My hosting company suspended my website.
Your website now shows a suspension page instead of your business, and the email from your host is full of file paths that mean nothing to you. Your host will not clean this for you, but they will switch you back on the moment somebody hands them proof it is clean. That is the job. Flat $249, most accounts back online the same day.
Clean or your money back. Written. Flat $249, no hourly meter.
You do not need to know what your website is built with. We will tell you in the first 10 minutes.
Last updated · Reviewed by Ali Yasin Jatoi
Is this you?
- Your website shows a page saying this account has been suspended
- You received an email with a subject line like action required or terms of service violation
- The email lists file names and paths you have never seen
- Your business email stopped working at the same time as the website
- Support told you they cannot remove malware and pointed you at a paid partner
- You were given a deadline before the account is terminated
- You can still log in to the hosting control panel but the website itself is off
If you ticked even one of these, send us the address of your website and we will look at it for free within the hour.
Why they switched you off rather than helping
Hosting is shared. Hundreds of websites usually sit on the same machine, and one infected site can send spam from that machine's address, which gets every other customer's email blocked. Suspension is the host protecting the neighbours. It is not personal, and arguing with the abuse desk will not shorten it. Handing them clean evidence will.
What the host actually needs to reinstate you
Three things, in almost every case. A confirmation that the flagged files are gone or replaced. A statement of how the attacker got in and what has been closed. And a clean scan of the account after the work, either theirs or a report they accept. Owners lose days here because they reply to the abuse desk asking questions instead of sending those three things.
The mistake that turns suspension into termination
Deleting the flagged files and asking for immediate review. The host rescans, finds the parts you could not see, and now you are a repeat offender. Two or three of those and the account moves towards termination, which can mean losing the website files entirely if you do not hold a backup. Do it once, properly, with a clean report attached.
Your email matters as much as your website
On most small business plans the website and the email live in the same account, so a suspension silently kills your invoices, your enquiries and your password resets. If you take one action before anything else, forward your business email to a free address you control, so you keep receiving while the rest is sorted.
What happens once you say go
- First 15 minutes
Read the notice properly
Forward us the suspension email. The paths in it tell us the infection type immediately and whether the host will accept a same day review.
- Hour 1
Access and copy
We work through the control panel, which stays live during suspension, take a full copy of the account, and start the clean.
- About 4 hours
Clean plus evidence pack
Infection removed, the way in closed, and a written remediation summary produced in the exact format abuse desks accept.
- Same day, usually
Reinstated
We submit the pack on your behalf, chase the abuse desk, and confirm the moment your website and email are live again.
What it costs
No quotes, no discovery calls, no hourly meter. You know the number before we touch anything.
- Emergency cleanup$249 flat
One website, one price. Median clean time about 4 hours from the moment we have access. Written report at the end.
- Cleanup plus hardening$449 flat
Everything above, plus locked down logins, file monitoring, and 60 days of reinfection cover.
- Care plan after the fix$99 a month
Updates on staging, daily backups, monitoring, and a real engineer on call so this never repeats.
Clean or your money back. Written.
Want to try it yourself first?
Three things worth doing in the first hour, whoever ends up fixing this.
- 1Forward your business email to a free address you control, so enquiries and invoices keep arriving while the account is off.
- 2Download a full backup from the hosting control panel, which normally still works during suspension, and keep it somewhere off the server.
- 3Reply to the abuse desk with a short message saying a specialist is cleaning the account and you will send a remediation summary. That single sentence buys time and stops the clock towards termination.
Stop and call us if: the host has given you a termination deadline, or you have already been reinstated once and suspended again. A second suspension is treated far more harshly and is not a good moment to experiment.
Questions people ask us at this exact moment
What does this account has been suspended actually mean?+
It means your hosting company has switched off your space on the server. The most common reasons are malware found in a scan, spam being sent from your account, a resource overload, or an unpaid invoice. The suspension page itself never says which, so the email they sent is the important document.
Will my host remove the malware for me?+
Almost never on a standard shared plan. Cleaning the software you run is your responsibility under nearly every hosting agreement. Most hosts will sell you a cleanup add on or refer you to a partner. Somebody has to do the work either way.
How long until my website is back online?+
Once the account is genuinely clean and the evidence is submitted, most hosts reinstate within a few hours, and some within minutes. The delay is almost always in the cleanup, not in the host. We aim to have both done inside one working day.
Can I lose my website completely?+
Yes, if a suspension is ignored long enough it becomes a termination and the files can be deleted. This is the main reason we treat suspensions as the most urgent job on the board. Download a backup today, even if you do nothing else.
Do you deal with the hosting company for me?+
Yes, with your permission. We produce the remediation summary in the format abuse desks expect, submit the review request, and chase it. You do not need to translate anything or sit in a support queue.
What does it cost?+
A flat $249 for a standard single website, including the cleanup, the evidence pack and the reinstatement request. Accounts holding many websites, or a shop where card details may have been taken, get a free look and a fixed quote before anything starts.
Should I just move to a new host?+
Not yet. Moving an infected website simply moves the infection, and the new host will suspend you too, often faster because you arrive with a history. Clean first, then move if the host was genuinely part of the problem. We will tell you honestly which of the two it is.
Related pages
- I think my website was hacked
The signs, and what each one means.
- Who is responsible for fixing this?
What your host will and will not do, in writing.
- WordPress malware removal service
The engineer level cleanup behind the evidence pack.
- Hacked website recovery and rebuild
When the account is beyond a clean and needs rebuilding elsewhere.