It can be worrying if you try to access your website but it fails to load. But before the panic sets in, we recommend that you check through the following steps so that you can identify what the problem is and how to fix it.
There are four common reasons for a website outage.
1) Is your IP address blocked?
If you are an admin user and have attempted to login to your website but have accidentally entered the wrong password more than once, our firewall may have blocked your IP address, stopping you from being able to access the website.
To identify whether this is the main cause of your issue, we recommend that you attempt to visit the website but on a different internet network. The quickest way to check is to turn the wifi-off of your phone and try and access the site. If you can access your website on your phone network, then this confirms that your website is fully operational but your IP address is currently being blocked.
To unblock your IP address, please email our team on support@clubmate.co.uk, advising them that your IP address is currently being blocked. Please ensure that you supply us with your name, website address and most importantly IP address. The simplest way to access your IP address is by clicking on this link https://www.whatismyip.com and then copying your Public IPv4 address.
We will then unblock your IP address, which can take up to 48 hours.
2) Has your domain expired?
If you've followed the guidance in step 1 and you've identified that the website is not loading on any network then it is most commonly related to your domain.
The first thing to do is contact your domain registrar and see if you've paid the most recent invoice. Missing a payment and allowing your domain to expire is by far the most common reason for websites going down so make sure your payments are up to date.
There's no need to contact us if the issue is due to an unpaid domain, once you have made the outstanding payment, your website will be back up and running automatically within a matter of hours.
3) & 4) Other issues
If you have completed the above steps and your website is still not operational, it is possible that your website has a server, database or malware issue.
Should steps 1 and 2 not help get your website back up and running, please contact our support team via support@clubmate.co.uk and we will investigate further.