As part of your website management service, we check your site’s live status at least once daily. During our daily check, we noticed your site is down, needs an SSL update, or is loading unusually slowly.
As a reminder, you are the owner of your domain and hosting account. In most cases, when a site goes down unexpectedly, it is due to one of the following:
- The payment method on the hosting or domain account needs to be updated.
- The hosting account is storing backups or activity too frequently and using too much space.
- A new site is being launched with another agency, and we have not yet been informed or given notice to terminate services.
Option 1: Allow Us to Troubleshoot for You
We do not have direct access to your hosting or domain accounts because they are protected by 2FA, which requires your approval each time we attempt to log in. If you would like us to log in, update your payment method, or contact your host about freeing up resources, we can do this as a courtesy. Please provide available times when you can approve the 2FA request. Our team is available Monday through Friday, 9 AM to 5 PM Eastern.
Option 2: Log In and Update Billing or Open a Support Ticket
If you prefer to handle this directly, we see that your hosting is set up through __________ and your domain is set up through __________. If you do not remember your login information, please reset the password using the email address associated with the account. Once logged in, you can update your billing information or submit a support ticket if payment is not the issue.
Option 3: Inform Us if You Are Terminating Services
If you are terminating services or launching a new site with another agency, please let us know so we can discontinue outreach and process your 30-day termination notice.
If you would like our support, please send 2 to 3 times today or the next available business day when you can approve 2FA access.