My hosting account is suspended: what do I do?

How you know

• The website shows a "This account has been suspended" page.
• Email to and from the domain stops. Senders get a bounce.
• You can't log in to cPanel or DirectAdmin.
• The service shows Suspended under Services → My Services in the client area.

Nothing is deleted when an account is suspended. Files, databases and email stay on the server. Everything returns when the suspension lifts.

Step 1: Find the reason

1. Log in to the client area at portal.webway.host.
2. Check Billing → My Invoices for anything Unpaid or Overdue.
3. Check your email (including spam) for messages from Webway. A suspension email gives the reason.
4. Check your support tickets for a ticket opened by us.

Reason 1: Unpaid invoice (most common)

Hosting is suspended automatically when an invoice is still unpaid 5 days after its due date. You'll have received reminders before that.

Fix: pay the invoice. See How to pay an invoice (card or PayFast).

The account is unsuspended automatically within a few minutes of payment.

Webway doesn't charge late fees.

If your website hasn't returned 15 minutes after a card or PayFast payment, clear your browser cache or try a private window. The suspension page is often cached. If it's still down, open a ticket with the invoice number.

Reason 2: Abuse, security or terms of service

An account can be suspended without a billing problem when it's harming the server or other customers. Typical causes:

• Sending spam, or a hacked mailbox sending spam.
• Malware or phishing pages on the website, often from a hacked WordPress site.
• Excessive resource use that affects other customers on the server.
• Content or activity that breaks our terms of service.

Fix: you will have a ticket or email from us explaining the problem and what needs to change. Reply in that ticket. We unsuspend once the cause is dealt with, for example the malware is cleaned or the compromised password changed. See My website or email account has been hacked: what to do.

Reason 3: Cancelled service

If a cancellation request was submitted (by you or someone with access to your account), the service is terminated on the cancellation date and its data is permanently removed. Check Services → My Services for a Cancelled status. If it was a mistake, open a ticket immediately.

Reason 4: Domain problem, not a suspension

If the website shows a parking page or "site can't be reached" rather than our suspension page, the account may be fine and the domain has expired or its DNS has changed. See My domain has expired: how do I get it back? and My website is down: is it the server, DNS or my site?

After the account is restored

• Website and control panel work immediately.
• Email sent to you while suspended has bounced. Senders got a failure message and need to resend.
• Save a card for automatic payments so it doesn't happen again.
• Check the email address on your client area account so reminders reach you.

Still stuck?

Open a support ticket and include:

• The domain and the service name as shown in My Services.
• The reason you believe the account was suspended.
• If you've paid: the invoice number, payment method, date and amount.
• If it's a security suspension: what you've done to fix the cause.