I reached the domain limit

Support
1

Hello,

I reached the domain limit and I want to buy another one. Can you help me ?

Thank you in advance

1 Like
3

Hi @Liridon_Mehmeti

I’ve sent this request to our helpdesk, and we’ll follow up shortly via email to get this sorted for you. Thank you!

1 Like
4

Hello Netlify Community!

If you need assistance from Netlify Support regarding Reaching the domain limit, please submit those requests via our form here: Support.

This will create a helpdesk ticket so our Support team can help you with your specific case.

Thank you!! We look forward to helping you.

The Netlify Support Team

1 Like
5

@clarnx Can you advise what option the customer would select for What kind of help do you need?

The form appears to have been updated recently with more options.

I do not see one regarding the Domain Limit

image
image1123×348 160 KB

Would they select Domain Renewals?
or is it
Everything Else?

2 Likes
6

Domain Errors might work fine. At the moment, those options don’t mean anything to us internally (we don’t even use them in a highly useful manner), so technically, any option is alright.

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@hrishikesh Great.

I’m just aware that when selecting some options (at least previously) that Free or Starter plan customers would then receive a response directing them back to the Forum (since ‘Email Support’ is not included in their plan).

A frustrating loop and a classic example of “getting the run around”.

My assumption was those responses were ‘automated’ so I hope the system has been adjusted to avoid that, and/or that the staff responding no longer “fob people off” for the issues that require manual intervention.

9

@nathanmartin Thank you for asking. I can confirm that the system has been adjusted accordingly so that Free and Starter plan customers can get technical support for those topics in the list. If you or anyone else experiences a “run around” please let us know ASAP so we can investigate, as that should not happen.

10

@laura Sounds great.

I don’t use the support form myself, can you confirm if any of the options still automatically push free/starter users to make their support request via the forum?

(Knowing which ones cause a loop would allow me to avoid ever recommending them.)

11

The system works as follows:

  • anyone who writes in from the form is never automatically sent to the forums
  • if someone emails support@netlify.com directly (by skipping the form), we try to lookup their Netlify account tier using automations. If we find the account, we prioritize it accordingly,
  • but if someone writes in from an email that does not have a Netlify account, we close the ticket saying “you’re not a (paying) customer, please use the forums”. We do not see these tickets at all, as they’re automatically closed and trashed. The automation replies to the user accordingly. However, if they reply to that, we “re-open” the ticket as a fail-safe measure

Previously, when the policy was to not help Starter users in the helpdesk, we would manually send them a canned response to ask them to post in the forums. This was because we intended to help with billing cases in the helpdesk regardless of the plan. But someone would select the wrong category and thus, end up in the helpdesk. So if we determined that the ticket was not related to billing, we’d send them to the forums.

So to Laura’s point, ideally there should not be a loop here.

12

Excellent, thanks @hrishikesh

It’s good to know there’s nothing automated pushing people back & forth.

It makes me more confident to suggest they try the support form for relevant difficulties.

It seems if loops were to occur now, it’d likely be a combination of:

  • The user doing a poor job of explaining their issue
  • The Netlify team prioritizing the account check step forcefully