Before anything else, find out whether the site is down for everyone or just for you. Load it on your phone with wifi off, or from another network. If it loads elsewhere, the problem is local: your browser cache, your network or your DNS resolver, and the site itself is fine. If it is down everywhere, work through the list below, then reach us with what you found.
The checklist
- Try another device and another network. This one step rules out half of all reports.
- Did the domain or DNS change recently? A new domain or a fresh DNS change can take up to 48 hours to reach every network. See New Domain Not Working Yet?.
- Is the domain itself current? A domain whose renewal was not paid lapses, and a lapsed domain stops resolving entirely. Check /portal/domains and /portal/invoices for anything unpaid.
- Did anyone change the site or server recently? If you or a third party you authorized made changes after we handed over credentials, start by undoing the last change. Under our Terms of Use, the site is your responsibility from handover, and fixing problems caused by changes we did not make is billable work.
How to reach us
- The chat on any page of this site. Your message is saved even when no one answers instantly.
- A support ticket at /portal/support, which keeps its history.
- Email [email protected].
- Phone 888-252-0251 for sales and support.
Tell us what you checked: which networks you tried, any error text on screen, and when it last worked. That detail routinely saves a whole round trip.
What to expect
Uptime depends on upstream providers, and there is no absolute uptime guarantee unless your agreement includes a paid SLA; the Terms of Use state this plainly. What you can expect is a straight answer about what is wrong and what happens next. Every way to reach us, with what each channel is for, is in All the Ways to Reach Us.
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