When a provider refuses something you asked for

If you've ever tried to buy, renew, or update a domain and gotten a confusing error, this article explains how InfraNest helps you understand — and fix — what went wrong. It's for anyone managing domains through InfraNest, no technical background needed.

#Overview

• Actions like registering a domain, renewing it, transferring it in, or adding a DNS record all involve InfraNest asking a provider (a registrar or cloud provider) to do something on your behalf.
• When a provider says no, InfraNest translates their response into plain language instead of showing you raw technical errors.
• You get three things: a plain-language explanation of what happened, guidance on what to do about it, and — where possible — a button that takes you straight to the page that fixes it.
• The provider's own original message is still shown in quotes underneath, in case you need to share it with their support team.

NoteNothing is charged when a domain order is refused. The refusal happens before any money moves, so you can fix the issue and try again safely.

#Read a refusal

1. Look for the headline — a plain-language sentence explaining what happened (for example, "Not enough credit at Porkbun" instead of a raw error code).
2. Read the guidance underneath it. Where the provider supplied their own instructions, you'll see their words used directly.
3. If a button is shown, it will take you to the exact page at the provider needed to fix the issue, opening in a new tab.
4. Check the provider's original message, shown in quotes under "Their exact words:" — keep this handy if you need to contact their support.
5. You'll also get this same information by email, since domain orders are placed in the background and a refusal can arrive after you've closed the tab.
6. You can also find the refusal later by opening the domain from Domains — it stays there, with its button, for as long as you need it.

#Fix it at the provider

1. Open the refusal, either in InfraNest or from the email you received.
2. Click the button shown with the refusal — it opens the relevant page directly on the provider's own site, such as their verification page, their top-up page, or their API-key page.
3. Complete whatever the provider asks for there (for example, verifying your email and phone, adding credit, or fixing a permission).
4. Come back to InfraNest and try the same action again.

TipIf a refusal keeps happening for the same feature, InfraNest may pause asking for that one feature for a few days so the rest of your account keeps working normally. You'll see this noted on the Integrations page.

#Fix contact details

1. If a refusal names a specific contact field (for example, a badly formatted phone number), the button will bring you back into InfraNest instead of to the provider.
2. Click the button to go to Contacts.
3. Update the field that was flagged — registrars are often strict about phone number formatting in particular.
4. Save your changes, then try the original action again.

#The refusals you are most likely to meet

Most of these are simply the normal state of a brand-new provider account, not something broken:

• Your account isn't verified yet — most registrars require you to confirm your email and phone number before they'll sell you anything. This usually takes about a minute.
• Not enough credit — some registrars, including Porkbun, use a prepaid balance instead of charging a card directly. If the balance can't cover the order, they refuse it.
• Your profile is incomplete — usually a missing phone number or address in your profile at the provider, not something you entered in InfraNest.
• The key was refused, or is missing a permission — the button takes you to the provider's API-key page.
• A setting is switched off — often API access for a particular domain, or a restriction on which addresses a key can be used from.
• The details we sent aren't in the form they accept — when this names a contact field, the button brings you to Contacts in InfraNest.
• Too many requests — nothing to fix here; just wait a moment and try again.

#Tips

• The button next to a refusal always opens the provider's own site, and only ever a page on their domain — never a link they supplied elsewhere.
• Ordering several domains at once sends one order per name, since no registrar can process several at the same time. Each name succeeds or fails on its own, and names that went through are removed from your basket so trying again never buys anything twice.
• A domain can only be in your basket once, tied to one registrar. If a name is already in the basket under one account, the Add button will be greyed out on the others and will say which account holds it. Remove that line first if you'd rather buy it elsewhere.

#Troubleshooting

• A refused order is not a lost domain. If an order never goes through, it leaves a failed line in your domain list. It was never registered, so nothing is at risk and nothing was charged — you can delete the line or try the same name again.
• If the issue isn't about something you just asked for — for example, if a connection keeps failing quietly in the background rather than refusing a specific action — that's covered separately in the article on when a connection stops working.