A suspended service is restricted but may still retain data for a limited period; resolve the cause before assuming access will return automatically.
Applies to: Service renewals, upgrades and cancellations
Renewal, upgrade and cancellation requests affect future service delivery and billing. Check the effective date, data-retention implications and any non-refundable third-party charges before confirming a change.
Key information
| Common reasons | Overdue invoices, abuse or security investigation, plan or resource issues, or an administrative hold. |
|---|---|
| Data state | Data may remain present during suspension but must not be treated as indefinitely retained. |
| Reactivation | May be automatic after payment for eligible services or may require manual review. |
Before you start
- Sign in to the Customer Portal using the account owner or an authorised user.
- Have the relevant invoice, service, domain or ticket number available.
Step-by-step
- Open the service and related invoice or support ticket to identify the exact suspension reason.
- For non-payment, pay the correct invoice and confirm that it becomes Paid rather than creating a duplicate order.
- For abuse or security cases, reply to the case with the remediation requested; payment alone does not override a safety hold.
- Wait for the module or support team to complete reactivation, then test the website, email, scheduled tasks and control-panel access.
- If the service remains unavailable, open one ticket with the invoice, service and exact error instead of repeatedly changing DNS or passwords.
- After restoration, review renewal contacts, payment methods, resource use and security controls to prevent recurrence.
Confirm the result
- The service status is Active and all dependent functions have been tested.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The invoice is Paid but the service is still Suspended. | Automatic unsuspension failed or a separate administrative hold exists. | Open a support ticket with the invoice and service ID; do not modify the database status manually. |
| The website returns a suspension page after reactivation. | DNS or browser caches still show an old response, or the individual SiteWorx account remains suspended. | Test the resolved IP and private browser session, then provide the result to support. |
Important notes
- A suspended domain registration is different from a suspended hosting account. Check both services when a domain-based website is unavailable.
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The customer account email address
- The affected invoice, service, domain or ticket number
- The exact message and the time it appeared
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- What happens when an invoice is overdue
- What to do after an automatic payment fails
- Cancel a hosting or subscription service
- Check the public Service Status page
- Service cancellation is different from stopping domain renewal
Last reviewed: 2026-07-18.
