Unfortunately, sometimes websites go down, often for reasons that you have no control over.
Down for Everyone?
If you believe your site is down, first go to http://downforeveryoneorjustme.com/ and enter your site URL. If it reports that the site is down for just you, there’s likely an issue with your computer or network - try rebooting. If it's down for everyone at your office, it may be an issue with your office's Internet or network, and you may want to contact your IT department.
Contact Your Host
If http://downforeveryoneorjustme.com/ confirms that the site is down for everyone, it means that no one can access it. We find that 90% of site downtime is due to hosting issues. Your host is the company that is hosting your website, like Dreamhost or Bluehost. You should call or live chat with them (not email or submit a ticket - those are lower priority) immediately to see if they are aware of any outages. They should be able to help you get your site back up.
If Your Host is Kinsta
We receive uptime notices for these sites and if you're alerted to downtime sooner than our team, please send a message to [email protected] with "urgent outage" somewhere in the subject. This will alert us ASAP -- during business hours, we're directly alerted; during evenings and weekends we have a small sub-team of on-call support specialists to review.
As with most things, troubleshooting during business hours is more expeditious so we appreciate your patience during evenings and weekends. Depending on the cause of the outage, the issue may not be resolved until the following business day.
Check your domain registration
If your site is down, there is a chance it has to do with your domain being expired. We recommend clients have their domain registration on auto-renew and make sure the credit card on file is up to date. While Cornershop is not responsible for maintaining your domain registration, we do monitor domain registration and will reach out if we are alerted that your domain is set to expire soon. We recommend checking your registration in case this is the issues.
If we find that your site is down due to the domain being expired, we will reach out to you to update billing. If after 3 business days of repeated outreach without any follow-up, pending access to your domain registrar, we will renew the domain on your behalf and invoice you for the charge in order to restore uptime to your site.
If It’s Not a Hosting Issue
If your host isn't able to get your site back up, or if they confirm that it is not a hosting issue, please reach out to us at [email protected] with "urgent" in the subject line. Depending on the cause of the outage, you may need to approve Rush Rate development, which is double your standard hourly development rate.
We’ll report back on our findings and present a plan for fixing. This could be a code fix, changing server configurations, migrating plugins, or continuing to work with the host. Note that Cornershop does not provide 24/7 support, so we will begin our investigation on the next weekday after 9am ET.