What Does "Unable to Place New Orders (001)" Mean?

If you see "This account is unable to place new orders. Please contact support if you feel you're receiving this message in error." followed by (001) or (002), an order restriction has been placed on your account. This guide explains what it means and how to get it lifted.

In this guide:

What (001) and (002) mean
How to get the restriction lifted

What (001) and (002) mean

Both codes come from the same restriction. The number only tells you where you saw it: (001) appears at checkout and (002) appears when adding something to your cart. If your card was authorized when the message appeared, that authorization is cancelled straight away, so you have not been charged.

An order restriction is placed on purpose. It is not a problem with your card and not a website error. It can happen automatically, for example after several declined payment attempts in a short time, or it can be placed by our team, for example while we look into a report about an account.

Note

While the restriction is in place, your domains and services will not renew automatically. If anything in your account is close to expiring, contact us soon so it is not left to expire.

The restriction also stops new auctions, bids, account transfers and registrations through the API. Everything you already have keeps working: your domains, DNS, email and hosting are not affected.

How to get the restriction lifted

Log in. You should arrive at the Domain Management page. Once you're logged in, click on Account in the top-right corner and select Settings / Billing.

In the "Your details" section, scroll down until you find the Phone number field. If it says "unverified", click send verification. You can choose to have a code texted to you, or you can receive a call with the code instead. Either way, enter the code that we provide to finish verifying your number.

A verified phone number is often the first thing we need, though on its own it doesn't guarantee the restriction will be lifted.

Contact our support team, or reply to the email we sent about the restriction if you received one. Tell us your account's username, and that you are seeing the (001) or (002) error message.

We will review the account and may ask you to complete additional verification steps, such as ID verification. Once the restriction is removed we will email you, and you can then place orders again.

Only our team can remove an order restriction; there is no setting to lift it from your account. Feel free to reach out to our support team with any questions.