Some UltraDNS actions cannot be completed by Support unless the request comes from a user who has the required permissions in the relevant account. This includes actions such as deleting domains, transferring domains between accounts, and making DNS changes that affect ownership or resolution. If the requester does not have the required level of access, Support will not perform the change on their behalf.
When This Applies
- You are trying to delete a domain or zone
- You are asking Support to move a domain to another account
- You are trying to recreate a domain that already exists in the platform
- You receive an error such as
Insufficient permissions. User cannot access object. - You can view a domain but cannot perform the change you want
Why Support Cannot Complete the Request
UltraDNS uses account based permissions to control who can perform privileged actions. A user can belong to an account and still not have permission to delete domains, transfer domains, or make other destructive changes.
Support does not bypass the customer’s permission model or approval process. If a user does not have the required authority in the account, the request must come from an authorized account administrator or the account owner.
How Permissions Work in UltraDNS
UltraDNS accounts include default role types such as Primary User, Admin, Reporting, and Technical. Accounts can also use custom groups with customized permissions.
A custom group may allow some actions, such as read, write, or create, without allowing delete. In that case, the user may be able to work with the domain in some ways, but they are still not authorized for deletion or other privileged changes.
For privileged actions, delete permission is the key boundary. If delete permission is not granted for the relevant object, the user is not considered authorized for that type of change.
What Common Permission Errors Usually Mean
If you receive a message stating that you have insufficient permissions, UltraDNS is indicating that your current user does not have access to perform that action in the account context being used.
This commonly happens when:
- The domain already exists in a different account
- The user belongs to the account but does not have delete permission
- The user is in a custom permission group that is not equivalent to full admin access
- The requested action must be performed by the Primary User or an Admin
What To Do Next
If you cannot complete a privileged action yourself, the next step is to work through an authorized user in the owning account.
- Confirm which UltraDNS account currently contains the domain or zone.
- Confirm whether your user has Admin level permissions or delete permission for that account.
- If you do not have that permission, contact the Primary User or an account Admin for that account.
- Have the authorized user either perform the action directly or submit the request to Support.
Duplicate Domain and Existing Domain Requests
If you are trying to create or register a domain and UltraDNS reports that it already exists, Support will not delete or move that domain as a shortcut unless the request is authorized by the correct admin in the owning account.
The correct process is to identify the account that currently owns the object and then work through an authorized user for that account.
Important Notes
- Being able to view or manage some parts of a domain does not automatically mean you have permission to delete or transfer it
- Read, write, and create permissions are not the same as full admin access if delete is not included
- Support does not bypass internal customer approval requirements or account permission controls
- If an Admin or Primary User receives an unexpected insufficient permissions error for an action their role should allow, that may require further investigation
Expected Outcome
Once the request is submitted by a properly authorized user, Support can evaluate and process the change according to the account’s permission model and the requested operation.