When a provider refuses something you asked for

If a registrar or provider has ever said no to something you asked InfraNest to do, this article explains what you'll see and how to fix it. It's written for anyone managing domains in InfraNest, not just technical users.

Overview

• Buying, renewing or moving a domain, or adding a DNS record, means InfraNest asks a registrar or provider to do something on your behalf. When they refuse, InfraNest no longer just shows you their raw technical error.
• Instead you get: a plain-language sentence explaining what happened, guidance on what to do about it, and — where one exists — a button that takes you straight to the page at the provider that fixes the problem.
• The provider's own wording is still shown, in quotes, underneath — handy if you need to quote it to their support team, but it's no longer the first thing you read.
• You'll see the same information by email (since domain orders are placed in the background and can fail minutes later), and it's also kept on the domain itself in InfraNest for as long as you need it.

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

Read a refusal

1. When something is refused, look for three parts: a short headline describing what happened, a line telling you what to do about it, and — if one applies — a button to fix it directly at the provider.
2. Scroll down to see the provider's own words in quotes, introduced by "Their exact words:". Keep these handy if you need to contact the provider's support team.
3. If the refusal happened on a domain order, you can also find it later by opening Domains, then opening that domain — the same message and button will be there.

Fix it at the provider

1. Find the button on the refusal message — for example Add credit at Porkbun or Verify your Porkbun account.
2. Select the button. It opens the exact page you need at the provider, in a new tab — never a different site, always a page on the provider's own domain.
3. Complete whatever the provider asks for (adding credit, verifying your email or phone, fixing a profile field, updating an API key, and so on).
4. Come back to InfraNest and try the same action again.

Fix contact details

1. If the refusal names a specific contact field — for example a phone number in the wrong format — the button will say something like Edit contact details.
2. Select the button. It takes you to Contacts in InfraNest, since that's where the value originally came from.
3. Update the field so it matches what the provider expects, then try the order again.

Tips

TipMost refusals are ordinary stages of a brand-new provider account rather than something broken — things like an unverified email, a low prepaid balance, or an incomplete profile. A minute or two of setup at the provider usually clears them.

• Too many requests needs no fix at all — just wait a moment and try again.
• If an API key keeps being refused for the same feature, InfraNest will pause asking for that feature for a few days and say so on the Integrations page. The rest of your account keeps working normally.

Troubleshooting

• Ordering several domains at once: each domain is ordered separately, since no registrar can process several purchases atomically. Each name succeeds or fails on its own, and the ones that succeeded are removed from your basket — trying again never buys the same domain twice.
• The same domain appears in the basket more than once: this can't happen. A domain always belongs to one registrar account, so if it's already in your basket there, the Add button is greyed out elsewhere and shows which account holds it. Remove that line first if you'd rather buy it through a different account.
• A refused order is not a lost domain: if an order never went through, it shows as a failed domain in your list. It was never registered and nothing was charged — you can delete it or try the same name again.
• A connection that keeps failing in the background (rather than refusing something you just asked for) is a different situation — see the article on when a connection stops working instead.