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If your website won’t open, the cause is usually one of a few simple things. Work through these checks in order. Most problems are found in the first three.

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1. Is it just you?

  • Open the site on your phone using mobile data, with Wi-Fi turned off.
  • Try a private browsing window, or a different browser.
If the site works elsewhere, the problem is on your computer or network. Clear your browser cache and restart your router. If you’ve just changed DNS, see step 4.

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2. Is your hosting active?

Hosting is suspended if a renewal invoice isn’t paid. A suspended site doesn’t load. In the Client Area, click Services and check that your hosting shows Active. If you have an unpaid invoice, pay it from Billing → My Invoices. See Overdue invoices and suspension.

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3. Has your domain expired?

An expired domain stops your website and email working. Click Domains in the top menu and check the Next Due date and Status. If the domain has expired, renew it as soon as possible, because renewing late costs extra. See Renewals.

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4. Does your domain point to HostCloud?

Click Domains, then the ⋯ menu on the domain’s row, and choose Manage Nameservers. For HostCloud hosting, Use default nameservers should be selected, or you should see ns1.mysecurecloudhost.com to ns4.mysecurecloudhost.com.

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5. Do you see an error message?

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6. Did you change something recently?

A new plugin, theme, update or settings change is a common cause. Undo it if you can. If you need to go back further, you can restore your files or database from a daily backup. See Restore and download backups.

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Still not working?

Open a Technical Support ticket. To help us fix it faster, include:
  • Your domain name
  • The exact error message, or a screenshot
  • When it stopped working, and anything you changed just before