Tips for Calling the Help Desk

ARIN’s Registration Services Help Desk is open and available by phone at +1.703.227.0660, Monday through Friday, 7:00 AM to 7:00 PM Eastern Time. Our goal is to answer your questions as thoroughly and efficiently as possible. If your call is not answered immediately, please stay on the line until one of our Customer Service Resource Analysts is available to answer your questions.

After dialing +1.703.227.0660, please first identify the nature of the call. Most likely your question will fall into one of the topics below. In order to help serve you better, please use the tips for each category of question. To get to this page again in the future, use the “Tips for Calling the Help Desk” link in the page navigation on any of the relevant pages on this website.

I have a question about . . .

Checking on the status of a pending request or checking to see if a request has been completed:

Whether submitted via ARIN Online, email templates or ARIN’s RESTful Provisioning system, many requests are now auto-processed and you will be returned a success or error notification. Tickets are not provided for these auto-processed requests. You can view the updated record through your ARIN Online account. You can also check ARIN’s Whois database, but please note that though ARIN’s Whois database is updated several times throughout the day, you may not see the changed record immediately.

Some requests submitted to ARIN may require staff review before they can be processed. A ticket number will be generated. Whether submitted via ARIN Online, email templates or ARIN’s RESTful Provisioning system, you can now check the status of most tickets by selecting Tickets when logged in to your ARIN Online account. A notification is also sent to you when ARIN communicates with you regarding a ticketed request (our policy is to respond in two days or less). Choose the notification icon next to your name to view a list of your notifications.

If you would still like to speak with a Customer Service Resource Analyst about the ticket, log in to your ARIN Online account and select Tickets to display the pending request. Be ready to provide your ticket number so the Customer Service Resource Analyst on the line can step through the history with you. If you have called about this ticket previously, provide the name of the Customer Service Resource Analyst who assisted you on your prior call.

Supplying additional information regarding a pending request:

Whether submitted via ARIN Online, email templates or ARIN’s RESTful Provisioning system, you can supply additional information on a pending ticketed request through your ARIN Online account. Go to Tickets and view the ticket. Scroll down to the Provide Additional Information field and submit your information. You have the ability to include attachments when supplying additional information.

Completing a resource request:

Log in to your ARIN Online account and have the resource request form open so the Customer Service Resource Analyst on the line can step through the submission process with you.

How to make a modification to an existing record:

Have an example IP number available from the network you want to change. If requesting modification to an Autonomous System Number (ASN), have the ASN available. If your ARIN Online account is linked to a POC authorized to modify the resource, log in to your ARIN Online account and view the resource.

Receiving spam or unwanted messages:

• Locate the IP address of the unwanted message (in header of message).
• Search on the IP address in ARIN’s Whois database.
• Contact the organization to whom that the IP address is registered.
• Contact the upstream ISP if applicable.
• Check out ARIN’s Network Abuse page for more information and for links to additional resources.

A possibly invalid POC in ARIN’s database:

Use Ask ARIN to create a ticket detailing the POC handle, registration information on the POC of the resource, and summary of the information you have. ARIN will do its best to try to get updated information for the stale data and will also attempt to contact the upstream ISP (if applicable).