We manage a lot of client websites and their domain names. We often have to answer the question of why is a website down? Today, it looks like someone had taken over a client’s website. We investigated and discovered that our registrar changed their nameservers to point to ParkLogic. The problem: it looks like our client’s domain had not lapsed. We got into a two hour chat and blew through multiple people before we got to the point that we could resolve this.
I could name and shame the registrar, but I think all of them are capable of failing you. Here’s what happened in the chat when our client’s domain lapsed without warning:
Engagement NC-GON-8285 Chat Transcript – DOMAIN REGISTRAR
Web321 : There is a nameserver issue with Web321-Client-Domain.ca
[Suzy Q joined the chat]Suzy Q : Hello! Thank you for contacting our DOMAIN REGISTRAR support team. To assist you further with the nameserver issue for Web321-Client-Domain.ca, could you please clarify what specific problem you are experiencing? For example, are you trying to update the nameservers, experiencing downtime, or seeing an error message? Any additional details will help us understand your situation better.
Web321 : This account is [nope]
Suzy Q : Thank you for providing the account information. I will transfer your details to a live CS specialist who will look into the nameserver issue for Web321-Client-Domain.ca associated with the [nope] account. Please stand by while I connect you with an appropriate person.
[Armaan M. joined the chat] [Suzy Q left the chat]Armaan M. : Hello, I will be happy to assist you. Please allow me 5-10 minutes to check the details.
Web321 : I went to the domain manager. I see that ns1.nsdomaininfo_nope.net and ns2.overall.net are registered as the nameserver. I wanted to add ‘ns1.nsdomaininfo_also_nope.com’
Armaan M. : Kindly allow me 5-10 minutes to check the details and get back to you.
Web321 : The error I got was: “Oops, something went wrong. Please try again.”
Web321 : When I looked up the domain via CIRA WHOIS, it says the nameservers are: Name servers DNS 1 hostname dns101.registrar-servers.com DNS 2 hostname dns102.registrar-servers.com
Armaan M. : Thank you for letting me know,.
Web321 : Web321-Client-Domain.ca should resolve to [again.. .nope]. When I ping it, it resolves to 172.239.57.117
Armaan M. : Checking on it.
Armaan M. : If I understand correctly, you want to add the nameserver ‘ns1.nsdomaininfo_also_nope.com’ to the domain Web321-Client-Domain.ca, right?
Web321 : The core problem: Web321-Client-Domain.ca is using the wrong nameservers. CIRA shows the wrong nameserver The Nameheap UI shows two correct nameservers. When I tried to add a third nameserver, the UI would not allow that.
Web321 : It appears that DOMAIN REGISTRAR is serving out the incorrect nameserver information.
Web321 : eg. https://www.nslookup.io/domains/Web321-Client-Domain.ca/dns-records/
Web321 : [Screenshot 2025-12-01 at 16-55-12 Domain.png]
Armaan M. : Checking on it.
Armaan M. : Please note that any changes in DNS take up to 30-60 minutes to propagate through the internet. You can also check this guide here: https://www.DOMAIN REGISTRAR.com/support/knowledgebase/article.aspx/9622/10/dns-propagation-explained/
Web321 : That is irrelevant.
Web321 : The domain nameservers are being redirected to parklogic without our permission or action.
Armaan M. : Thank you for letting me know.
Web321 : The DOMAIN REGISTRAR UI for Web321-Client-Domain.ca in our account does not match what the world at large is seeing.
Armaan M. : Kindly allow me 5-10 minutes to get back to you.
Web321 : thank you
Armaan M. : You are welcome.
Web321 : This is a registrar-side delegation issue, not a DNS propagation delay, and that it requires a backend resolution on their side due to failed nameserver updates. 2 December, 2025Time Zone – GMT (UTC +00)
Armaan M. : Thank you for specifying. Please let me transfer our chat session to the Domains department representative, who will assist you better with your particular request.
[Shalini P. joined the chat] [Armaan M. left the chat]Shalini P. : Hello, this is Shalini here! I will assist you further. Please give me 5 -10 minutes to go through the previous conversation, review the necessary details, and look into your request.
Web321 : Thank you. This is a registrar-side delegation issue, not a DNS propagation delay, and that it requires a backend resolution on DOMAIN REGISTRAR’s side due to failed nameserver updates.
Shalini P. : I am sorry that you have faced such inconvenience. I will try my best to sort this all out for you as soon as possible.
Web321 : Thank you for that. The immediate issue is to get the nameserver prorogation to match our UI and what it has been for some time. The follow-up issue is to get details on how an unauthorized party (which looks to be ParkLogic) was able to redirect our domain to their servers. And, what steps will DOMAIN REGISTRAR take to close this exploit and when those changes will the implemented.
Shalini P. : May I request a quick pause of 5 to 7 minutes to thoroughly check this for you?
Web321 : That’s fine, thank you.
Shalini P. : To make the changes, you will receive a confirmation code at your email address. Once you receive it, please provide the code so I can proceed with saving the changes.
Shalini P. : Please let me transfer our chat session to the representative who will assist you better with your particular request.
