My account has been suspended. What should I do?

If your Kualo hosting account has been suspended, there are a few possible reasons. The sections below explain each one and what you should do next.

Non-payment

We send payment reminders and invoice notifications by email before taking any action, so it is important that our emails reach you. To make sure they do:

• Add [email protected] to your address book or safe senders list so our messages do not end up in spam.
• Keep your contact details in MyKualo current - your email address and phone number in particular. We can only reach you effectively if the details we hold are accurate.

If your account has been suspended for non-payment, the fastest way to get back online is to log in to the Kualo Client Area and pay any outstanding invoices. Most accounts are reinstated automatically once payment clears. If yours is not restored within a short time after payment, please raise a ticket with our Accounts department and we will get back to you as quickly as we can.

We understand that things do not always go to plan financially. If you are having any difficulty paying, please get in touch with us as soon as possible - the sooner you do, the more options we have available to help. We will always do our best to work with you, so please do not hesitate to reach out.

Server resource usage and performance

On shared and reseller hosting, all accounts share the same underlying server resources. We use CloudLinux to isolate accounts and cap resource usage, which protects most customers most of the time. Occasionally, though, other complications can arise - such as scripting errors, a sudden surge in traffic, runaway processes, or activity patterns that cause wider problems on the server - that go beyond what those limits alone can address. In those situations we may need to suspend the account while we investigate and work out the best path forward.

We aim to take the least disruptive action possible and will always try to work with you to find a solution. Please review our Resource Usage Policy for a clear explanation of what we consider fair usage on a shared or reseller hosting account.

Policy breach

If your account is found to be in breach of any of our policies - including our Acceptable Use Policy - it will be suspended. This covers activity such as sending spam, hosting malicious content, or any other use that puts our infrastructure or other customers at risk.

If you believe a suspension has been applied in error, please raise a support ticket and we will review the situation as quickly as we can. We are always happy to look into things if you feel something has gone wrong.

Whatever the reason for your suspension, please raise a support ticket as soon as possible so we can work with you to resolve the situation.