Reactivated Accounts - Support Resources

Domains & Reactivated Accounts

If a PhotoBiz or Zibster account has been offline (due to standby, cancellation, suspension, etc.) for 60 days or longer, a domain setup ticket will automatically be created when the client reactivates their account.

This guide will walk you through the steps to make sure the domain is online and working properly for a reactivated account.

STEP ONE: Open the Domain Ticket

When the client reactivates, a support ticket will appear with the subject line:

“Domain Setup: Account Reactivation – Set Domain.”

Open this ticket to begin.

STEP TWO - Check The Domain

Verify the account if needed.
Check the website:
- Open the client’s website to see if it’s online.
- Determine whether new name servers need to be generated and sent to the client.

If the website is online (with SSL):

The domain is connected correctly and SSL is active.
Send a test form submission to confirm that reCAPTCHA is working properly.
If reCAPTCHA fails, reset the reCAPTCHA keys before solving out the ticket.

If the website is offline:

The domain likely needs new Route 53/AWS name servers.
Proceed to Step Three to generate and send new name servers to the client.

STEP THREE - Generate Name Servers

Click the DNS button under the domain name and then click on the CREATE ON ROUTE 53 button on the upper right side of the intranet.

STEP FOUR - Add Basic Records

In the drop down menu for the DNS settings, choose the Basic Records option and then click Create On Route 53. This will automatically generate the 2 A records and 1 CNAME for the website to load once the client updates their name servers.

If the domain is registered through their PhotoBiz/Zibster account, click SET NS TO ROUTE 53 to update the domain name servers on the domain.

If the domain is registered through a 3rd party provider (Go Daddy, Name Cheap, Squrespace Domains, etc.). Proceed to Step Five.

STEP FIVE - Copy New Name Servers

Click the TICKETS tab on the intranet and open the unassigned name servers ticket. This will provide the new name servers the client will need to add to their registrar to get their website back online. Copy/Paste the details into the reactivated account ticket notes.

Be sure to remove the periods from the end of the new name servers, some registars won't accept it and will reject the name servers if the client tries to enter them in that format.

STEP SIX - Send New Name Servers

From the reactivated domain ticket, send the client the new name servers via email. It's helpful to include the details about the registrar if available.