My website isn’t loading

Work through these checks before contacting us. Most problems are solved in the first three.

1
Check from another device
Open your site on your phone using mobile data (Wi-Fi off). If it works there, the problem is your computer or network: clear the browser cache or restart the router.
2
Check the domain hasn’t expired
Sign in to the Client Area and check that the domain and hosting are active and paid.
3
Did you just change nameservers?
If you changed them in the last 24–48 hours, the change may still be spreading. See Point your domain to Hosteran.
4
Look at the error message
“Error establishing a database connection”: check the database details in your configuration file. “500 Internal Server Error”: often caused by a plugin or a .htaccess change. “403 Forbidden”: check the file permissions or that index.html/index.php exists.
5
Restore a working version
If it broke after an update or change, restore yesterday’s backup (see Backups).
6
Contact us
Still down? Open a ticket with the exact error message and the time it started.

Stuck on a step? Open a ticket and tell us the step number.