DomainTools Help
We're working on improving our products every day. Even so, we realize that there may be times when you have problems or questions about our site, our products, or domain names in general. Find the answers to common questions below. For general issues about domain names themselves, we suggest you look in our ever-expanding Learn section for information on a broad range of topics.
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Help Topics
Membership FAQ
Legacy Membership Changes
Why did DomainTools change their website?
Since the domaintools.com launch 5 years ago, little has changed -- not the layout, not the membership model, not the price . The old system limited our ability to progress with new services and meet changing customer needs. Our goal is to give members a more intuitive website experience while allowing for more flexible service options to meet a wide variety of customer needs.
Top of page ^How will my account change?
Existing users accounts only get better! No longer will vague 'unit allocations' be assigned to reflect usage. Now, your My Account page accurately reports what you use - exactly.
Top of page ^Do I need a new login?
No, your username and login information remains the same.
Top of page ^How are the new membership models different than the old memberships?
The Units based system, which confused many people, has been removed! The new membership model uses dollar-based services. Now, you know exactly what you get for your money and can pay only for what you need.
Top of page ^Do I need to update my payment method?
No. The method of payment you had on the previous www.domaintools.com site remains in tact.
Top of page ^Will all my existing Alerts and Monitors still work?
YES! All the alerts you have in place with email and/or RSS notifications work just as they did before.
Top of page ^Will I be able to purchase additional access if I want?
YES! And, best part is you only purchase what you need!
Top of page ^Will I lose access to any service?
No. Access has not been removed from any service. You will continue to have all the same access as before.
Top of page ^How can I get information about an Enterprise Membership?
Our Client Services team is available to offer you all the information you need about Enterprise Memberships. Please contact memberservices@domaintools.com for more information.
Top of page ^Do I still use the same support system?
YES! Plus, your login is the same and existing tickets are available in history for you.
Top of page ^Who do I talk to if I am having problems with my account?
Our Client Services team is available to assist members. Please log into DomainTools Support to submit a ticket.
Top of page ^I like the old DomainTools site. Can I still use it?
No. The old navigation layout is no longer available. However, we added a new quick utility bar that is persistent throughout the site to access all the top tools from anywhere on the site. The site map can also assist in locating tools if you are unable to find them. Although navigation has changed, the product pages are the same familiar pages making it easy for you to continue to use the tools and services you rely upon.
Top of page ^How can I cancel my account?
You can find information on cancellation in in the Member Support Knowledgebase.
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Membership Options
Do I have to be a member to use DomainTools?
Although membership is not required to access some DomainTools services, we highly recommend signing up for a DomainTools Novice Membership, which is free of charge, in order to obtain a satisfying DomainTools experience. To access DomainTools Power Tools, membership is required. To get to know all that DomainTools has to offer, we encourage users to take advantage of DomainTools' 10-Day Free Professional Trial Membership. This trial membership allows you access to all the permissions that come with the Professional Membership. If you like the services you receive, do nothing and your membership will be renewed automatically. Otherwise, you can cancel at anytime within the 10 trial days and you will not be charged.
Top of page ^How do I become a member?
It's easy to become a DomainTools member!
- Navigate to DomainTools
- Click the 'Open a FREE Account' link, located toward the top right corner of DomainTools.com homepage or Open a FREE Account Now.
- To proceed, select your preferred membership level and enter your user information and create your password on the proceeding page. When finished adding this information click 'Next'.
- From the checkout screen, confirm your information and enter the 'captcha' information presented and click finish.
- After completing your account setup, a verification email will be sent to the email address you designate.
- Check your email and click on the enclosed account activation link. You must activate your account within 30 minutes of account setup to avoid suspended account privileges.
If you have chosen a paid membership option, you be provided with the option to add your preferred payment method during the account set up process.
Top of page ^Can I purchase a yearly DomainTools membership?
Yes! Annual memberships are available at a discounted rate. Purchasing a DomainTools yearly membership can save you up to 15% off by choosing to pay annually.
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Standard Yearly Memberships are $299.95
Professional Yearly Memberships are $499.00
To view a complete list of member options see our Features & Pricing page. If you have questions or require assistance please contact: memberservices@domaintools.comCan I share my account with another person?
