My website is down: is it the server, DNS or my site?

Work through these in order. Each check rules something out.

1. Is it the server? Check the status page

Open status.webway.host. If your server is listed with an incident, we already know and are working on it. You don't need to open a ticket. Subscribe on the status page to get updates by email.

2. Is it just you? Try another connection

Open your site on a phone with Wi-Fi off (mobile data), or ask someone elsewhere to try.

• It works for them but not for you: the problem is your connection, not the site. See My website works for others but not for me.
• It fails for everyone: carry on.

3. What exactly do you see?

4. Has the domain expired?

An expired domain takes down the website and email together.

1. Log in to the client area at portal.webway.host and go to Domains → My Domains.
2. Check the status and expiry date.
3. If the domain is registered elsewhere, check with that registrar, or look it up with an online WHOIS tool.

If it has expired, renew it. It can take a few hours after renewal for the site to return.

5. Is the hosting account suspended?

1. In the client area, go to Services → My Services.
2. A suspended service is marked as such. Check Billing → My Invoices for anything unpaid.

Paying the invoice usually unsuspends the account automatically within a few minutes.

6. Is DNS pointing to Webway?

Your domain must point to your Webway hosting.

1. Use an online DNS lookup tool (search "DNS lookup" or "NS lookup") and enter your domain.
2. The nameservers should be dns1.webway.host and dns2.webway.host, unless you deliberately use Cloudflare or another DNS provider.
3. If they are wrong, fix them at your registrar. See Point my domain to Webway (change nameservers).
4. If you changed DNS in the last day or two, the change may still be spreading. See How long does DNS propagation take?

If you use Cloudflare or external DNS, check that the A record for your domain points to your Webway server's IP address. cPanel shows the server IP as Shared IP Address in the General Information panel on the home page. On DirectAdmin, ask support if you can't see it.

7. Did something change recently?

Most sudden outages follow a change. Think back over the last day:

• WordPress plugin or theme update: a broken update gives a 500 error or blank page. See WordPress shows "There has been a critical error" or a white screen.
• Edited .htaccess: a single wrong line gives a 500 error. Rename the file to .htaccess.old and reload.
• Changed PHP version: switch back in the control panel and reload.
• Uploaded new files: check they are in public_html (or the addon domain's folder), and that an index.html or index.php exists there.
• Moved from another host: if you see the placeholder page, DNS now points to Webway but the files aren't uploaded yet.

8. The site is very slow or times out

Shared hosting accounts have resource limits: 2 GB memory, 30 simultaneous requests, 90 processes. A heavy site, a bot crawl or a runaway plugin can hit these, and visitors then see errors or long delays.

Check Resource Usage (cPanel) or Extra Features → Resource Usage (DirectAdmin). If limits are being hit, see the 508 section of What do 500, 403, 404 and 508 errors mean on my website?

Still stuck?

Open a support ticket and include:

• Your domain.
• Exactly what the browser shows (a screenshot, or the exact error text).
• Whether it fails from another connection too, such as a phone on mobile data.
• When it last worked, and anything that changed since (updates, DNS, uploads, PHP version).
• Whether the status page showed anything for your server.
• Your public IP address (search "what is my IP") if the site works for others but not for you.