If your website shows a suspension page or you can't get into cPanel, your account has probably been suspended. Suspension is temporary: your files, databases and email are kept exactly as they were. This article explains the usual reasons and how to get back online.
Find out why
Check your inbox for our suspension notification email, which gives the reason. The usual causes are:
- An overdue invoice. By far the most common.
- Resource limits exceeded, for example a runaway script or plugin using far more than its share of the server.
- A security or Terms of Service issue, such as malware or compromised files found on the account, or abuse complaints.
- A planned change, such as a plan change, migration or closure in progress.
Suspended for an overdue invoice
- Log in to the client area.
- Go to Billing › My Invoices and open the unpaid invoice.
- Click Pay Now. See how to pay an invoice for the methods we accept.
Once the payment is recorded, the account reactivates automatically, usually within a few minutes. You don't need to contact us.
Paying by EFT? EFT payments can take up to 3 business days to clear, and we can only allocate a payment once it's in our bank account. A proof-of-payment email isn't treated as payment received, so pay EFT invoices well before the due date.
Suspended for resources, security or abuse
These suspensions aren't lifted automatically, because turning the account back on without fixing the cause usually leads straight to another suspension. Open a support ticket and we'll explain what we found and what needs doing. That might be removing a misbehaving plugin, cleaning infected files, or moving to a plan that better fits your site.
Paid, but still suspended?
- Check the invoice shows Paid in the client area, not just submitted.
- Check there isn't a second unpaid invoice for the same service.
- If both look right, open a ticket and include the invoice number.
Avoiding it next time
- Keep your billing email up to date so reminders reach you. See updating your contact and billing details.
- Keep WordPress, plugins and themes updated. Outdated software is a common route to security suspensions.
There's more detail in our blog post Why was my hosting suspended, and how do I get back online?
