Knowledgebase

Short answer: note the exact error, clear your browser cache and try another device. Think about what changed just before it started, such as a plugin update or a file you moved. If it's still there, open a support ticket with the error and the page address. Don't delete files to try to fix it.

What the common errors mean

• 403 Forbidden: the server won't show the page. It's often caused by files or folders in the wrong place or with the wrong permissions.
• 500 Internal Server Error: something on the site itself failed, often after a plugin, theme or PHP change.
• Images missing or not uploading: often a plugin, a full disk or a file permission problem.

Check these first

1. Write down the exact error and the page address where you see it.
2. Clear your browser cache, or try another browser or your phone on mobile data.
3. Think about recent changes. A plugin or theme update, a new plugin, a change of PHP version or files moved in File Manager.
4. Check other pages. Is it the whole site or one page?
5. Check your hosting is active. An unpaid invoice suspends the site. See "My service was suspended: how do I get it back on?".

What not to do

• Don't delete or move files you're not sure about. It can make things worse and slows down the fix.
• Don't install several "fix it" plugins at once.

If you think the site was hacked

See "My website is down or looks hacked: what do I do?". Hack cleanup is quoted separately.

If it still doesn't work

Open a support ticket with the page address, the exact error, when it started and anything that changed just before. Never put a password in a ticket.

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

Quick questions

Is a 403 my fault? Not always. It usually means files or permissions need sorting out.

Should I restore a backup? Ask us first. See "How do I restore a backup?".

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