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:

  • Your server's renewal payment is past due

  • You did not provide your name (must be complete and valid)

  • You did not provide your address (must be complete and valid)

  • You issued a chargeback, payment dispute, or created a PayPal claim

  • You started a restoration request (ADVANCED > RESTORE)

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

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

  • Other

I didn't give you my full or real name...

In order to provide you with service, we'll need you to provide both your first name and last name. These details should be current and accurate. While your service may be suspended if you haven't provided your name, you can reach out to our team at any time to update these details!

I didn't give you my full or real address...

In order to provide you with service, we'll need you to provide your current address in full. These details should be current and accurate. While your service may be suspended if you haven't provided your address, you can update your address from your Profile at any time!

I charged back one of my payments...

Chargebacks and disputes can be harmful to businesses. We hope that you'll consider reaching out to us so we can get to a mutual resolution. Please note that we will not issue refunds, provide files, or allow new services while a chargeback or dispute claim is open.

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 still don't know why my server is suspended...

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.

If I don't pay, will my server stay suspended?

After 7 days of nonpayment, your server will be terminated. This is an irreversible action. If you're not ready to continue your service but are not ready to pay for renewal, we recommend collecting your files and returning to purchase a new server (and restore those old files) when you are ready.

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