I am a web designer who offers web hosting. My client, a very capable retired professional (not a twelve-year-old), let his domain name expire and only noticed four months later.
I explained how to re-register the domain, and how to edit the nameservers so the site is accessible again. That kicked off this painful email exchange.
Client: I registered the domain name just now but I can’t log back in because I can’t remember what my username is! I thought it was my full name but that doesn’t work. Here is my payment transaction number and my password. Please figure it out.
Me: Can you take a look in your order confirmation email, or forward it to me? Your username is likely in it. Then we can get you logged in, tell the registrar where your website is, and get it going again.
Crickets. Two days passed.
Client: Why aren’t you helping me? I sent you everything you needed! I thought this was part of the service you provided! I need my username!
For the record, I designed his small HTML website 9 years ago; he’s never updated a word on it and has been paying me $50/year to host it since then. He sometimes emails to say how he hates the web and he’s so disappointed his website isn’t more successful.
Me: I’m doing everything I can to help you, but there’s only so much I can do. I suggest that you contact the registrar; they can give you your username. Here’s a link to their support page with all their contact info.
Client: The registrar doesn’t have any contact information available. Nothing at all – not an email or a phone number. Why can’t you do this for me?
Me: I don’t work for the registrar and can’t access your account information there. Here’s a link to their contact page again; they offer support via email, phone and support ticket. They’re known for great customer service and will help you.
Client: I guess I just won’t have a website, then. Why don’t you want to help me?