Knowledgebase

Short answer: don't panic and don't delete files. Check the error you see, then open a support ticket with the details. If you think the site has been hacked, say so in the ticket.

A broken website is worrying, but most problems can be fixed quickly once we know what you're seeing.

Check these first

1. Clear your browser cache and try again. Or try another browser or your phone on mobile data. After a fix, an old cached page can still show the error.
2. Note the exact message and copy it as text. If it's an error code such as 403 or 500, see "My website shows an error (403, 500, images missing): what do I check?".
3. Think about what changed. Did you recently update a plugin or theme, move files in cPanel, or change something in your domain settings?
4. Check your invoices. An overdue invoice can suspend hosting and take the site offline.
5. Check a plugin isn't overriding your changes. If products or settings keep changing back by themselves, a plugin that syncs with a spreadsheet or another system can be the cause. Turn off the plugin that does the syncing, or ask whoever set it up.

Signs of a hack

Your site redirects to another site, shows pages or ads you didn't add, you can't log in with the right password, or your host or Google warns about it. If you see any of these, change your passwords and open a ticket straight away.

Cleaning up a hacked site isn't included in hosting or Site Care. It's separate work, quoted separately.

What to put in your ticket

• The address of your website.
• The exact error or message, pasted as text.
• What you changed recently, if anything.
• A screenshot if it helps, as well as the text.
• Never put passwords in a ticket.

If it still doesn't work

Open a support ticket from your client area. We'll check what's wrong and come back to you. If the site needs hack cleanup, we'll quote for that separately.

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

Quick questions

Why does my site show 403 Forbidden? See "My website shows an error (403, 500, images missing): what do I check?".

Will clearing my cache help? After a fix, yes. It makes sure you see the current version.

Should I put my password in the ticket? No, never.

Is hack cleanup included? No. It's quoted separately.

MyGuru Support