My service is suspended or turned off

What you get: know why your service has stopped, if your data is still there, and what you have to do exactly to get it back.

The first thing: your data is still where it was

Suspending is not deleting. When we suspend a service we turn it off, and that’s it: the disk, the website, the email and the database remain intact. The notice itself says it: “We have not deleted anything: as soon as it is charged, it will turn back on only”.

While it is suspended, the server does not turn on, does not restart and does not allow the console to be opened. It is not a permission problem: it is the service that is cut off.

Why can it be suspended?

Read the notice above the screen: it says which of these is your case.

A payment is outstanding. This is the most common case. This is the calendar, and the exact dates are shown in your notice:

Days 0, 3 and 7 - we will notify you by email. The service is still working.
Day 8 - we turn it off. Nothing is erased.
Day 30 - the service is canceled.
Seven days after cancellation - the copy is erased.

That is to say: from the first notice until something is lost more than five weeks pass, and at any time before the 30th it is fixed by paying.

The service was cancelled. We keep a copy for 7 days in case you want to recover something.

“This server is under review”. We have not found an active service that covers it, or we have left it paused while we check it. We have not touched anything. This cannot be fixed by paying: write to us and we will solve it the same day.

What to do

If it is a payment: Billing → Details and payment menu, or the Update payment button in the notification itself. It is almost always the card: expired, with no balance, or the bank asking for a confirmation that no one ever gave.
Keep the card and wait for the charge. As soon as it enters, the server turns on again only: you don’t have to turn it on yourself.
If the notice says “under review”, do not touch anything and write to us.

How to check it worked

The warning above disappears and the server appears turned on. Open your web page or log in via SSH and check it out for real, don’t just stay in the status of the tab.

Common problems

I have paid and it is still turned off: Give it a few minutes: charging and turning on are not instantaneous. If after half an hour it still looks the same, write to us with the payment details.
I turn it on and it turns off again by itself: While the payment is still pending, we will turn it off again. It is not a server failure: fix the payment and it will stop happening.
I get a 409 or “service interrupted” when I turn it on via the API: It is the same cut, answered by the API. The suspension is answered as a conflict and not as a lack of permissions, precisely so that it can be distinguished.
Do I lose the website and email while it is suspended?: They stop responding as long as it lasts, but nothing is erased. When you come back, everything is as you left it.
My service was cancelled a few days ago, can I get it back?: We keep a copy for 7 days from the cancellation. If you are within that period, write to us today; after that, there is nothing to recover.
I didn’t receive any notification that it hadn’t been charged: Look at the spam folder and check your notification preferences in Notifications: there you can choose what is notified by email. Panel notifications always appear in the bell.
I want it not to happen to me again: Leave a saved card that does not expire soon, and leave the invoice and payment alerts activated. That’s all that’s needed.