My website works for others but not for me

1. Confirm it really is just you

1. Open the site on a phone with Wi-Fi switched off, so it uses mobile data.
2. Or use an online "is it down for everyone" checker.

If it fails there too, the site itself has a problem. See My website is down: is it the server, DNS or my site?

If it works on mobile data but not on your usual connection, continue.

2. Is your IP address blocked?

The server blocks an internet connection after repeated failed logins. That includes attempts you didn't notice, such as an email program on a laptop in a drawer retrying an old password every minute, or a colleague typing the wrong FTP password five times.

Signs of a block

• Your website, webmail, email program and control panel all stop working from the same connection at the same time.
• Everyone in the same office or house is affected, because you share one public IP address.
• Everything works from mobile data or another location.
• The browser says the site "took too long to respond" or "refused to connect", rather than showing an error page.

What to do

You can't see the block or lift it yourself. Open a support ticket and include your public IP address. Find it by searching "what is my IP" in a browser from the affected connection, or visiting a site such as whatismyip.com. Send the IPv4 address, for example 197.x.x.x.

Before we unblock you, fix the cause, or the block returns within minutes:

1. Change the password on any device that might be using an old one. Check phones, tablets, old laptops and printers that scan to email.
2. Check saved FTP and control panel passwords in programs like FileZilla.

3. Is your device holding old DNS?

If the site recently moved to Webway, or you changed DNS, your computer or router may still remember the old address.

Clear your computer's DNS cache

• Windows: open Command Prompt and run ipconfig /flushdns
• macOS: open Terminal and run sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder

Then restart your browser. If that doesn't help, restart your router, which has its own cache.

Check your hosts file

If you or your developer edited the hosts file to preview the site before moving it, it now points to the old server. Remove the line for your domain:

• Windows: C:\Windows\System32\drivers\etc\hosts
• macOS and Linux: /etc/hosts

Your internet provider's DNS is slow to update

Some providers cache DNS longer than they should. Wait, or switch your device to a public DNS resolver such as 1.1.1.1 or 8.8.8.8. See How long does DNS propagation take?

4. Browser cache

Open the site in a private or incognito window. If it works there, clear your browser's cache and cookies for the site.

5. Office network or security software

• Some office networks and antivirus products block ports 2083, 2222, 993 and 465. Your website loads but the control panel or email doesn't. Ask your network administrator to allow those ports.
• Parental controls or DNS filtering services can block a domain by mistake. Test from mobile data to rule this out.

6. Nothing above helps

Then the problem is somewhere on the route between your provider and our server. Try again in an hour. If it persists, open a ticket and we will check our side.

Still stuck?

Open a support ticket and include:

• Your domain.
• Your public IP address from the affected connection (search "what is my IP").
• What fails: website, webmail, email program, control panel, FTP, or all of them.
• Confirmation that it works from mobile data or another location.
• Your internet provider's name.
• Whether anyone on your connection changed an email or hosting password recently.
• If possible, the output of tracert yourdomain.co.za (Windows) or traceroute yourdomain.co.za (macOS/Linux), pasted as text.