Short video (23 seconds)
What is an abuse report? #
When we detect something from your account that harms the server or others, such as mass spam, infected files or an attack from your site, we suspend the service to protect you and other clients, and send an abuse report in the client area explaining the reason and the fix. Do not worry: this happens to many sites, usually because of a plugin or a weak password.
How do I know there is a report? #
When you log in you see a notice that you have an open abuse report, and you cannot browse other pages until it is resolved. The reports list shows the category (the reason), status, date and reply.
What should I do? #
- Do not rush to support: open the report and read it carefully; the reason and fix are usually in it.
- Reopen the service: click Unsuspend at the top of the report so you can access your site and fix it. If it does not reopen, tell us by replying to the report.
- Fix the problem: change passwords (cPanel and email), update WordPress and plugins and remove unused ones, and delete infected files.
- Reply to the report with what you did, so we can close it and the service is not suspended again.
What if I cannot fix it? #
Do not hesitate: after the steps above, open a support ticket in Hosting Support with the report number and what you tried. For WordPress sites, the WordPress guides may help.
FAQ #
Why was my site suspended without warning? #
Some cases harm the server and other clients right away, such as spam, so we suspend first and then send the report.
Are my files deleted? #
No. Suspension deletes nothing, and everything returns once the service is reopened.
How do I prevent it? #
Strong passwords, regular updates, and two-factor authentication on your account.
