A 500 response means the server could not complete the request, but the browser hides the underlying reason. The matching error log entry is the fastest route to a reliable fix.
Before you begin
Sign in through the official client area and keep account-specific values from your activation email available. Make a backup before changing production data or configuration.
Steps
- Capture the request: Record the URL, timestamp, action that triggers the error, and whether every page is affected.
- Read the error log: Use the control panel or application log and locate entries at the same time as the failed request.
- Review recent changes: Temporarily disable the last plugin, theme, rewrite rule, runtime change, or deployment using a reversible method.
- Check resource and syntax issues: Look for storage exhaustion, memory limits, incompatible PHP versions, missing modules, and invalid configuration.
- Restore known-good behavior: Correct the specific fault or roll back to a verified backup; do not leave debug output visible publicly.
- Escalate with a correlation point: Provide support the URL, timestamp with timezone, request identifier if shown, and the relevant sanitized log lines.
Important notes
- Avoid changing many settings at once; it destroys the evidence needed to identify the cause.
- Never paste secrets from configuration files into public logs or tickets.
When to contact support
Contact support if the documented controls are unavailable, the service reports an account-level restriction, or the issue continues after these checks. Include the affected domain or service, the exact error, a timestamp with timezone, and the steps already tried. Never include passwords, one-time codes, private keys, or complete payment details.
