A suspended account means your website and email are temporarily offline. Suspensions are usually fixable once you know the cause. Acting quickly gets you back online faster.
Common Reasons for Suspension
- Overdue payment on your hosting invoice.
- Resource abuse, such as scripts overloading the server.
- Malware or hacking, where your account was compromised.
- Terms of service violations, such as sending spam.
Step 1: Check Your Billing
The most common cause is an unpaid invoice. Log in to my.nairohost.site and check for overdue payments. Clear any outstanding balance using M-Pesa, Visa/Mastercard, or bank transfer. Accounts are usually reactivated automatically shortly after payment is confirmed.
Step 2: Read the Suspension Notice
If billing is up to date, check your email for a suspension notice. It normally states the reason, such as malware detection or excessive resource use. This tells you what to fix.
Step 3: Address the Cause
- Malware: the files must be cleaned before reactivation. Support can guide you or provide a scan.
- Resource abuse: a heavy script or plugin may need to be optimised or removed.
- Spam: secure compromised email accounts and reset passwords.
Step 4: Contact Support
If the reason is unclear or you have resolved a billing issue but remain suspended, contact support on WhatsApp at +254 796 358081 or via the /contact page. Include your domain name and any reference from the suspension email.
Preventing Future Suspensions
- Enable auto-renewal or pay invoices early.
- Keep your CMS, plugins, and themes updated.
- Use strong passwords on cPanel, email, and FTP.