I have a domain that was purchased from a friend last year that was with them. Tried to move it from RegisterFly to my usual registrar a couple months ago when it came up for renewal. Total pain in the ass that took way longer than it should have, but after multiple trouble tickets, phone calls and bs excuses about their upgrades...I did FINALLY get it moved. Would never register a domain through them
Sorry I don't have any good advice about how to fix your issue...other than be tenacious and try to keep a cool head through the process. Good luck
