My site is completely down

If your website is unreachable — visitors see a blank page, an error, or nothing at all, follow these steps before submitting a Request.

1. Confirm it's really down

Sometimes the issue is local to your device or network. Before reporting, check the following:

• Try a different device. Open your site on an iPhone, Android phone, or a second computer using mobile data (not Wi-Fi)
• Try a different browser. Chrome (Windows, Mac, Android), Safari (iPhone, Mac), Firefox, or Edge
• Try incognito mode. It rules out browser cache or extensions causing the problem
• Check a down-detector tool. We recommend checking downforeveryoneorjustme.com which can confirm if the outage is widespread

2. Submit an urgent request

If the site is confirmed down, submit a request immediately and select URGENT, site down in the subject. Please include:

• Your website URL
• What you (or a visitor) see when trying to access it
• A screenshot if possible
• When you think the site went down

3. What counts as a site-down emergency

• The entire site is unreachable
• Visitors see a hosting error, DNS error, or "This site can't be reached"
• A security warning appears ("Not Secure" or "Your connection isn't private")
• Your site has been defaced or shows content you didn't add
• Contact forms or payment systems are completely broken

What we do when we receive an urgent request

Urgent requests are prioritized ahead of standard updates. We investigate immediately during business hours (Monday-Friday, 9 AM-5 PM ET). If the issue was caused by something on our end, we resolve it at no charge.