If you are unable to view your website, your IP address may have been temporarily blocked, or your website may be having a temporary issue for everyone. Read instructions below to get this resolved.
STEP 1 – ARE YOU BLOCKED?
The first step is to determine if the issue is just for you, or everyone cannot view your website.
1. Are you able to view your website, or is it giving a timeout error?
2. Is anyone else at a different location than you able to view your website, or does it give a timeout error for them too?
If everyone who tries to view your website gets a timeout error, proceed to STEP 3. If only you (or people at your same location) get a timeout error (could not view site or cpanel), then continue to STEP 2.
STEP 2 – WHAT IS YOUR IP ADDRESS?
The second step is to determine what your IP address is that is being blocked.
1. Get on the computer or device that you are having the issue with viewing your website. If you are not at the same place you were when this first occurred, please wait to continue these steps until you are back there.
2. Go to https://whatismyipaddress.com/. Now scroll down to the “My IP Address is” section and you should see one or two sets of IP addresses, indicating by IPv6 and IPv4.
3. Copy the IP address(es) seen, and paste them back into an email to your website manager. If you have yet to contact our team, then go here and fill out our inquiry form and include the IP addresses.
Our team will get this resolved ASAP.
STEP 3 – WEBSITE DOWN
This is instructions for anyone who has determined that their website is down for everyone who views it.
1. Go here and fill out a trouble ticket (requires login).
If you don’t know your logins, you can also use our general contact form to report this issue.
Common Questions
Q: Why is my IP Address blocked?
A: Usually this is due to either too many incorrect logins to CPANEL or email. Occasionally this will also happen if you are working on your website and you try to add more complex code that it considers a security risk.
Q: How long does it normally take to resolve this?
A: Usually this is resolved within an hour or less, during normal business hours. If nobody can view your website, resolution time depends upon the severity of the issue. Your assigned tech will give you an estimate and keep you updated.
Q: What if someone else tried to view the site and cannot view it, but I can?
A: That would indicate they were temporarily blocked. Provide your customer the same instructions listed above, and have them provide their IP address(es) back to you, then forward it to us.
Q: If I am blocked, are customers still able to view our website?
A: As long as it is just an IP block for you, and not the entire website being down, then yes your customers can still view your website.
