If your site stops loading

We check every published site from our own systems every five minutes, and we are alerted when one stops answering. In most cases we are already looking before you write.

Check the Domains page first

1. Open Settings for the site from the site menu at the top of the left rail.
2. Go to Domains.
3. Read the status on the domain card.

What the card is telling you:

• Pending verification means your domain's DNS records have not been seen yet. The card shows the records to add at the place you bought the domain. See Connect a custom domain.
• Connection failed means we hit a problem connecting your domain. If the card says the fault is on our side, we have been told and are fixing it. There is nothing for you to do.
• Connected means the domain is set up correctly.

If the card says Connected and the site still does not open

Email [email protected] and include the address of your site, for example yourbusiness.com. If you can, say what you see: a blank page, an error message, or a page that never finishes loading.

We answer on working days, Singapore time.

Common questions

My site opens on my phone but not on my computer. Browsers keep old copies of a page. Refresh with Ctrl+Shift+R, or Cmd+Shift+R on a Mac, and try again.

I just connected my domain and it does not open. A DNS change can take anywhere from 5 minutes to 48 hours to reach us. Wait for the card to say Connected.

Will I get an email when my site is down? Not automatically. We are alerted on our side and look into it. If you want to be sure we know, write to [email protected].