u/Live_Ad_2423

We've tried every official support channel available to resolve an issue with our domain registrar, Truehost, but unfortunately it remains unresolved.

Timeline:

• We requested EPP/Auth codes for multiple domains over two weeks ago.
• The client portal repeatedly returned an error when requesting the codes.
• We opened support tickets, followed up by email, and contacted support via WhatsApp multiple times.
• One of the affected domains, has now expired, and the client's website is offline while the EPP request remains unresolved.
• We have also filed a formal ICANN Contractual Compliance complaint and contacted the upstream registrar in an effort to resolve the matter.

As a hosting provider ourselves, we understand that technical issues can happen. However, timely communication and resolution are equally important—especially when client websites and businesses are affected.

We are still requesting the immediate release of the EPP/Auth codes or an alternative resolution so that our clients' services can be restored as quickly as possible.

If anyone from Truehost management is able to assist, please reach out. We would much rather resolve this directly than continue discussing it publicly. u/truehost

I'm looking for advice from others who manage domains professionally.

We've requested EPP/Auth codes for 15 active .com domains from Truehost Kenya u/truehost after their portal stopped working. The portal returns:

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We opened a support ticket several days ago (5 days) and asked them to either fix the API or manually provide the EPP codes. Instead of receiving the codes, we've mostly received responses asking why we're transferring the domains.

The domains are approaching renewal windows, and the delay is affecting scheduled migrations for our clients.

Has anyone experienced something similar?

Is there any ICANN guideline or best practice on how quickly registrars should provide EPP/Auth codes when the self-service portal is unavailable?

We're simply asking for the authorization codes so the domain owners can exercise their right to transfer their domains.

I'd appreciate hearing from anyone who's dealt with a similar situation.