When your server has been suspended or locked, you may see this banner appear at the top of your server's control panel. Don't panic!

Your server may be suspended or locked for a number of reasons:

  • You started a restoration request (ADVANCED > RESTORE)

  • You started a reset request (ADVANCED > RESET SERVER)

  • Your server's renewal payment is past due

  • Your server or account is in violation of our Terms of Service

  • Payment chargeback and/or dispute(s)

  • Other

I'm resetting or restoring my server...

If you are restoring or resetting your server, it will only remain locked for a few minutes while your request is processed. If your server is still locked after several minutes and you believe the request is complete, please reach out to us!

I haven't paid my bill / My server is past due on payment...

If you'd like to continue service, access your billing dashboard and complete payment of your server's renewal invoice. Once done, your server will be unlocked and any active suspension will be lifted. This shouldn't take more than a minute or so, so please reach out to our team if your server remains offline or locked after you've paid!

I got an email mentioning your Terms of Service and my account...

If the previous reasons do not apply to you and you haven't done so already, please check your email! More often than not, you'll receive an email from our team if we've had to suspend your service(s) or account due to a violation of our Terms of Service. If you've found an email, please respond accordingly! If not, please reach out to our team for further assistance.

I charged back one of my payments...

If you've issued a chargeback with your financial institution and/or opened a dispute case with PayPal, any active services on your account will be suspended. When this occurs, our team will reach out to you within 48 hours to help mutually resolve things. If you haven't yet heard from us, please reach out for further assistance.

I still don't know why my control panel is locked...

Oh no! Please reach out to our team so we can help!

What happens when my control panel is locked?

When your server's control panel is locked, you will be unable to access your server's dashboard, files, or MySQL until the server is unlocked. This applies to the server owner, as well as any Prisma admins. If your server has been suspended, it may be stopped/offline, in addition to being locked, until the suspension is lifted.

Can I lock my control panel myself?

No. The server lock feature is currently restricted to our automated system and team.

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