Why was my account suspended?

Suspension means we've stopped serving traffic to your hosting accounts (websites show error pages) but haven't deleted anything. It's almost always a billing issue, occasionally a terms-of-service issue.

The most common reason: unpaid invoice

A renewal invoice went unpaid past the grace period. The flow:

1. Renewal invoice generated — 30 days before due date.
2. Email reminders at 30, 14, 7, and 1 day before due date.
3. Auto-pay attempts if you have a saved card on file.
4. Due date — invoice marked overdue.
5. 5–7 days overdue — service suspended (your sites stop serving traffic, but data is preserved).
6. 30+ days overdue — service is queued for termination. Data starts being deleted.

How to recover from suspension

1. Sign in to Billing.
2. Find the unpaid invoice.
3. Pay it.
4. The service typically reactivates within minutes — your websites come back online.

If your saved card is the issue (declined, expired):

1. Go to Account → Payment methods.
2. Add a fresh card; set as default.
3. Retry the invoice payment.

If you can't pay right now (cash flow issue, awaiting funds), open a ticket with billing. We can:

• Extend the suspension grace period in some cases.
• Defer payment to a specific date.
• Set up payment plans for larger amounts.

Less common reasons: terms of service violations

We rarely suspend for ToS violations, but it can happen for:

• Hosting illegal content — child exploitation, fraud, malware distribution.
• Spam — sending bulk unsolicited email from the hosting account.
• DDoS abuse — using the account to attack other systems.
• Resource abuse — sustained use far exceeding the plan's limits, refusing upgrade.
• Fraudulent payment — charges that turn out to be unauthorized.

For ToS suspensions:

• We email you the specific reason.
• The data isn't immediately deleted; you have time to respond.
• For genuinely innocent triggers (hacked WordPress sending spam, for example), we work with you on cleanup and reactivation.

If you believe a ToS suspension is in error, reply to the suspension email with your side. We review every case individually.

Distinguishing suspension from outage

Your site isn't loading. Possibilities:

• Suspension — you see a "this account is suspended" message or a generic error page when you visit the site. The portal shows the service status as "Suspended."
• Outage — server is down or DNS is broken. Status page may indicate; the service status in the portal usually still shows "Active."
• DNS misconfiguration — site loads but at the wrong place. Service status: Active.

Check Services for the actual service status. If it's suspended, this article applies. If it's something else, see Troubleshooting (or open a ticket).

Multiple suspensions

If your account has been suspended multiple times, we might:

• Require automatic payment via card (no monthly invoice cycle).
• Require pre-payment for renewals.
• Investigate any recurring underlying issue.

We don't penalize you, but we may ask to address the root cause to avoid future suspensions.

Data retention during suspension

• Day 0–30 of suspension: all data preserved. Pay the invoice; service reactivates with everything intact.
• Day 30+ of suspension: data starts being deleted. Recovery becomes increasingly limited.
• Day 60+: data is fully deleted. Even if you pay, we can only spin up a fresh service — past content is gone.

For business-critical sites, don't let suspension reach day 30. Set up auto-pay and watch for failed-card emails.

Auto-pay best practices

To avoid suspension entirely:

1. Save a working card in Account → Payment methods and mark as default.
2. Make sure the card has enough margin to cover renewal charges.
3. Watch for card-expiry warnings (we email when a card is approaching expiry).
4. Watch for failed-payment emails (we email immediately).
5. Update card before expiry; we retry charges automatically.

With auto-pay configured properly, you shouldn't see suspensions.

Power-user note

For accounts where suspension would be catastrophic (e-commerce, business-critical), additional safeguards:

• Multiple cards on file — backup cards if the primary fails.
• Multiple billing contacts — alerts go to more than one email so a vacation doesn't cause a missed warning.
• Annual or multi-year prepayment — eliminates monthly renewal failure risk for the duration.
• Account credit — keeping a balance on file that auto-applies to invoices.

Open a ticket with billing to set up any of these.