No. DomainTools memberships are individual and may not be combined with other accounts. Per our Terms of Service: One User per Account Sharing your account log in information is not allowed. If someone requests your log in information please ask them to obtain their own log in credentials. We have priced the subscription‐only areas of our website so that they are affordable. To keep the prices down, it is imperative that every user support us directly by maintaining log in confidentiality. Sharing log in information will be considered theft. If you or your company requires more than 10 licenses, you may apply for a discount by contacting DomainTools at 206.838.9035 or emailing: memberservices@domaintools.com. It is the policy of DomainTools that each individual end user is required to have his or her own account. Violation of this term of service will be considered grounds for account termination.
Top of page ^Do you offer any discounts for group membership purchases?
DomainTools will consider group discounts for qualified applicants. We will likely be able to provide a custom Enterprise Account for businesses with multiple users or need for access to our paid reporting services. Please send a support ticket with "Group Discount" as the subject line to: memberservices@domaintools.com
Top of page ^How much does DomainTools cost?
We have a membership plan to fit everyone's needs, including yours! Each membership level is billed monthly or yearly depending on your preference. We offer Novice, Standard and Professional level accounts. You can also choose to purchase Add-ons or A la Carte items to provide more customized membership options to better meet your needs. The complete list of membership options and the services the include can be found on the Features and Pricing page. If you have questions or require assistance please contact DomainTools Client Support: memberservices@domaintools.com
Top of page ^When I become a member, does my membership begin and run for the next 30 days or are memberships pro-rated to the calendar month?
DomainTools monthly memberships run for a 30-day period that begins when the membership account is activated. You will be billed on the day of each month which you signed up for an account. For example, if you became a DomainTools member on July 4, you would be billed on the 4th day of each month thereafter. Yearly memberships are renewed on the one year anniversary date in which the user signed up. For example if your signed up for a yearly membership on June 4, 2011 your renewal date would on June 4, 2012. All active memberships need to be canceled prior to the listed rebill date within the user account if you do not wish to incur additional membership charged. For assistance please contact the DomainTools Support Team via your account or at: memberservices@domaintools.com
Top of page ^Are Custom Reports included in my DomainTools membership?
Reverse Whois Reports, Name Server Reports and Reverse IP Reports are not included in any DomainTools membership but may be purchased separately using your current DomainTools payment method. Payment methods include PayPal and major Credit Cards.
To set up a DomainTools payment method:- Choose your report by following the research tabs options for the data you wish to obtain. Reverse IP, Reverse WHOIS and/or Name Server Alert report can all be requested from their respective pages on the DomainTools.com site.
- Once you have the report you need proceed. Order it or add it to your Shopping Cart.
- Review your cart items and click the 'Proceed to Checkout' to continue.
- If you already have payment information on file, your preferred payment method will appear and click Review order.
- Click the 'Finish' button and your order will be processed accordingly.
** If you have to add new payment information, simply follow the steps for adding and saving payment information that will be presented and once it has been established you will be able to proceed as described above.
Top of page ^How do I change my membership level? Up or down?
You can change the service level for your current membership level using the 'Upgrade' or 'Change' link provided in the 'Account Summary' tab on your 'My Account' page. You must already have an active user account on DomainTools to make the following changes.
To increase your service level for Novice account holders:- Click the 'Upgrade Account ' link in the 'Account Summary' tab or the link in the 'blue' area on that page; this will direct you to the 'Upgrade Your Account' page.
- You will see the two Membership level options we offer.
- Select the level of service you wish to have either Professional or Standard.
- Choosing either option will open a drop down allowing you to choose either monthly or yearly billing. Click 'Next' to proceed.
- Select and existing payment option or add a new payment option. If you already have a payment option, choose it and click 'Preview Order'. Review your purchase and click 'Finish'. If you need to add a new form of payment, follow the steps to do so, and once you save it you will be able to save it and review your order. Click the 'Finish' button to proceed.
- Your order will be processed accordingly.
- Click any of the 'cancel' or 'change' links that we provide on your 'My Account' page.
- You will see that you can now select to 'change your add-on items' or cancel outright.
