cloudflare · travisgahn · May 4, 2026
@@ -0,0 +1,122 @@
+---
+pcx_content_type: how-to
+title: Email verification
+sidebar:
+  order: 10
+products:
+  - registrar
+description: Understand ICANN registrant email verification requirements and how to resolve domain suspensions.
+---
+
+import { DashButton } from "~/components";
+
+## Overview
+
+ICANN requires that the registrant email address associated with every domain registration is verified. If you do not complete verification within the required timeframe, your domain may be suspended and your website and email will stop working.
+
+This page explains how the verification process works, what happens if you miss it, and how to restore a suspended domain.
+
+## How verification works
+
+When you register a new domain, transfer a domain to Cloudflare, or update your registrant contact email, a verification email is sent to the registrant email address on file.
+
+- **Who sends it**: For most TLDs, the email comes from `noreply@emailverification.info`. This is a legitimate third-party verification service used by Cloudflare's backend registrar (Key-Systems/CentralNic). It is not phishing.
+- **Deadline**: You must verify within **15 days** of receiving the email.
+- **What to do**: Open the email and select the verification link. No login is required.
+
+:::caution
+
+The verification email comes from `noreply@emailverification.info`, not from Cloudflare. Check your spam or junk folder if you do not see it in your inbox.
+
+:::
+
+## What happens if you do not verify
+
+If the registrant email is not verified within 15 days:
+
+1. The domain is placed in a **serverHold** status at the registry.
+2. The domain's nameservers are replaced with `ns1.emailverification.info` and `ns2.emailverification.info`.
+3. Your website stops resolving. Visitors see an error page or no response.
+4. Email delivery to addresses on the domain stops working.
+
+This is an automated process required by ICANN. Cloudflare does not control when the hold is applied.
+
+## How to check if your domain is affected
+
+If your website or email suddenly stops working and you did not make any changes, check whether your nameservers were changed:
+
+```bash
+dig NS example.com +short
+```
+
+If the output shows `ns1.emailverification.info` and `ns2.emailverification.info` instead of your assigned Cloudflare nameservers, your domain has been suspended due to incomplete email verification.
+
+You can also check by running a WHOIS lookup and looking for `serverHold` in the domain status.
+
+## How to resolve a suspended domain
+
+### Step 1 — Verify your registrant email
+
+1. Check your inbox (and spam folder) for an email from `noreply@emailverification.info`.
+2. Select the verification link in the email.
+3. If the link has expired or you cannot find the email, proceed to Step 2.
+
+### Step 2 — Resend the verification email
+
+1. In the Cloudflare dashboard, go to **Domain Registration** &gt; **Manage Domains**.
+
+    <DashButton url="/?to=/:account/registrar/domains" />
+
+2. Find the affected domain and select **Manage**.
+3. Go to the **Contacts** tab.
+4. Verify that the registrant email address is correct.
+5. If a **Resend verification** option is available, select it.
+
+If you do not see a resend option in the dashboard, contact Cloudflare support and request that the verification email be resent.
+
+### Step 3 — Wait for nameserver restoration
+
+After successful verification, the nameservers are automatically restored to your assigned Cloudflare nameservers. This typically takes **1 to 24 hours** but may take longer depending on DNS TTL values and registry processing times.
+
+## Common issues
+
+### Typo in registrant email
+
+If you entered an incorrect email address during registration, you will never receive the verification email. To fix this:
+
+1. Update the registrant contact email through **Domain Registration** &gt; **Manage Domains** &gt; **Contacts**.
+2. A new verification email will be sent to the corrected address.
+3. Complete verification using the new email.
+
+:::note
+
+Updating the registrant email triggers a Change of Registrant (COR) process for some TLDs. You may need to approve the change from both the old and new email addresses. If the old email is inaccessible, contact support.
+
+:::
+
+### Verification email going to spam
+
+Emails from `@emailverification.info` are frequently filtered as spam. Add `noreply@emailverification.info` to your email allowlist or safe sender list. Check your spam, junk, and promotions folders.
+
+### Domain using same email domain as the registered domain
+
+If your registrant email uses the same domain that was suspended (for example, `admin@example.com` for the domain `example.com`), you will not receive the verification email because the domain's email is no longer working.
