FAQ for Pool.com customers

1. I have won a domain name auction at pool.com — how can I maintain my domain?
2. I haven't received neither the confirmation e-mail nor user credentials for my account after 3 days — how can I obtain my credentials?
3. How can I obtain my lost password?
4. I want to transfer my domain — how can I find the EPP authoritation code?
5. The outbound transfer of my domain has failed – what can I do?
6. How can I use my own nameservers for .de-Domains?

1. I have won a domain name auction at pool.com — how can I maintain my domain?

   We usually receive the domain owner's information within 1Ð2 days after pool.com has received the payment for the domain. If the ower information is received, the domain will be updated immediatly. The owner will receive a confirmation e-mail that either the domain has been assigned to an already existing user account or a new account has been be created. The user credentials for the new account will be sent along with the confirmation e-mail.
   
   Please login at: http://domainrobot.domainregistry.de
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2. I haven't received neither the confirmation e-mail nor user credentials for my account after 3 days — how can I obtain my credentials?

   The confirmation e-mail and user credentials will be sent to the e-mail address you submitted at pool.com. Please check your inbox again if you really haven't received an e-mail from ICANN Registrar Secura. If you haven't received your login-credentials after 3 days, please contact us.
   
   Please note: user crendentials will only be sent to the e-mail you have submitted at pool.com.
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3. How can I obtain my lost password?

   You can recover your password here
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4. I want to transfer my domain — how can I find the EPP authoritation code?

   Step 1: Go to http://domainrobot.domainregistry.de and login with your user credentials.
   Step 2: In menu on the left, go to Domains → Domain list.
   Step 3: Click on the button in the very right column. This will lead you to the domain's detail page. You will find the authorisation code on the bottom of this page.
   
   Please note: According to ICANN policy, you cannot transfer a generic TLD before a 60-days-period after its registration. After that, transfers have to be initated by the ÈwinningÇ registrar.
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5. The outbound transfer of my domain has failed – what can I do?

   Please do always sent us a detailed error message. This message has been sent either to you or to your new registrar. Only if you can provide us with detailed information on the failed transfer we can solve the problem quickly. You can find our contact form here.
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6. How can I use my own nameservers for .de-Domains?

   Your nameserver have to configured according to DENIC's policy. To check if your nameservers are configured properly, you can use DENIC's zonecheck tool.
   
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If you have any further questions please do not hesitate to contact us.