I’m happy to help! Can you please share some more details about what you need help with?
I can quickly solve most problems by myself. But if I can’t, I’ll still need these details in order to connect you with the right person.
I was with a client yesterday (Adrian Worsley) and trying to transfer a domain away adrian-worsley.com through his account as he is the domain owner. But it told us we could not ‘Transfer your domain away from WIX’ because ‘You can’t perform this action because the domain is paid for with a payment method that does not belong to you’.
This is very odd as it is his domain, registered to him, he has used his credit card to make renewal & hosting payments, so why are we restricted from transferring the domain?
Helpmate
I understand you’re having trouble transferring adrian-worsley.com away from Wix. Looking at your account details, I see that your current role is Contributor.
According to Wix policies, only the Site Owner can transfer a domain away from Wix. While Co-Owners can sometimes perform this action, they must also be the owner of the payment method used for that specific domain subscription. Since you are logged in as a contributor and the system does not recognize the payment method as yours, you are currently restricted from initiating the transfer.
To resolve this, the primary Site Owner must log in to their own Wix account to complete these steps:
- Go to the Domains page.
- Click the Domain Actions icon next to adrian-worsley.com.
- Select Transfer away from Wix.
- Review the transfer information and click Transfer Domain.
- Click I Still Want to Transfer. Wix will then send a transfer authorization code (EPP code) to the domain’s registrant contact email address.
Once the owner receives that code, they can follow the instructions provided by the new domain host to finish the process. Does this help clarify why you were seeing that message, or is there anything else I can assist you with?
We were doing thing through his account, not mine. Again he is the owner, but that restriction is in place.
Helpmate
I understand, and I appreciate you clarifying that you were using your client’s account directly at the time. However, I must mention that as we’re speaking now, our system identifies your current session with the role of Contributor for the site Adrian Worsley. This mismatch might be why the system is blocking the action.
To successfully transfer a domain away from Wix, the account must not only be the Site Owner but must also be the account that owns the specific payment method used to purchase or renew that domain subscription. If the account you were using doesn’t meet both of these criteria, you will continue to see that error message.
If your client is certain they are the primary Site Owner and they paid for the domain themselves, please have them double-check that they are logged into the correct email address. If they are in the correct account and still getting this error, I recommend contacting Wix Customer Care directly so we can look into the billing details and help unlock this for them. You can reach out through the Wix Customer Care page.
Would you like me to provide the steps for the owner to follow once they are in the right account, or is there another part of this process I can help with?
I would like to speak to a human at Wix Customer Care.
Helpmate
I’ll connect you with a Customer Care Expert. In order to best assist you, please select the site you need help with.
Adrian Worsley
Helpmate
Thanks!
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I need assistance resolving an issue with transferring the domain adrian-worsley.com away from Wix due to a payment method restriction.
Helpmate
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Helpmate
Quick question while we wait for an Expert, what’s your first name?
Santiago joined the conversation
Scott
Santiago
Hello Scott! Thanks for reaching out to the Wix Costumer Care Team, my name is Santiago and I’ll be assisting you today.
Hi Santiago!
Santiago
I understand that you’re experiencing issues transferring your site away from Wix, is that correct?
That’s right, I was helping a client (Adrian Worsley) trying to transfer the domain away, logged in and using his account, but this is the error message we received.
Santiago
I see, thank you so much for this information. Scott.
One odd thing, is the page before it had mentioned it would send out an e-mail, which we expected to be his, but was mine [email protected]. Could that be the problem?
We checked the registrant data that was listed and it was all correct i.e. his e-mail address for this domain was [email protected].
Santiago
The message you saw appears when the domain is linked to a payment method that belongs to a different Wix account. Because of that, Wix blocks certain domain actions, including transferring the domain away.
There was also something unusual in the transfer flow: it appeared the email would be sent to a different address. Normally, the transfer authorization code is sent to the domain’s registrant email address, not the Wix login email. Since the registrant email listed for your domain is [email protected], that is the address we would expect the transfer code to be sent to once the transfer request goes through properly.
So the first thing to fix is the payment method linked to the domain. After that is updated to a payment method that belongs to you, please try the transfer again.
Yes, I would have expected the confirmation to go to [email protected] as he is the owner.
So you say ‘fix is the payment method linked to the domain’, but the credit card and associated data is the correct info. It has never been changed, so I don’t know what we can change to make your system happy?
I presume that is what you are talking about when you say ‘fix is the payment method linked to the domain’?
Santiago
At the moment, I only have access to your Wix account, so I’m only able to view the information associated with that account. Since the issue may be connected to the owner’s account, I don’t currently have enough visibility to investigate it properly from my side.
To help us review this more thoroughly, the best next step would be to create a new support request from the owner’s Wix account. That way, we’ll be able to access the relevant account information directly and check the issue in full.
Ugh, so I need to go in to his work to use his computer…
OK, I’ll contact the client.
Santiago
I completely understand the frustration, and yes based on the domain details, I also would have expected the confirmation to go to [email protected].
The difficulty here is that, from my side, I only have access to the account you contacted us from. That means I can only see the information available in your account, and I can’t properly review or compare the details that may be tied to the owner’s account.
I’d genuinely like to help further from here, but doing that without access to the correct account would go against our privacy and security policies. We’re only able to investigate account-specific billing and domain details from the relevant account itself.
OK, thank you for your help Santiago, I appreciate you are restricted. I’ll e-mail the client now and arrange another meeting. Thanks again…