Before you panic and open a ticket at 2am, run through this. The fix depends entirely on what kind of "not working" you're actually looking at, and you can tell which one in a couple of minutes.

Step 1: Is it actually your site, or is it you?

Open a few other websites first. Google, a news site, anything. If those load fine and yours doesn't, keep going. If nothing loads, the problem is your internet connection or your ISP, not us.

Step 2: Check if it's down for everyone, or just you

Head over to downforeveryoneorjustme.com and put your domain in.

Run it twice.

These checkers sometimes cache a result or catch a site mid-recovery, and a single check can lie to you in either direction. Two checks a minute apart gives you an actual answer.

Step 3: What does "not loading" actually look like?

This is the part that decides everything else, so pay attention to what you're actually seeing.

Your browser shows an actual page, and it mentions suspension. That's the server responding to you, just with bad news instead of your site. This comes down to either an overdue invoice or your hosting package's resource limits being hit for the hour. Resource suspensions lift automatically once the hour resets. Billing suspensions don't lift themselves. Check your invoice status in the client portal before opening a ticket, since that's the fastest way to fix it yourself.

Nothing loads at all, it just times out. No suspension page, no error, just a blank wait until the browser gives up. That's not a suspension. That's your IP address getting banned at the firewall level, and the server never even gets far enough to tell you why.

Bans happen for a few specific reasons: too many failed login attempts, too many new connections created within a five minute window, or a mail client or app hammering the server with a connection attempt every second or so. All three read as an attack pattern to the firewall, even when it's just an overzealous mail client or a mistyped password a few too many times.

If this is what's happening, your client portal and ticket system are likely unreachable too, since your IP is blocked from everything on that server, not just the website. Don't wait on a ticket. Reach us on WhatsApp or from an alternate email address, and we'll investigate and clear the ban quickly.

Step 4: Still stuck

If you've ruled out suspension and ban and the down-for-everyone check says it's genuinely down for everyone, that's a server-side issue on our end. Open a ticket with the check result and roughly when it started, that one detail saves us the first five minutes of diagnosis.