Troubleshooting: Why is my website down?

Is your website currently not working? We want to help you get your website up and running again as quickly as possible. There are several potential reasons why your website might be down. Here is a checklist you can go through:

• 1. Is this order active?

  After ordering a domain on our one.com website or transferring a domain to one.com, it can still take some time until your domain is active and a website is shown online. You can read more in our guide "When will my web space be active and website online?".

• 2. Are there currently any known technical issues?

  Please visit our status page on status.one.com to check for any system issues. This page will provide information on unexpected disruptions and scheduled maintenance. 
  If there is an ongoing problem, we will post regular updates until it is resolved. You can also sign up for email notifications to stay informed. If no issues are reported, please proceed to the next section.

• 3. Are there any unpaid invoices?

  Your services may be suspended due to unpaid invoices, typically after multiple reminders. You can log in to your one.com Control Panel and check for unpaid invoices there, or you can use our payment link one.com/pay:

  1. Enter your domain name and the order number, and click Next.

     Note: Enter your domain name without www. For example, "one.com" is correct while "www.one.com" is incorrect. 

  2. You may see either a message stating there are no open invoices or a list of outstanding invoices.
     
  3. We recommend that you select an online payment method and click Approve. 
  4. A pop-up window will open, and you can add your payment details. Click Submit. 
  5. We will send you a confirmation via email once your payment is processed. This can take up to 14 days.

     Tip: Making a credit card payment through our payment system will lift the suspension immediately, and services will resume within 20 minutes. If you prefer to pay via bank transfer, please contact our support team and provide proof of payment so they can manually lift the suspension.

• 4. Is the website infected with malware?

  If you notice that your website is behaving unusually or redirecting users to random sites, it may be infected with malware. For more information, tips, and removal steps, please read our FAQ about malware removal and prevention.

  Should we find malware on your website, we must suspend it, and you may see a message like this in your browser:
  
  

• 5. Is the installation outdated? 

  If your website was created with our one.com Website Builder, you don't have to worry about it being outdated. However, if you use a CMS like WordPress or Joomla, you need to ensure that the core, plugins, extensions and themes are always up to date. You can follow the steps in our guide "How do I update a CMS like WordPress and Joomla?".

• 6. Are you using the one.com nameservers?

  If your website is down and you're not using our name servers, we won't be able to help you. You'll need to check with your name server provider.

  Your name servers determine which DNS provider your domain uses. For example, some customers transfer their domain to one.com but still prefer to use third-party nameservers because they have custom DNS settings elsewhere or are using specialised DNS services like Cloudflare.

  Our hosting services work with ns01.one.com and ns02.one.com by default. Switching to third-party name servers may impact features like Website Builder, Online Shop, and email. You will need to ensure that your domain correctly points back to our web services.

  We recommend keeping our name servers when possible. Adjusting your DNS settings is often a better option if you need to connect to an external service.

• 7. Are you using any discouraged plugins?

  Certain plugins can pose security risks or lead to a significant increase in server load. If we observe that one.com customers are generating a significantly high server load that adversely affects many other users, we may have no choice but to suspend the services of the customer responsible and inform them accordingly.

  You can find more information and a list of discouraged WordPress plugins here. 

• 8. Could you have been suspended for exceeding your storage space?

  If a customer exceeds their plan's storage limit, we inform them by emailing their contact email address. Then they can either delete files or upgrade to a larger plan. If the disk space is consistently exceeded, the domain will be suspended.

  You can check your current disk usage in your Control Panel under Files & Security > Disk Usage.

  If you are suspended, please delete files until you are below the maximum disk usage limit and then contact our support to have them remove the suspension. If you need any help with deleting files, please check out this guide: How to clean up disk space for your domain

  Should you need more storage, you can upgrade your hosting plan. Upgrades take effect immediately, and you will only be charged for the remaining months of the current subscription year. Check our full step-by-step guide: How can I downgrade or upgrade my subscription?

• 9. Did ICANN ask you to verify your domain email?

  This specifically applies to generic top-level domains (gTLDs) such as .com, .net, and .org. ICANN sends a verification email to the registrant's email address, which may differ from the contact email address provided for the subscription. If the domain's email address is not verified, the domain will be suspended. For more details, please refer to the guide titled "What is ICANN?".

  If your domain got suspended because of the ICANN verification, you will see the following error message and a Verify button that you can click:
  

If you need any further assistance, please feel free to contact our support. We are here to help you.

Related articles:

• Email troubleshooting guide
• FAQ about malware removal and prevention