InMotion Hosting Support Center

If you registered a domain name through us, but need to transfer the domain name to another registrar, you will need to unlock the domain and give the domain's authorization code to your new registrar. Your new registrar should provide you with the exact steps you'll need to take, however these are the basics.

We register domain names through MelbourneIT. As we are a reseller, we don't have access to the domain's authorization code. Instead, we release the domain name directly to you so that you are a direct customer of MelbourneIT, and you can then unlock the domain and retrieve the authorization code.

IMPORTANT! If you need to transfer your domain name to another registrar and have not yet contacted our tech support department for assistance, you'll want to do that first. If you don't actually need to transfer your domain to another registrar, but instead need to update your domain's nameservers, please see the following link for further assistance:
Domain Names - Registrar Transfer versus NameServer Change

If you've contacted Support and we've released the domain name for you, you will have received an email from us stating that we have released the domain's management rights to you. At this point, follow the provided steps to retrieve your authorization code and unlock your domain name.

Obtaining the Registry Key

The first thing you'll need to do is recover your domain's registry key. To do this, please visit:

http://www.melbourneit.com.au/cc/recover/index

recover_registry_key

After you filled out the form above, your registry key will be emailed to you. It will be a string of random characters, and will look similar to: qttlaxjm

You'll now want to go to the maintenance screen (see link below), and log in with your domain name and registry key.

http://www.melbourneit.com.au/maintenance/

Unlocking the Domain Name

On the domain management page, locate "Lock Status" under "Domain Details". If it says, "CUSTOMER-LOCK", click "Unlock Domain Name" to unlock your domain name. If it says, "NO-LOCK", then your domain name is currently unlocked.

click_unlock

Retrieving your Authorization Code

MelbourneIT references your domain's Authorization Code as your domain name's password. To retrieve your Authorization Code, click the, "Retrieve Domain Name (authinfo) Password" link. You'll be given your domain's Authorization Code, and it will be a string of random numbers and letters, such as: 28ff18oa

click_authinfo

At this point, you'll want to contact your new registrar to get the steps you'll need to take from here to complete the domain transfer.

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2012-07-30 2:00 pm
want to unlock domain but not able, obtain registry key not working: http://www.melbourneit.com.au/cc/recover/index

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Staff
25,274 Points
2012-07-30 2:28 pm
Hello Kodab,

I tried to look up your account in our system, but based on the information with which you used to register in the Support Center, I cannot find an account that you may have registered. If you can provide the domain name, we can attempt to look through the Domain registrar for the domain and get the information you need.

If you have any further questions, please contact technical support or leave a comment at the bottom of the page.

Regards,

Arnel C.
Staff
25,274 Points
2012-07-30 2:40 pm
Kodab,

One more thing. If you are not registered or pointed to our hosting service, you will need contact the domain registrar or your current hosting service in order to have your domain released.

If you have any further questions, please contact technical support or leave a comment at the bottom of the page.

Regards,

Arnel C.
2013-06-03 10:47 pm
Hello, I am unable to complete the first step, "Obtaining the Registry Key." I went to http://www.melbourneit.com.au/cc/recover/index and entered the url of the domain I want to unlock, but got a response of:

Retrieval Failed

The Registry Key for Domain Name was not able to be retrieved. This could be due to the Domain Name being managed by a Melbourne IT Reseller. Please contact your Reseller for assistance.

What should I try next?
Staff
5,889 Points
2013-06-04 10:33 am
Sorry for the trouble getting the registry key for your domain. You domain will need to be released from our management. You will need to contact support to have them release the domain and remove the domain from your bill items. Unfortunately, we cannot make any personal changes over this public forum.
2013-06-04 11:19 pm
Thanks for the quick response - that's why I love IMH.
n/a Points
2014-04-27 1:44 am

unlocking the Authorization Code

Staff
28,219 Points
2014-04-28 1:02 am
Hello Naveen,

Did you have any specific questions about the article regarding your Authorization code?

Kindest Regards,
Scott M
n/a Points
2014-04-29 10:25 am

Hello,

I am trying to retrieve info on our Domain Name, and apparently it has expired.

Our computer guy recently left not leaving any info for this to be taken care of by someone else. I tried the recovery page and like others it did not work for me either. Our emails are through I-page but they say domain through Interent Names Worldwide. That has expired, unfortunately I have no id or passwords. But our office has been without access to there email for 5 days and well the boss is about to explode.lol... please hekp!

