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ICANN Unveils New Community-Focused ‘I Need Help’ Pages

19 January 2023

As a part of ICANN's continuing efforts to build the Information Transparency Platform (ITP), I am pleased to announce the launch of new global support pages, called "I Need Help".

These pages, which will replace the current Global Support page, are intended to provide guidance and direction to anyone who may have questions, concerns, or complaints about ICANN organization (org) or Domain Name System (DNS)-related matters.

The two new pages are: the "I Need Help" landing page and the "I Need to Talk with Someone" contact page.

"I Need Help" Landing Page

This landing page provides a road map for individuals who wish to submit a question, concern, or complaint. Through this page, users can learn about how to best resolve their issue, including what ICANN org function is best positioned to assist them and what other resources are available for their specific inquiry. Additionally, this page includes links to essential information for registries and registrars, as well as pages filled with background information on both domain names and the DNS.

"I Need to Talk with Someone" Contact Page

Should a user not find their desired answer or resolution through the "I Need Help" page, they can instead use this page to reach out directly to ICANN org for assistance. There are three options for contacting ICANN:

  • Email the Global Support Team
  • Call the Global Support Team, with phone numbers for each ICANN region
  • Open a case (reserved for contracted parties and generic top-level domain applicants)

Although our Global Support team is available five days a week to assist the Internet community, there are matters that lie outside of its purview. This page lists the topics ICANN org can assist with, as well as the topics it cannot help with.

In total, the new "I Need Help" pages provide a useful resource that streamlines the process for those needing support and delivers timely information at your fingertips.

For more information about the ITP, please visit https://www.icann.org/iti. For any ITP-related questions or comments, please contact the ITI team at: informationtransparency@icann.org.


Sally Newell Cohen

Sally Newell Cohen

SVP, Global Communications