My accounts been suspended – what can I do?

We only suspend accounts when absolutely necessary.

If you are seeing a message that says your website is temporarily offline, then there are two likely reasons:

Your hosting plan Invoice is overdue
All Invoices are sent 7 days before the renewal date and you have a further 7 days grace period after which to make payment giving a 14 day payment window. In that time we will usually send at 4 email reminders before suspending your account. You can re-activate a site automatically within minutes by logging in and paying the overdue invoice. But if payment is not made your account may be terminated, including any data on your account.

 

Your site or email accounts have been compromised
We operate a range of security measures. As part of our security system, we scan in real time all file uploads to your website, and periodically we carry out full scans against open source and proprietary malware fingerprint databases.

If these systems detect a match that represents a likely threat to the security of your website content, then we will suspend the account to protect the integrity and reputation of your business, our network and other customers on the same server.

We also monitor unusual email activity. If we find your account is suddenly sending out a large number of emails to non-existent addresses, or we begin receiving a lot of complaints regarding email originating from your account, then we will again suspend your account pending investigation.

If this is the reason for your suspension then you will likely have received a Security Notice detailing the issue(s) that needs to be resolved. Please contact support for more information.