Read the suspension email first. It states the reason, and the right action depends entirely on which reason it is.
IF IT IS NON-PAYMENT
Log in to the Client Area and pay the outstanding invoice. Reactivation is usually automatic or very quick. If you have paid and the account is still suspended, open a ticket with the payment reference.
IF IT IS SPAM SENDING
- Open a ticket acknowledging it.
- Change every mailbox password on the account.
- Look for a vulnerable form or script being abused.
- Update all website software.
- Tell us what you found and what you changed.
We restore access once we are satisfied the sending will not resume. Asking for reactivation without doing this work leads to immediate re-suspension.
IF IT IS MALWARE OR PHISHING CONTENT
We can usually give you temporary access to clean the account, or supply a copy of the files. Complete a full cleanup, then request review.
IF IT IS RESOURCE ABUSE
Identify the cause, usually missing caching, a heavy plugin, or bot traffic. Fix it, or discuss an upgrade.
ALWAYS
Reply in the existing ticket rather than opening new ones. Be specific about what you changed. That is what shortens the process.
