Support Center

Account or Site Suspension

Last Updated: Aug 08, 2016 06:13PM CDT

Billing Suspensions

Your account may display a suspended notice if you are more than 7 days past due on your bill. A Small Orange invoices all accounts in advance of service. You'll receive one email notification the day the invoice is generated. You'll also receive another email notification when the account is past due, but still within 7 days. Please review the entry in our Billing FAQ for more information on this. 

After 7 days, the account is suspended for non-payment. If you make a payment on the invoice, your account is reinstated. Please contact a live chat agent if your account is paid up but hasn't been reinstated yet.

After 21 days, the account is marked Inactive and the invoice is deleted. Your account will be terminated. If you want to renew the account at this point, you'll need to open a chat with Live Support to have a new invoice generated for new service. There is a restoration fee of $150 per cPanel account. Once the invoice is paid, we'll reinstate the account.

Resource Suspensions

Generally, A Small Orange tech staff will try to notify you if your site is causing resource issues on the server. 

'Resource abuse' generally means your site is causing a problem on the server and may be denying access to other websites on the server. Here are some common reasons why your site may suspended:

  • Filling up /tmp

  • Excessive memory/CPU usage

  • Excessive database queries

Submit a ticket if your site is suspended and you haven't been notified. There will usually be a note on the server that will reference the reason why the site is suspended.

Abuse Suspensions

Spam is not tolerated. Period. If your site is sending spam, your account will be suspended immediately. 

If you have an old blog, forum, or other outdated/unpatched script that allows an attacker to upload a Spam script and send out Spam from your site, we will restore access once you are alerted to the issue. You will need to update your site scripts immediately to the latest secure versions.

Reach out to a chat agent if your site is suspended and you haven't been notified. There will usually be a note on the server that will reference the reason why the site is suspended.

Other Suspensions

Your account may also be suspended for violations of Terms of Service, DMCA Take-down Notices, and other reasons.

Do You Warn Me that I'm in Danger of Suspension?

Yes, we do. It is imperative to keep your email up to date with us. The email address on file for your billing account is where you receive all our invoices. We don't issue paper invoices; it's all done via email.

Before your renewal date comes around, an invoice will generate for you. You'll get an email entitled "Customer Invoice." The due date, if the invoice is still unpaid, you will get emailed a warning, entitled "First Invoice Overdue Notice". Six days after the, if the invoice is still unpaid, you will get emailed again, Second Invoice Overdue Notice. The next day, your account will get suspended if the invoice is unpaid. 

If you are set up for automatic credit card billing, you'll also receive an email if your card gets declined for any reason. It will be entitled "Credit Card Payment failed."

When the due invoice is processed for payment and you're done, you'll get an email called "Invoice Payment Confirmation" with no errors and a valid transaction date.

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