Recovery is not guaranteed, so provide the service details quickly and be prepared to rebuild from your independent copy.
Applies to: Trial upgrades, expiry and data retention
A trial must be upgraded before it reaches the fixed termination date if the customer wants to keep using it. Plan the upgrade early enough to confirm billing, domain and service changes before the deadline.
Before you start
- Sign in to the Customer Portal using accurate customer details.
- Do not place important or irreplaceable data on a temporary trial service.
- Download anything that must be retained and confirm whether the action is reversible.
Work through these checks
- Check whether the service shows Terminated, Suspended or another state and record the date.
- Do not place a replacement trial order, because it will not reconnect the old account data.
- Open one Customer Portal ticket with the service ID, trial hostname and reason assistance is required.
- State whether an upgrade was paid before termination and attach the relevant invoice number without sharing payment credentials.
- If temporary recovery is offered, download the data immediately and complete the agreed paid upgrade.
- If no recovery point is available, restore the site from the local copy created during the trial.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The trial order remains pending. | Trials require manual review or the requested hostname/customer details need checking. | Wait for the order decision and respond to any verification request; do not place duplicate trial orders. |
| The trial hostname or account stops working. | The seven-day fixed term ended, the service was restricted for abuse, or the trial was not upgraded in time. | Check the service status and termination date, then contact support promptly about any still-retained data without assuming recovery is possible. |
Important notes
- Trial hostnames use the format example.trial.tudornet.uk. The trial is temporary and should not hold the only copy of important data.
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 affected domain and SiteWorx account
- The exact error text and time
- The last change made
- Relevant log lines with passwords and personal data removed
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 a seven-day hosting trial expires
- Back up data from a trial service
- Upgrade a trial to paid hosting before it expires
- Open a support ticket
- Move a trial website to a permanent domain
Last reviewed: 2026-07-18.
