Start by defining the symptom: one page or every page, one device or every network, and an error message or a timeout. This prevents unrelated changes that can make recovery harder.
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
- Record the evidence: Save the exact URL, error text, screenshot, time with timezone, and recent changes.
- Check scope: Try a private window, another device, and a mobile network. Do not clear evidence before recording it.
- Check account and DNS: Confirm the service is active and the hostname resolves to the intended server.
- Check HTTPS: Test the certificate and redirects; compare HTTP only for diagnosis, not for submitting sensitive information.
- Check the application: Review error logs, storage limits, recent updates, database connectivity, and file permissions.
- Roll back carefully: Revert the last known change or restore a verified backup only after preserving current data.
- Contact support: Include the evidence, affected URLs, steps already tried, and your public IP if access appears blocked.
Important notes
- Do not post passwords, private keys, or database exports in tickets.
- A successful ping does not prove that the website application is healthy.
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.
