Hosting account suspended

When a hosting account is suspended, your website shows an “Account Suspended” page, and your email and cPanel stop working. Your files, databases and email are still kept, for a limited time.

Why accounts are suspended

• Unpaid renewal invoice. This is the most common reason. If your renewal invoice isn’t paid by its due date, the account is suspended automatically.
• Malware or spam. If your account is hacked and sends spam or attacks other sites, we suspend it to protect the server and other customers.
• Breaking our terms of service, for example content that isn’t allowed. See Ruachost policy and FAQ.
• Using far more resources than your plan allows, in a way that affects other customers.

We email the account’s contact address before and when an account is suspended, with the reason.

Reactivating an account suspended for non-payment

1. Log in to the client area.
2. Go to Billing → My Invoices and pay the unpaid invoice.
3. Your account is reactivated automatically once the payment is confirmed, usually within a few minutes.

Paid by bank transfer? Reply to the invoice email or open a support ticket with your proof of payment so we can confirm it.

Your data is deleted after 30 days

If a suspended account isn’t paid within 30 days, it’s terminated: the website files, databases and email are permanently deleted and can’t be recovered. If you can’t pay on time, contact us before then.

Reactivating an account suspended for other reasons

Open a support ticket. We’ll tell you what needs to be fixed, for example cleaning malware, and help you get the account running again. See Repairing and securing a hacked site.

Avoid suspension

• Keep your contact email up to date in the client area, so you get renewal reminders. See Managing your profile in the Client Area.
• Pay renewals early, or add funds to your account credit.
• Renew your domain too. An expired domain takes your website offline even when your hosting is active. See Renewing an expired domain.