Dotwen support
Support for your account and domains
Get help with account access, billing, domain registration, DNS, contacts, transfer, expiry and renewal, privacy, or abuse.
Common questions
- When is a domain registered?
- A search result or cart selection does not hold a domain. Registration is complete only after your order is accepted and the registration is confirmed.
- How does auto-renew work?
- Your first order covers one year, and new domains start with auto-renew on. You can turn it off after registration in Domain Settings. Your account will show when the change has taken effect. Auto-renew does not guarantee renewal.
- Can I transfer a domain away?
- Yes, when the domain is eligible. Check Domain Settings for the transfer lock and authorization code, and start well before the domain expires.
- What happens if registration fails?
- The amount is returned to your Dotwen balance. If you paid at checkout rather than from existing balance, the same amount is added as Dotwen credit. Contact Support if you want us to review a return to the original payment method, or about a duplicate charge or billing error.
- How does Dotwen balance work?
- Use your Dotwen balance for eligible purchases on Dotwen. It does not earn interest and cannot be withdrawn as cash.
- Are completed registrations refundable?
- Completed registrations are usually not refundable for spelling mistakes, the wrong extension, or a change of mind. Contact Support if something went wrong. Your legal rights are not affected.
- Can I use my own nameservers?
- Yes. You can use Dotwen DNS or your own nameservers for supported domains. The available settings are shown for each domain.
Help us find the answer faster
Include your account email, domain name, and a short description of what happened. Never email us your password, one-time sign-in code, or payment card details. Send a domain transfer code or identity document only if Support asks for it through an approved process. We aim to reply within two UK business days.