Here are some of the most common questions we get related to what appear to be serious errors, but are often easily explainable and fixable on the customer side. However, if these steps don't work, please do reach out to us.
Your domain isn't connected
Check the Site Settings page > Domain tab. If it doesn't say Valid Configuration right below where you input your domain then your domain is not connected correctly. You can read more about domain configuration here.
Your payment has failed
Check the Billing section on the Site Settings page to see if you payment status is active. Our system will attempt to bill you several times over the course of several days before your site goes offline for non-payment.
Make sure your site isn't "hidden"
On the Site Settings page > Domains tabs, there's a Site Visibility toggle. If this is toggled to Hidden, your site will not be live. As soon as you toggle is back to Visible, the site will come back online.
Your site has been flagged as malicious by a security vendor
Sometimes a security vendor can flag a site as malicious (usually in error). Unfortunately, ISPs take these reports at face value and will often start blocking your site as a result. To find out if this is the issue, look up your domain here: https://www.virustotal.com.
If even one security vendor has flagged you, this is likely the issue. The fastest way to get this cleared is to search that security vendor's name plus the term "report a false positive form" or something like that. AI may find this quicker than a traditional web search. Sometimes vendors have multiple forms. Fill out whichever ones you can find and they will usually review and clear it relatively quickly.
Please also report the issue to us, as it's something we're keeping tabs on.
Custom code can break your website
If you add Custom Code incorrectly it can break your website. If that happens, immediately remove the Custom Code and republish, while you figure out what went wrong.
Cloudflare often causes issues
If you use Cloudflare, we recommend you disable all of it's functionality except for DNS hosting (usually you'll specifically want to disable their proxy service). Any of it's other functionality is likely to cause intermittent issues on your site, including content not updating after publishing, SSL/encryption errors when people are visiting the site, and preventing your site from loading at all. Run provides native DDOS protection, so Cloudflare's services don't offer you any additional benefit that Run does not provide already.