[Kayathri M. joined the chat] [Shalini P. left the chat]Kayathri M. : Hello! I’ll assist you further. Would you please allow me 5-7 minutes to look through your previous conversation?
Web321 : This is the confirmation code: [guess what: nope]
Kayathri M. : The domain is currently pointed to ns1.nsdomaininfo_nope.net ns2.nsdomaininfo_nope.net Do you want to add the 3rd nameservers?
Web321 : According to third party sources (as well as ping and the loading of the website) it is not pointing: https://www.nslookup.io/domains/Web321-Client-Domain.ca/dns-records/
Web321 : Please look at the NS Records
Web321 : DOMAIN REGISTRAR appears to have either been exploited or there is a database failure and the records that are propagating are incorrect.
Kayathri M. : Checking.
Kayathri M. : Okay. Please give me a few minutes to check it.
Web321 : This is a registrar-side delegation issue, not a DNS propagation delay, and that it requires a backend resolution on the DOMAIN REGISTRAR side due to failed nameserver updates.
Web321 : This is the domain name recent history: [Showing only 5 of them domain history items from the domain history.]
Web321 : Evidence that the database has a fault: when I try to add a third nameserver record (eg. ns1.nsdomaininfo_also_nope.com) I get the error that I cannot update my nameserver records.
Kayathri M. : Checking on your request.
Kayathri M. : Please hold on for a few more minutes.
Kayathri M. : Thank you for waiting!
Kayathri M. : Per my check, the domain expired on 11/30/2025 That’s why it is pointed to parking nameservers: dns101.registrar-servers.com dns102.registrar-servers.com You should reactivate it first.
Web321 : Please explain to me why the “Status and Validity” reads “Nov. 4. 2022 – Feb. 15, 2026” ?
Kayathri M. : Could you please share a screenshot of it?
Kayathri M. : Thank you. Checking.
Web321 : We are checking with the domain owner. None of the points of contact got anything like a renewal notice.
Kayathri M. : Please refresh the page and check. It might be a temporary glitch.
Web321 : I have refreshed page after saving what the previous date said.
Web321 : It now says it lapsed yesterday and its in a Grace period.
Web321 : Can we now renew this?
Kayathri M. : Yes. You can reactivate the domain on your end.
Kayathri M. : You can use this direct link as well: https://www.DOMAIN REGISTRAR.com/cart/addtocart.aspx?producttype= ;domains&action=reactivate&domainlist=Web321-Client-Domain.ca
Web321 : Is there a way to get a notification when the domain is up for renewal? Neither email point of contact got a renewal notice. Our Domain List dashboard on DOMAIN REGISTRAR didn’t show that this was going to expire; and the Status & Validity didn’t show this was going to lapse until Feb. 15, 2026.
Kayathri M. : Let me check.
Kayathri M. : We are also sending out notices about an upcoming auto-renewal to the account email address (the emails are sent 35-65 days before the domain expiration date containing information about the products that are due for renewal) to make sure that no domain names are auto-renewed without customer’s authorization. These notices can be found in the account at https://ap.www.DOMAIN REGISTRAR.com/dashboard/messages/inbox
Web321 : Thank you for pointing that out. When I search the inbox for “[CLIENT]” there are no messages. I tried searching for “canada” as one domain is up for renewal.
Web321 : Can you explain why the inbox has no messages related to the renewal? And, when can an issue like this be resolved so that it doesn’t happen again?
Kayathri M. : A few minutes, please.
Kayathri M. : Since it has a different renewal date due to a bug, the renewal notices were not sent
Web321 : Where was the origin of the bug? It appears that this was an issue with DOMAIN REGISTRAR’s ability to track the dates, giving us incorrect Status & Validity data; and giving us no renewal notice.
Kayathri M. : We apologize for this inconvenience. You encountered this error due to a bug in our system. Rest assured, we have forwarded details of the issue to the corresponding team for further investigation. Please accept our sincere apologies for the confusion that occurred, and if this situation might have caused you any inconvenience.
Web321 : Thank you for all of that. Web321-Client-Domain.ca is a charity. With their domain DNS being disrupted on the day before Giving Tuesday is impactful to them. It would go a long way to put this behind us if DOMAIN REGISTRAR credited the domain a year of registration.
Kayathri M. : We apologize for any inconvenience this might cause and highly appreciate your patience.
Kayathri M. : Apparently, our chat session has expired. Feel free to get back to us at any moment. Thank you for contacting DOMAIN REGISTRAR Live Support!
[Kayathri M. left the chat]My review and feedback: DOMAIN REGISTAR’s system had bugs, so we didn’t get renewal notifications. When we discovered the domain had got to a third party, we relied on the Status & Validity date, but it was incorrect and we were prompted to reload to see the changed information. When I cited NSLookup and other websites, the support people either didn’t check the link or didn’t know what it meant. It took two hours to get to the point where they told use the domain had lapsed. CLIENT is a charity that relies on donations. This happened the day before Giving Tuesday. At this point, we don’t know what the financial impacts are. When I asked if CLIENT could be compensated by giving us a one year extension, I got a non-answer, leaving the topic of impact and compensation open.
The staff should be trained to review the previous message on a chat when they join a chat.