A suspended account's website, email and cPanel all stop, but nothing is deleted. The service page tells you why, and the reason decides what lifts it.
Find the reason
Open All services; the service is under Needs attention with the badge suspended. The dashboard shows a to-do with See why. Open the service: a card at the top names the reason.
Suspended: an invoice is unpaid
"This service is paused because an invoice is overdue. It restores automatically within minutes of payment." Press Pay invoice #… and pay it by bank transfer (see Pay an invoice by bank transfer). Once our team confirms the transfer, the service comes back by itself; nothing to ask for.
This happens 7 days after a renewal invoice's due date. Pay before day 30: on day 30 the service is terminated, and its data is deleted 7 days later. See When you are billed.
Suspended: an abuse report
"We suspended this service after an abuse report. Paying an invoice does not lift this; a person reads every appeal." Press Open a ticket, say what you have fixed or why the report is wrong, and a person reviews it. See What you may not host and Abuse reports and takedowns.
Suspended: a billing review
"We suspended this service while we review recent billing activity. A person reads every appeal." Press Open a ticket. We may ask you to verify your identity.
Suspended by our team
"Our team has suspended this service. Open a ticket to find out why or to ask us to lift it."
While suspended
- Log in to cPanel and Reset root password are not offered; they return when the service runs again.
- Your data stays as it was. Backups continue to be kept for their normal 7 days.
- On a reseller plan every account you host is suspended with yours, and only those come back when yours does. See What suspension or termination does to your clients' accounts.
Was this article helpful?
Still need help?
Our support team answers every ticket. Sign in to the client area to open one, or send us a message.