Your site is down — what to check first

The site doesn't open. Before assuming the server is down, these checks tell you which of the four usual causes it is — and three of them you can fix yourself.

1. Is it only you?

1 Test on mobile data instead of Wi-Fi, or ask someone else to open it. If it works for them, the problem is your network or your DNS cache, not the site.

2. Is the service active?

1 Log in to Meu MozOut and check My Services. A suspended service shows there — usually an unpaid invoice. See how to reactivate a suspended plan.

3. Is the domain still pointing here — and still registered?

1 An expired domain stops working even though the hosting is fine and paid. Check the expiry date under My Domains.
2 If you changed nameservers recently, it may just be propagation — see how long DNS changes take.

4. Is it the site itself?

If the domain resolves and the service is active, the error is coming from the site's own code:

1 White page or HTTP 500 — usually a plugin, theme or a PHP error. Check Errors in cPanel for the exact message.
2 Database connection error — the credentials in the site's configuration file no longer match the database.
3 It broke right after an update or change — the fastest route back is to restore yesterday's backup: see how to restore your data with JetBackup.
Worth checking too. Our network status page shows any incident affecting the servers, so you can tell in seconds whether it's your site or ours.

Went through all four and still down? Send us the error you see.

Open a support ticket

SEE ALSO

If a code shows up instead of nothing: Website errors explained: 500, 403, 404, 508 and what to do.

To confirm the files are there: How to check if the site files are on the hosting.

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