Knowledge Base

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 currently down, needs an SSL update, or is loading unusually slowly.

We recommend resolving this as soon as possible. Website downtime can work against your SEO, user experience, lead generation, and other marketing efforts. Maximizing live time is important so patients can find your practice, access your website, and take action without interruption.

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.
  
• The SSL certificate needs to be renewed or reissued.
  
• The hosting provider is experiencing a server issue that requires a support ticket.
  

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, check the SSL status, 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, please check your billing information, domain status, SSL status, and hosting storage/resources. If payment is not the issue, we recommend opening a support ticket with your hosting provider right away so they can investigate the cause of the downtime or slow loading.

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. The sooner we can access the account or confirm the issue has been addressed, the sooner we can help get the site back online and protect your marketing performance.