Use this guide if you are unsure who controls a domain name, its DNS records, or the website that it displays. These services can be managed by different organisations.


Understand the three separate services


  • Domain registrar: the organisation responsible for the domain registration and renewal. For a .au domain, use the auDA WHOIS lookup. For other domain extensions, use ICANN Lookup.
  • DNS provider: the organisation hosting the DNS zone and records. The domain's nameservers usually identify this provider.
  • Website host: the server where the website or application runs. An A or AAAA record can point to a BinaryLane IP address even when another organisation controls the registration and DNS.

A BinaryLane IP address does not prove that BinaryLane owns the domain or controls its DNS. It commonly means an administrator has pointed the domain at a VPS on our network.


Check where DNS is managed


Look at the domain's nameservers. If they are BinaryLane nameservers, DNS records are managed in mPanel. See Choosing the right nameservers for your domain and BinaryLane DNS hosting and nameservers.


If the nameservers belong to another provider, sign in to that provider's control panel to update the DNS records. The registrar and DNS provider may be different organisations.


Move a website to another server


First arrange the new hosting and make sure the website content is available there. Then log in to the DNS provider and update the relevant records, such as A, AAAA, CNAME or MX records, as required.


If the current website, DNS or email is managed as part of a bundled service such as cPanel, the service owner may need to provide an export of the content and configuration. If they do not cooperate, you can prepare replacement hosting and recover or rebuild the content separately, but you cannot redirect the existing domain until you control its DNS.


If you need to recover website files, databases or email data before moving the site, see Recover Website Content When You Have Lost Hosting Access.


If you cannot access a domain


For .au domains

If WHOIS shows Synergy Wholesale, use the Synergy Wholesale Partner Lookup. Synergy Wholesale may appear in WHOIS because it is the wholesale provider behind a registrar or reseller. See why Synergy Wholesale may appear in WHOIS.


If the Partner Lookup identifies BinaryLane as the partner, contact Synergy Wholesale to pursue its domain recovery or registrant correction process. Synergy Wholesale is our domain wholesale reseller and handles domain reclamation requests.

BinaryLane does not process domain reclamations or reassociate domains between customer accounts. We also cannot disclose the current account holder's identity, account details or login access.


auDA explains how to update .au domain name information, including finding the registrar or reseller through WHOIS. If you need further assistance after contacting the provider, use auDA's general enquiry form.


For other domain extensions

Use ICANN Lookup to identify the registrar, then contact that registrar about its recovery process. Requirements vary by domain extension.


Information to collect before seeking help


  • the domain name;
  • the registrar or wholesale provider shown by WHOIS;
  • the result of Synergy Wholesale Partner Lookup, where applicable;
  • the current nameservers and any relevant DNS lookup results; and
  • whether you need to move the registration, DNS, website, email or all of these.