+
+To resolve this, update the registrant contact email to an address on a different domain (such as a Gmail or other external email), then complete verification.
+
+### Verification link returns an error
+
+If the verification link returns an error such as `Invalid attribute value` or `Invalid trigger code`, the verification token has expired. Contact Cloudflare support to request a new verification email.
+
+## TLD-specific verification requirements
+
+Some TLDs have additional verification requirements beyond standard ICANN email verification:
+
+| TLD | Additional requirements |
+| --- | --- |
+| `.ca` | CIRA (Canadian Internet Registration Authority) requires registrant verification. Failure to verify results in `serverHold` and nameserver replacement. |
+| `.mx` | NIC Mexico may require separate verification through a third-party service. |
+| `.nz` | The `.nz` registry sends verification through `@emailverification.info`. |
+| `.us` | Registrants must meet usTLD Nexus requirements. WHOIS privacy is not available. |
+
+For `.ca` domains specifically, refer to [.ca domains](/registrar/top-level-domains/ca-domains/) for detailed CIRA verification steps.
@@ -0,0 +1,77 @@
+---
+pcx_content_type: reference
+title: Refunds and cancellations
+sidebar:
+  order: 9
+products:
+  - registrar
+description: Understand the refund and cancellation policy for Cloudflare Registrar domain registrations.
+---
+
+import { DashButton } from "~/components";
+
+## Domain registration refund policy
+
+Domain registrations through Cloudflare Registrar are generally **non-refundable**. When you register or renew a domain, Cloudflare pays the registry fee on your behalf, and that payment cannot be reversed.
+
+However, some domains may be eligible for cancellation and refund during the **Add Grace Period (AGP)**.
+
+## Add Grace Period (AGP)
+
+ICANN provides a short window after initial registration during which a domain can be deleted and the registration fee refunded. This is called the Add Grace Period.
+
+- **Duration**: 5 days from the date of registration for most gTLDs (`.com`, `.net`, `.org`, and similar).
+- **Eligibility**: Only applies to **new registrations**, not renewals or transfers.
+- **How it works**: If you contact Cloudflare support within the AGP window, Cloudflare can delete the registration at the registry and refund your payment.
+- **Not all TLDs support AGP**: Some country-code TLDs (such as `.uk`, `.ca`, `.ai`) do not offer an Add Grace Period or have different rules. Check with support if you are unsure.
+
+:::note
+
+AGP refunds are processed at Cloudflare's discretion and are subject to registry policies. If the domain has been used (DNS records configured, traffic served, or email routed), the refund request may be denied.
+
+:::
+
+### How to request an AGP refund
+
+1. Open a support case within 5 days of the registration date.
+2. Include the domain name, your account email, and the reason for cancellation.
+3. Confirm that you want the domain deleted. This action is irreversible — the domain will become available for anyone to register.
+
+## Renewals are non-refundable
+
+Once a domain renewal is processed, it cannot be reversed or refunded. This applies to both manual renewals and automatic renewals.
+
+To avoid unwanted renewal charges:
+
+1. In the Cloudflare dashboard, go to the **Manage domains** page.
+
+    <DashButton url="/?to=/:account/registrar/domains" />
+
+2. Find the domain and turn off the **Auto-renew** toggle.
+
+:::caution
+
+Disable auto-renew at least 30 days before the expiration date. Cloudflare begins auto-renewal attempts approximately 30 days prior to expiration.
+
+:::
+
+## Transfers are non-refundable
+
+Domain transfers include a one-year registration extension. Once the transfer is complete and the year has been added, the transfer fee cannot be refunded.
+
+## Common scenarios
+
+| Scenario | Refund eligible? | Action |
+| --- | --- | --- |
+| Registered wrong domain (typo) within 5 days | Possibly, via AGP | Contact support immediately |
+| Registered wrong domain after 5 days | No | Register the correct domain separately |
+| Auto-renewal you did not want | No | Disable auto-renew for future cycles |
+| Transfer completed but you changed your mind | No | Transfer out to another registrar if needed |
+| Registration failed but payment was captured | Yes | Payment is automatically voided or refunded within 5-7 business days. Contact support if not resolved. |
+| Duplicate charge for same domain | Yes | Contact support with both invoice numbers |
+
+## Tips to avoid unwanted charges
+
+- **Double-check the domain name** before confirming your purchase. Typos in domain names cannot be corrected after registration.