Our domain name should be:  hwbutlerinc.com

Thank You,

Jodie

Staff
11,186 Points
2014-04-29 10:36 am
It appears that your domain is registered through Melbourne IT. I recommend contacting them directly. They have various methods of contact listed on the Melbourne IT contact page.
n/a Points
2014-07-17 4:34 pm

trying to access "my account" because we are not receiving emails (haven't since JULY 3) and it's because the MX records are not setup correctly but don't remember password, and the secondary email account is no longer active so i have no way to get in. i tried calling but there's no working number for support and obviously have no way to get any emails using the emails that were originally setup with the account. PLEASE HELP

Staff
11,186 Points
2014-07-17 4:53 pm
To contact Melbourne IT, you may use the information within Melbourne IT's contact page. Unfortunately, we are unable to make any modifications to domains that are no longer with us.
n/a Points
2015-04-03 3:28 am
I have received the Registry key, however i am unable to get to the unlock domain page.
 
once i log in and go to domain management i get the following message
 

Domain Management

Domain management is not available for this domain.
 
can you please help with getting the authorization code?
Staff
25,274 Points
2015-04-03 10:19 am
Hello Ratheen,

As per the notes on your account (if you're referring to the domain that you requested to be released), we no longer have control, so you would need to use the interface provided by the current domain registrar. See How to unlock domain name and retrieve authorization code.

If you have any further questions or comments, please let us know.

Regards,
Arnel C.
n/a Points
2015-04-08 2:49 pm

This is a terribly written article that leads to hours of frustration.  It has caused me two wasted hours contacting multiple people in the process of transferring my domain.  I had two transfers fail because of this article.   The following statement is completely false:

"MelbourneIT references your domain's Authorization Code as your domain name's password. "

The registry key (domain name's password) is just to be able to manage your domain on Melbourne's web site.  It has nothing to do with the EPP or Authorization Code.  Under the Overview tab of domain management, I was able to find the actual authorization code.  Not surprisingly called "Auth Code".  

Your services via both web chat and this article have caused me a lot of frustration.  Step up your game, IMS.  

Staff
25,274 Points
2015-04-08 3:13 pm
Hello LM,

I'm sorry you were frustrated with the Domain transfer process. The problem you are having is that the Domain Registry Key is not equivalent to the Domain Authorization Code/Key/EPP Code as it depends on the TYPE of transfer you are trying to do . And I do understand the confusion as it is difficult to understand. First, let's clear up one thing Melbourne IT is a domain registrar. That is their primary business and they also allow other businesses to "sign on" with them in order to become domain resellers. In order to provide some of the services of a domain registrar InMotion Hosting is a domain reseller through Melbourne IT - as are many other businesses. This is the crux of the confusion with this issue.

When you are TRANSFERRING domains between two domain resellers (under Melbourne IT), then you need your Domain Registration key. This is NOT the same as the Domain Authorization code used to transfer domains between two different Domain Registrars. In essence, you are not really performing a Domain Transfer, because it is STAYING with the same Domain Registrar. You are only changing the name of the domain reseller. This article is for transferring a domain to a different domain registrar. That process requires the domain authorization code.

Also, to top it off, these type of events domain transfers between resellers or registrars quite often occur as a domain registration is about to expire. While there is definitely verbiage warning people about this issue, the rush to have a transfer completed often runs up against the expiration date. This is unfortunately not something we can control. So, it's not uncommon to hear that the domain expired in the middle of the transfer causing the current domain owner to have to renew the domain.

So, my sincere apologies for the frustration with the process. The issue mainly has to do with knowledge of the transfer type (is it a Domain Reseller to Domain Reseller transfer? Or, is it a Domain Registrar to Registrar transfer?), and the rush to get these things done right when the domain registration is about to expire. It quite often doesn't leave enough time to clear up matters of ignorance when certain codes are required and those involved with the process have to hunt for these items.

This whole process is strictly regulated by ICANN (the governing body for internet names), so the processes may seem annoying to you but they are not necessarily something that we as a domain reseller or Melbourne IT, as the domain registrar have created.

We will review the article above, and update or re-write it as necessary. I hope that my explanation brings some light to the whole issue, and let you know that we do understand the frustration that can be involved with the process.

Regards,
Arnel C.

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