- Make you choice and follow the steps to complete the process.
- You will be asked if you want to 'keep' your current services or 'confirm' the changes.
- You will retain access to your current services until the end of your billing cycle.
Please keep in mind that DomainTools no longer employs the unit based membership system. Paid reporting service are still not included with any membership level.
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Billing and Payment
How much does DomainTools cost?
DomainTools offers three different membership levels — Novice, Standard, and Professional. Each paid membership can be billed monthly or yearly (choosing yearly will save over 15%) and users are allocated account capacity for each DomainTools product according to their membership level. To learn more about the three membership levels, please view the Features & Pricing page.
We also offer A la Carte products for Novice members and Add-on products for paid members where cost varies by membership level. These products allow you to extend the service capacity of a single DomainTools service. For example, a Standard Member has allocated all available capacity in their Reverse IP product by searching for 10 unique IP's this month. However, they would like to search for additional IP's, so they may purchase an Add-on product that gives them 50 additional IP's at a cost of $9.95 per month.
Top of page ^What forms of payment does DomainTools accept?
DomainTools accepts MasterCard, Visa, American Express and PayPal. Unfortunately, we cannot accept cash, personal check or money order at this time for membership or reports. If you wish to set up invoice billing for yearly memberships please contact: memberservices@domaintools.com
Top of page ^Where can I find my membership payment history?
To view DomainTools payment history:
- Log in to your DomainTools account and go to the My Account page.
- Locate and click the 'Transaction History' tab. A list of Transactions and the date of the transactions appears.
- To view more information about a particular transaction, click the 'view' link located adjacent to the transaction .
You may filter transaction results by using the 'Transaction Type' drop-down box and selecting particular dates.
Top of page ^I accidentally submitted an order for a membership upgrade twice. Will I be billed twice?
DomainTools staff members review all order submissions. Any duplicates that are found will be rejected to ensure that the customer is not double billed. If you do in fact submit and pay for duplicate items we will refund the cost of the duplication error.
Top of page ^How do I change my DomainTools payment method?
You may add or change your payment method from the Payment Method tab on your 'My Account' page.
- Log in to your DomainTools account and go to the My Account page.
- Locate and click the 'Payment Method' tab. Click the 'Change Payment Method' link and follow the steps to add or change your current payment options.
If you need assistance please contact DomainTools Client Services: memberservices@domaintools.com
Top of page ^I signed up for the FREE 3-day trial Professional Membership - why was my credit card charged?
As noted in the setup process for the 3-day Free Professional Trial Membership, you must cancel prior to the end of the 3-day period to withdraw yourself from being automatically enrolled as a monthly Professional Member.
ATTENTION: The 3-Day Free Professional Trial Membership may require recurring billing cycles.
By completing the setup process for a 3-day Free Professional Trial I understand that:- My account will be automatically billed $49.95 on a monthly renewal date should I choose not to cancel before the 3-day trial period.
- I am responsible for canceling automatic charges by logging into my account and disabling this trial.
If you forgot to cancel your trial membership, you may submit a ticket to our Client Services Team at memberservices@domaintools.com with your name and membership information and request that your membership be canceled in the next billing cycle. Due to the terms and conditions of the trial, we are unable to issue refunds for the first month of the membership.
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Upgrades and Orders
Can I purchase individual services with a Novice Membership?
Yes. As a Novice member you may now purchase A la Carte products. Novice members can purchase A la Carte access to Domain Monitor, Reverse IP, WHOIS History, Hosting History, Trademark Alert, Name Server Alert and Registrant Alert. Each is $9.95 and counts toward either the hard coded limit for monitoring and alerting or per month for the look up service tools. Please refer to our Feature and Pricing for more details.
Top of page ^I purchased a membership upgrade but my order was rejected. Why did this happen?
There are several reasons why an upgrade order may be rejected. DomainTools reviews all new membership/order requests to ensure that all credentials are sound. Should we feel that any of the information in the order does not seemingly match we will err on the side of caution and reject the order. Our system will send an order rejection notice to the user requesting them to submit a support ticket. We can then provide some additional feedback as to why the request was rejected. Order and membership requests may also be rejected due to missing payment information, lack of available funds or simply an error that occurs from the funding source. Many times orders are approved but then the card issuer or bank rejects payment. We ask that all users ensure that all payment information is accurate to avoid this problem.
