Knowledgebase

Short answer: when a domain or hosting package isn't renewed or paid, the website and email that use it stop working. Pay the overdue invoice as soon as you can, or open a support ticket.

If a renewal isn't paid, things stop working. Here's what to expect and how to fix it quickly.

If your domain expires

• Your website and email on that domain stop working.
• A public whois search may show a status such as "server hold".
• If whois shows server hold, open a support ticket straight away.
• To find out whether an expired domain can still be renewed or restored, open a support ticket straight away. The cart or invoice shows any price.

What the .co.za registry does

These are the registry's rules for .co.za domains, not our own grace period.

• A .co.za domain that isn't renewed can go into a stage called closed redemption. While it's there, the registry puts it on "serverHold" and it can't be transferred to another company.
• At the end of closed redemption, which lasts 20 days, the registry deletes the domain.

If your hosting expires or is suspended

An overdue invoice suspends the hosting, so your website and email go offline.

• Hosting is suspended 7 days after the invoice due date.
• If the invoice is still unpaid 90 days after the due date, the hosting is terminated.

If your hosting was suspended, see "My service was suspended: how do I get it back on?".

What happens to your files and email when hosting is terminated or cancelled: open a support ticket and we'll confirm. Keep your own copy of anything important.

What to do

1. Log in to your client area, open Billing, then My Invoices, and look for an overdue invoice.
2. Pay it.
3. If your domain shows server hold, or it's past its expiry date, open a support ticket straight away with the domain name.

Avoid it next time

• Note your domain's expiry date in your own diary or calendar.
• Pay renewal invoices on time.
• To renew or stop a renewal, see "How do I cancel a service or stop my domain renewing?". To check your date, see "How do I find out when my domain expires?".

If it still doesn't work

Open a support ticket from your client area with the domain name and the invoice number if you have one.

To send us the right details first time, see "How do I open a support ticket, and what should I include?".

Quick questions

Will my email stop if my domain expires? Yes, email on that domain stops working.

Can I get an expired domain back? Open a support ticket straight away and we'll confirm.

What does "server hold" mean? It's a status the .co.za registry puts on a domain in closed redemption. The registry deletes the domain when that 20-day stage ends.

Do I need to ask you to switch my hosting back on after I pay? See "My service was suspended: how do I get it back on?".

When is unpaid hosting terminated? 90 days after the due date.

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