The status badge next to each service in Services tells you exactly where that plan stands. Active means it's running normally. Pending means it's not provisioned yet, usually because payment hasn't been confirmed or setup is still processing. Suspended means it's been switched off, almost always over an unpaid invoice. Terminated means it's gone and won't come back on its own. Here's what each one actually means and what to do next.
Active
The service is live and working. No action needed. If a site on an Active service isn't loading, that's a different problem, most likely DNS or a server error rather than a billing issue. Start with HTTP status codes explained or, if you're seeing a blank error page, fixing a 500 Internal Server Error.
Pending
Pending means the order exists in your account but the service hasn't been fully provisioned yet. The most common cause is a payment that hasn't cleared or confirmed, but it can also just mean setup is still in progress right after you ordered.
What to do:
- Check Billing for an unpaid invoice tied to the order. Pay it and the service typically activates automatically once payment confirms.
- If you already paid and the service is still Pending after a while, don't keep re-submitting payment. Open a ticket from Support and reference the order so our team can check what's holding it up.
- New orders can sit in Pending briefly during automatic provisioning. Give it a few minutes before assuming something's wrong.
Suspended
Suspended means the service existed and was working, but access has been switched off. This is almost always billing: an invoice went unpaid past its due date. Your files and data aren't deleted at this stage, the service is just paused.
What to do:
- Go to Billing, find the unpaid invoice, and pay it. Suspension is generally lifted automatically once payment goes through.
- If the service is still showing Suspended after payment clears, or you believe it was suspended in error, open a support ticket. Real humans handle these, not just automation, so include the invoice number to speed things up.
- Don't wait too long to resolve a suspension. Services left unpaid for an extended period move to Terminated, which is a much harder problem to undo.
Terminated
Terminated means the service has been permanently removed, along with its data. This is the end state after a suspension goes unresolved for too long, or after you cancel a service yourself.
What to do:
- If you have a recent backup, you can rebuild on a new service, but Terminated itself isn't reversible the way Suspended is.
- If a service was terminated and you didn't expect it, contact Support immediately. The sooner you reach out, the better the odds anything is still recoverable.
- To avoid landing here, treat Suspended as your deadline. Pay the invoice before it escalates rather than after.
Where to check status and act on it
All of this lives in Services in the portal. Click into a service to see its full detail page: status, plan, billing cycle, and next renewal date, plus the tool tiles for that service and quick actions like upgrade or cancel. See find your way around the portal for the full map of where things live if you're still getting oriented.
When to contact support
Pay first if there's an unpaid invoice behind the status, that resolves most Pending and Suspended cases on its own. Open a ticket from Support → New ticket when: a service stays Pending well after payment, a Suspended service doesn't reactivate after payment clears, or anything shows Terminated that you didn't cancel yourself. Tickets go to real people, and for anything involving login or account-sensitive changes, have your Support PIN ready from Account.