Xilo - Problems transferring domain away

Does anyone have experience of transferring a domain registered with Xilo away? Their FAQ refers to an EPP Key button to request the Authorization Code but the button does not exist and they are ignoring my help-desk tickets (since 21 December) asking for help.

Help or advice please anyone?

No experience of Xilo sorry, but if it's a .co.uk domain, there's an alternative way, going direct to Nominet.

I'd echo clyde's comment.
When I contacted nominet because I couldn't find adequate detail for transferring a domain, I got phone contact with a person who (verbally) took me through the necessary actions - even tho' I couldn't find enough about the nominal site owner for the domain.

Thanks for the suggestions. Sadly, it's a .io and I emailed support at nic.io but never got a reply.

I heard back from Xilo a couple of days ago but they say they are having problems with the registry and will get back to me when they know more. Nothing so far.

Edited by deleted (Fri 11-Jan-19 18:47:40)

I heard back but it was no help. Something about the registrar having sent the EPP Code to my registered email address. There is no email registered against my WHOIS entry and I am unable to change it. I raised a help-desk ticket with Xilo about a problem on their system giving an error message when attempting to update WHOIS details but it was deleted.

I am very disappointed with their handling of my attempts to transfer my domain away. Basically, I have had to leave my domain with them. Beware then if you plan to register a domain with Xilo because, for me, it's the Hotel California.