Why was my website or email suspended?
If your website has stopped loading, your email has stopped working, or you have received a suspension notice, this guide explains the common reasons and exactly what to do next.
The common reasons for suspension
- Unpaid invoices. Services are suspended when an invoice has remained unpaid for a while. You will have received reminder emails first: What happens if I don't pay an invoice on time?
- Spam or abuse. If your email account or website is sending spam, we suspend the account to protect other customers and the server. This usually means the account was compromised: Have I been hacked? Signs, first steps and how we can help
- Resource limits. Accounts that constantly use far more resources than their plan allows can be restricted to keep the server stable for everyone.
- Terms or policy issues. Rarely, an account is suspended for content or activity that breaches our terms of service.
What to do first
- Check your email for notices from us. The notice says what was suspended and usually why. Check the spam folder too.
- Log in to the client area and check for unpaid invoices: How do I view and pay my invoices
- If the reason may be spam, change your email and cPanel passwords straight away: Email Accounts - Changing password and Change cPanel Password
- Do not try to work around the suspension. That makes it look worse, not better.
How to get unsuspended
- If it is an unpaid invoice, pay it and the service is normally restored automatically.
- If it is spam or abuse, open a ticket. We check what happened, help you secure the account, clean up if needed, and restore service once the cause is fixed. Suspensions for spam are usually lifted quickly once we confirm the account is secure.
- If it is resource usage, we will show you what is using the resources and your options: Upgrading Your Hosting Package
How to avoid it happening again
- Keep a payment method on file so renewals are never missed.
- Keep your website software, plugins, and passwords up to date.
- Never share your cPanel or email passwords, and remove access for people who no longer need it.
- If you are not sure why a suspension happened, ask us. We would rather explain and help than leave you guessing.