+- **Review auto-renew settings** periodically, especially for domains you no longer need.
+- **Set calendar reminders** for domains approaching their renewal date if you want to make a decision before auto-renew triggers.
@@ -0,0 +1,74 @@
+---
+pcx_content_type: troubleshooting
+title: Troubleshoot unexpected nameserver changes
+sidebar:
+  order: 10
+products:
+  - registrar
+description: Understand why your nameservers changed to emailverification.info and how to fix it.
+---
+
+If your domain's nameservers were unexpectedly changed to `ns1.emailverification.info` and `ns2.emailverification.info`, your domain has been suspended due to incomplete registrant email verification. This is not a security breach or unauthorized change.
+
+## Why this happens
+
+ICANN requires that every domain registrant verify their email address. Cloudflare's backend registrar (Key-Systems/CentralNic) enforces this requirement by replacing your nameservers with verification parking servers when verification is not completed within the required timeframe (typically 15 days).
+
+When this happens:
+
+- Your domain's authoritative nameservers change to `ns1.emailverification.info` and `ns2.emailverification.info`.
+- Your website and any services depending on DNS (including email) stop working.
+- Your Cloudflare dashboard may still show the correct nameservers, but public DNS resolvers use the registry-level delegation, which now points elsewhere.
+
+## How to confirm the issue
+
+Run the following command to check your domain's current nameservers at the registry level:
+
+```bash
+dig NS example.com +short
+```
+
+If the output shows:
+
+```txt
+ns1.emailverification.info.
+ns2.emailverification.info.
+```
+
+Your domain has been suspended due to incomplete email verification. Your Cloudflare zone configuration is intact — only the registry-level delegation was changed.
+
+## How to fix it
+
+1. **Find the verification email**. Check your inbox and spam folder for an email from `noreply@emailverification.info`. This is the legitimate verification sender, not phishing.
+
+2. **Select the verification link**. No login is required. After verification, the nameservers are restored automatically.
+
+3. **If the email is missing or expired**, contact Cloudflare support to request a new verification email. Include the domain name and your account email.
+
+4. **If your registrant email has a typo**, update the registrant contact email first through **Domain Registration** &gt; **Manage Domains** &gt; **Contacts**, then complete verification with the corrected address.
+
+5. **Wait for restoration**. After successful verification, the nameservers are restored to your assigned Cloudflare nameservers. This typically takes 1 to 24 hours depending on DNS TTL values and registry processing.
+
+## Affected TLDs
+
+All TLDs managed through Key-Systems/CentralNic can be affected, but the following TLDs are most commonly impacted because their registries enforce verification particularly strictly:
+
+| TLD | Verification sender | Notes |
+| --- | --- | --- |
+| `.ca` | `noreply@emailverification.info` | CIRA requires additional registrant verification beyond ICANN |
+| `.mx` | `noreply@emailverification.info` | NIC Mexico enforces verification through Key-Systems |
+| `.nz` | `noreply@emailverification.info` | Verification handled by third-party service |
+| `.com`, `.net`, `.org` | `noreply@emailverification.info` | Standard ICANN verification |
+
+## Prevention
+
+- **Use a reliable email address** for your registrant contact — one that you check regularly and that is on a different domain than the one you are registering.
+- **Add `noreply@emailverification.info` to your safe sender list** to prevent verification emails from being filtered as spam.
+- **Complete verification promptly** when you receive the email. Do not wait until the deadline.
+- **Avoid using your registered domain's email** as the registrant contact email. If the domain is suspended, you will not be able to receive the verification email needed to unsuspend it.
+
+## Related resources
+
+- [Email verification](/registrar/account-options/email-verification/) — Full guide to the ICANN verification process.
+- [.ca domains](/registrar/top-level-domains/ca-domains/) — CIRA-specific verification requirements.
+- [Domain contact updates](/registrar/account-options/domain-contact-updates/) — How to update your registrant email address.