Short answer: Open a support ticket with us. We unlock the domain and send the authorisation key to the WHOIS contact — which must be the domain owner. Then contact the new registrar and start the transfer at their end. Do not change the WHOIS contact details first: doing so locks the domain for 60 days.
Applies to: Domains registered with Infosaic that you want to move elsewhere
A domain is yours, and moving it to another registrar is a request we action rather than one we argue about. The process is short, but it has one trap in it that costs people two months, so it is worth reading the order of steps before starting.
Every transfer needs two things from the losing registrar: the domain has to be unlocked, and you need the authorisation key — also called an EPP code, auth code or transfer key. We provide both.
After that the work happens at the new registrar, not here.
How to start the transfer
- Open a support ticket from your hosting control panel at controlpanel.infosaic.com and ask us to release the domain.
- We unlock the domain and send the authorisation key to the WHOIS contact on record. That address must be the domain owner — we cannot send it anywhere else.
- Contact the new registrar and start the transfer at their end, using the authorisation key.
- Approve the confirmation email the transfer generates. Most transfers complete within about five days.
The authorisation key goes to the WHOIS contact and nowhere else. That is not us being awkward — it is the check that stops somebody else moving your domain away from you.
The 60-day trap: do not update WHOIS first
If you change the WHOIS contact information, the domain is locked for 60 days and cannot be transferred between registrars until that lock expires. This is ICANN policy and applies to every registrar, not just to us.
It catches people constantly, because updating the contact details feels like tidying up before a move. It is not. If both jobs need doing, transfer first and update the WHOIS afterwards.
If you have already changed the WHOIS details, there is nothing anyone can do to shorten the lock — not us and not the new registrar. Note the date it changed, add 60 days, and start the transfer then.
What happens to your hosting and your email
Moving the registration does not by itself move your website or your mailboxes. The domain keeps whatever name servers it had, so if it is pointing at us it carries on pointing at us after the transfer.
What does change is who can edit those settings. Once the transfer is complete, DNS and MX records are managed at the new registrar rather than at mydomain.infosaic.com.
If you are keeping your hosting with us, make a note of the current DNS records before you start. Rebuilding them from memory afterwards is avoidable work.
If the transfer does not go through
- The domain is still locked. Ask us to check — occasionally a registry lock is applied separately.
- The authorisation key was mistyped. They are long and case-sensitive. Copy and paste it rather than retyping.
- The confirmation email was not approved. It goes to the WHOIS contact and often lands in spam.
- The domain is within 60 days of registration, or of a WHOIS change. Both block transfers.
- There is an outstanding renewal invoice. An expired domain cannot be transferred at all until it has been renewed.
If none of those apply, open a ticket and tell us what the new registrar reported. The error they show usually names the exact blocker.
Questions and answers
How do I transfer my domain away from Infosaic?
Open a support ticket. We unlock the domain and send the authorisation key to the WHOIS contact, then you start the transfer at the new registrar.
Who receives the authorisation key?
The WHOIS contact on the domain, which must be the domain owner. It cannot be sent to any other address.
Why can I not transfer my domain?
The commonest reason is that the WHOIS contact information was changed within the last 60 days, which locks the domain. Recent registrations and unpaid renewals also block transfers.
How long does the 60-day lock last?
Sixty days from the WHOIS change. Neither registrar can shorten it.
Should I update my WHOIS details before transferring?
No. Transfer first, then update the WHOIS details at the new registrar.
Will my website and email stop working during the transfer?
No. The name servers are unchanged by a transfer, so the site and mailboxes carry on as before.
Will I lose the time I have already paid for?
No. In most cases a year is added to the expiry date when a domain is transferred.
How long does a transfer take?
Usually about five days, once the authorisation key has been used and the confirmation approved.
Related articles
- Is any registration time lost during a domain transfer?
- Can I transfer an expired domain name?
- How long does a domain transfer take?
- How do I update my domain WHOIS contact information?
- How do I manage or point my domain name to Infosaic?
- How do I contact tech support?
Still stuck?
Open a support ticket from your hosting control panel at controlpanel.infosaic.com — that is the fastest route, because it reaches the team who can already see your account. You can also email [email protected].