Top of page ^I submitted a membership upgrade that is still pending. When will the upgrade become active?
All orders received during normal business hours (8am - 5pm, Mon-Fri PST) are processed the same day and usually within the first hour the request is received. All orders submitted during non-business hours are processed first thing the following business day.
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Account Information
Will DomainTools automatically renew my membership when my account expires?
Yes, as stated in the terms and conditions of your DomainTools membership contract, your membership will be automatically renewed unless you contact DomainTools support and request otherwise. You account may also be canceled if your method of payment becomes invalid. To cancel your current paid membership level, follow the instructions in the FAQ for How do I cancel my membership?.
Top of page ^I forgot my password, what do I do?
If you forget your DomainTools password, simply click the 'Forgot your Password?' link, located on the DomainTools login page. Input the email address associated with your DomainTools account and a link will be sent to the email address provided. Click on this link to create a new password and re-gain access to your account. If you need assistance please contact: memberservices@domaintools.com
Top of page ^How can I change my password?
You can change your password directly from the My Account tab.
- Log in to your DomainTools account and go to the My Account page.
- Click the 'Account Profile' tab.
- Click the 'Change' link, located next to Password. Enter your current DomainTools password and select and enter a new password. Once you have re-entered your new password, click Save.
If you cannot remember your password and need to reset it, please click the 'Forgot your Password?' link, located on the DomainTools login page to receive an email which will allow you to reset your password.
Top of page ^How do I create/change my public alias?
The system will automatically create your user alias based on the information you provide upon account setup. You can update or change your public alias directly from the 'Account Profile' tab in your My Account area.
- Log in to your DomainTools account and go to the My Account page.
- Click the 'Account Profile' tab.
- Click the 'Change' link, located next to Public Alias. Enter a new Public Alias and click Save.
Membership Cancellation
I canceled my membership but my credit card/PayPal account was still charged, why did this happen?
If you have followed the step-by-step DomainTools cancellation procedure, your credit card should not be billed the next billing cycle. If this occurs, please submit a ticket to our Client Service Team at http://support.domaintools.com. If your DomainTools payment method is PayPal, it may be necessary for you to log in to your PayPal account to cancel the active Billing Agreement for the DomainTools.com subscription, in addition to following the DomainTools cancellation procedures. If this is not done, PayPal will continue to charge you the amount requested on file. If you need assistance please contact: memberservices@domaintools.com
Top of page ^I no longer wish to have a DomainTools account, would you please delete it from your system?
We do not delete member accounts from the system simply in order to ensure an email address is not used more than once to create an account. Please see our Privacy Policy for more information. Cancellation refers only to user accounts that have a paid membership or A la Carte items.
Top of page ^How do I cancel my membership?
To cancel your current paid membership level:
- Log in to your DomainTools account and go to the My Account page.
- Click the 'Cancel' link located to the right of Membership Level within the Summary tab.
- For cancellation please choose: ' I want to cancel my membership' and click 'Next'.
- Select the current service level you wish to cancel. Click 'Next'.
- Click the 'Confirm Changes' link provided.
Your current service level has been canceled and will remain active until the end of the current billing cycle.
Top of page ^If I cancel my membership, will I immediately lose all account privileges?
No. Access to your DomainTools account and any associated paid services will remain available to you until the current billing cycle ends. Billing cycles last 30 days from the day of the month you first setup your DomainTools account. Even if you do not have paid services in your user account you are allowed to keep a Novice Account from which you may purchase A la Carte items.
Top of page ^How do I cancel my 3-day Trial Membership?
To cancel your 3-Day Trial Membership:
- Log in to your DomainTools account and go to the My Account page.
- Click the 'Cancel' link located to the right of Membership Level within the Summary tab.
- Select 'I want to cancel my membership' and continue with the cancellation process.
- Once you have clicked the 'Confirm Changes' link, your DomainTools membership will be canceled immediately and all trial privileges will be lost.