When a provider refuses something you asked for

This article is for anyone who has tried to buy, renew, or transfer a domain (or make another provider-side change) and got turned down — and wants to know what to do next.

Overview

• When a registrar or provider refuses a request, InfraNest translates their raw error into plain language.
• You get three things: a plain-language explanation of what happened, guidance on what to do, and — where one exists — a button that takes you straight to the page at the provider that fixes it.
• The provider's own wording is still shown, in quotes, underneath — useful if you need to contact their support.
• You'll see the same information by email, since domain orders are processed in the background and can fail after you've closed the tab. The refusal is also kept on the domain itself, under Domains.

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

Read a refusal

1. Open the refusal wherever it appears — in the app, in the email, or on the domain's page under Domains.
2. Read the headline first — a plain-language summary such as "Not enough credit at Porkbun".
3. Read the guidance underneath it for what to do next.
4. If you want to see exactly what the provider said, look under "Their exact words:" — this is shown in quotes for reference or for quoting to their support.

Fix it at the provider

1. From the refusal, select the button provided — for example Add credit at Porkbun or Verify your Porkbun account.
2. This opens the relevant page directly on the provider's own site, in a new tab.
3. Complete whatever the provider asks for — verifying your account, topping up your balance, fixing a permission, and so on.
4. Return to InfraNest and try the same request again.

Fix contact details

1. If the refusal names a specific contact field (for example, a rejected phone number), select the button shown — such as Edit contact details.
2. This takes you to Contacts, since that's where the details originally came from.
3. Correct the field and save your changes.
4. Try the original request again.

The refusals you are most likely to meet

Most of these are ordinary states of a brand-new provider account rather than anything being broken:

• Your account isn't verified yet. Most registrars require a confirmed email address and phone number before selling anything. The button goes to their verification page.
• Not enough credit. Some registrars — Porkbun among them — pay for domains from a prepaid balance. The button goes to their top-up page.
• Your profile is incomplete. Usually a missing phone number or address on the provider's own profile.
• The key was refused, or is missing a permission. The button goes to their API-key page.
• A setting is switched off. Often API access for a domain, or an address restriction on a key.
• The details we sent aren't in the form they accept. When the refusal names a contact field, the button takes you to Contacts.
• Too many requests. Nothing to fix — wait a moment and try again.

Tips

TipThe button on a refusal always opens the provider's own site, and only ever a page on their domain — never a link supplied elsewhere. It's always safe to select.

Troubleshooting

• Ordered several domains and only some failed? Each domain is registered with its own request, since no registrar can process several names as one action. Names that succeeded are already being registered and are removed from your basket automatically, so trying again never buys anything twice.
• Can't add a domain to your basket? A domain has exactly one registrar, so if it's already in the basket under one account, Add is greyed out on the others and shows which account holds it. Remove that line first if you'd rather buy it elsewhere.
• Worried a failed order affected an existing domain? It hasn't. A refused order was never registered, so nothing is at risk and nothing was charged. You can delete the failed line or try the same name again.
• Refusals keep happening on their own, without you asking for anything? That's a different situation — see the article on when a connection stops working instead.