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Cant log in to email and cant log in to gandi after purchasing an email/domain through you. Please Help..

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  • Posljednji odgovor poslao Stans

root.32research
root.32research
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So on July 5th I purchased an email/domain through Thunderbird from Gandi. After purchasing and going through all the steps in thunderbird it gave me an error message and a second tab opened showing the error log of the transaction/invoice but it was just an image of my invoice and no errors were present on the image shown. I then tried to log in to it and was unable to do so with the passwords I created it with. I contacted Gandi and they confirmed I did indeed buy the domain on july 5th but said I should contact you all regarding registering my domain and also issues with configuring my email. They told me that I would need to provide them with a photo copy of my personal id/license gain access to all that which is in my opinion quite scary to do and feel there must be a reasonable answer for all this that I am missing as it shouldnt be this hard unless im just tech-tarded (which I probably am).

Here is the last email response I received from Gandi regarding the matter.

"Hello Justin,

Thank you for your detailed reply.

For your information, in order to obtain a @xxxxxxxxx.site mailbox, it is necessary to register the corresponding domain truephoria.site. In your case, it seems like you were purchasing the mailbox directly through Thunderbird, which may have acted like a reseller that in turn used the information you provided to register the domain with us. Therefore, we are in charge of your domain, but regarding the registration of the domain and the set up of the mailbox, we invite you to first get in touch with Thunderbird's customer support to figure out the details.

We can confirm that on our side, the domain truephoria.site was successfully registered until July 5, 2021.

However, like you said, we have strict regulations when it comes to account privacy. Therefore, we will not be able to directly give you the Gandi account / password that will allow you to modify the mailbox / domain on Gandi. However, please send us a copy of your ID / Driver's license / passport, so that we can proceed with further assistance to help you update / gain access to your account.

Best regards,

Daniel Gandi.net"

I have been unsuccessful in finding any direct communication routes for you all so I decided to post this publicly here in hopes that someone will see it and get in touch with me directly.

Thanks in advance, Justin

So on July 5th I purchased an email/domain through Thunderbird from Gandi. After purchasing and going through all the steps in thunderbird it gave me an error message and a second tab opened showing the error log of the transaction/invoice but it was just an image of my invoice and no errors were present on the image shown. I then tried to log in to it and was unable to do so with the passwords I created it with. I contacted Gandi and they confirmed I did indeed buy the domain on july 5th but said I should contact you all regarding registering my domain and also issues with configuring my email. They told me that I would need to provide them with a photo copy of my personal id/license gain access to all that which is in my opinion quite scary to do and feel there must be a reasonable answer for all this that I am missing as it shouldnt be this hard unless im just tech-tarded (which I probably am). Here is the last email response I received from Gandi regarding the matter. "Hello Justin, Thank you for your detailed reply. For your information, in order to obtain a @xxxxxxxxx.site mailbox, it is necessary to register the corresponding domain truephoria.site. In your case, it seems like you were purchasing the mailbox directly through Thunderbird, which may have acted like a reseller that in turn used the information you provided to register the domain with us. Therefore, we are in charge of your domain, but regarding the registration of the domain and the set up of the mailbox, we invite you to first get in touch with Thunderbird's customer support to figure out the details. We can confirm that on our side, the domain truephoria.site was successfully registered until July 5, 2021. However, like you said, we have strict regulations when it comes to account privacy. Therefore, we will not be able to directly give you the Gandi account / password that will allow you to modify the mailbox / domain on Gandi. However, please send us a copy of your ID / Driver's license / passport, so that we can proceed with further assistance to help you update / gain access to your account. Best regards, Daniel Gandi.net" I have been unsuccessful in finding any direct communication routes for you all so I decided to post this publicly here in hopes that someone will see it and get in touch with me directly. Thanks in advance, Justin

All Replies (1)

Stans
Stans
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Thunderbird doesn't buy or register a domain on your behalf. All Thunderbird does, is present you with an option to buy a domain (IF you want one), but the actual purchasing/registration is done directly from Gandi.net. In fact, Thunderbird opens a new (browser) tab with the gandi.net website loaded, so that you can complete the purchase. Thunderbird doesn't process or store any of the information you provided in the contact information form in the Create a new Gandi handle page, which ALL happens from the Gandi.net site while Thunderbird simply acts like a web browser through which you accessed the gandi.net domain registration webpages. Thunderbird is not a reseller of the domain you just purchased. Thunderbird simply provided a convenient shortcut to the Gandi.net site so that you could complete the purchase. You did not submit any data to Thunderbird. All the data you filled in that form was submitted to Gandi.net and not Thunderbird, neither did Thunderbird fill in that information on your behalf, you did it all by yourself, with Thunderbird simply providing you a browser tab to complete the transaction directly from Gandi.net. You even agreed to Gandi's Terms and Conditions at the bottom of that form, not Thunderbird's terms as a reseller. Thunderbird is not a reseller or middleman in any way, which brings me to perhaps the most important question:

When filling in the contact form, did you supply an existing email address that you have access to, or did you supply the email address that you were buying?

It sounds to me like you did not supply an existing email address that Gandi.net could associate with your Gandi.net account/handle, and since that mailbox or domain has not yet been setup for access, then the password reset/account recovery process is heading nowhere. If this is the case, that is, you supplied the wrong email address, then it is reasonable for Gandi.net to request for your proof of identity to confirm you are indeed the rightful owner of the domain you bought, before they can help you with recovering access to your Gandi.net account/handle, which would entail changing the submitted email address to the one you already have access to, so that you can actually go ahead and reset the password and log in.