What happens if my site is suspended for non-payment?
2 min read
Nobody wants their website to go dark, and we never suspend a site without warning. Here is exactly how it works and how to fix it fast.
Before anything is suspended
If a subscription payment fails (an expired card is the usual culprit), your account enters a grace period, currently 7 days. During that time:
- Your site stays fully online. Nothing changes for your visitors.
- We email you about the failed payment so you can sort it out early.
- You can settle the outstanding invoice at any time from your billing page.
If the balance is still unpaid when the grace period ends, hosting for the affected service may be suspended and we email you again to let you know.
If you cancel a subscription instead, it simply runs to the end of the period you have already paid for, then stops. There is no grace period after a cancellation because there is nothing owing.
How to get back online
- Log in to the client portal and open Billing.
- Any unpaid invoice is listed there. Pay it and the account is squared away.
- If your card has changed, or something looks wrong on the invoice, raise a support ticket and we will sort it with you directly.
Once the balance is cleared we restore the service. If you are in a genuinely tight spot, talk to us before the grace period runs out. We are a small team, not a faceless billing machine, and we would always rather work something out than switch a site off.
What suspension does and does not do
- Suspension pauses hosting. Your site content, your data and your backups are not deleted.
- Your domain name is unaffected unless the unpaid item is the domain itself.
- Restoring service after payment does not cost anything extra.