding your transfer. Sorry for the delay in getting back to you. 

    Thanks

  • 0
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    Hassen Fawaz

    Five days later and my valet request is still waiting to be assigned. My domain name has expired and still no one has even responded to picked this up? What kind of joke is this valet service when almost a week has gone by and no one at hover has even looked at it. No email, no domain, nothing. Pathetic! Sorry Hover, you dropped the ball and I'll be taking all my domains to a place where they offer services that they follow through on. 

  • 0
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    Terri-Leigh H.

    Hi Hassen

    We are experiencing a high volume of requests and are behind on reaching out to customers. I'm sorry we couldn't get back to you in time to complete the transfer. I can see Rachel has followed up with your email request to help you further with your next steps.

    All the best

  • 0
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    Ruggero Alì

    Hi, I bought the domain cutra.net and I should pass it to bigcartel, how should I do? It's very urgent! I tried to call the international number, I call from Italy, but no one answers

  • 0
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    Terri-Leigh H.

    Hi Ruggero

    Thanks for posting about connecting your domain. I've sent you over an email response for the next steps to complete the connection to BigCartel. Please look out for my response.

    Cheers!

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