Recovering a Website After a Shared Hosting Account Suspension

Summary

This guide helps you troubleshoot and resolve: Recovering a Website After a Shared Hosting Account Suspension. Follow the steps below to fix the issue.

Common Causes

Shared hosting accounts are suspended when automated security systems detect activity that puts the server, other customers, or website visitors at risk. Common triggers include malware infections, compromised email accounts sending spam, or content that breaches acceptable use policies. When 220 Internet Services suspends an account, your website is taken offline to prevent further damage and to protect the hosting environment. This guide explains how to identify the cause, clean your website, and request reinstatement so your Australian small business can get back online as quickly as possible.

Quick Fix Steps

1. Log in to the 220 Customer Portal at https://app.220.com.au/ to view the suspension notice.
2. Download a full backup of your website files and databases before making changes.
3. Scan your local computer for malware using updated security software.
4. Change all hosting, FTP, and content management system (CMS) passwords.
5. Remove infected files, malicious scripts, and unauthorised user accounts from your website.
6. Update your CMS, themes, and plugins to the latest versions.
7. Open a support ticket to request reinstatement once the issue is resolved.

Detailed Instructions

Step 1: Review the Suspension Notice

Log in to the 220 Customer Portal at https://app.220.com.au/. Navigate to your hosting service and look for the suspension notification. The notice usually explains the reason for the suspension, such as malware detection, spam activity, or a policy violation. Take note of the specific file paths or domains mentioned, as these will help you target the cleanup process.

Step 2: Back Up Your Website

Before deleting or modifying any files, create a complete backup of your website. Use your hosting control panel to download a full account backup, including website files and databases. Store the backup on your local computer or external storage. This ensures you can restore content if something is accidentally removed during cleanup.

Step 3: Secure Your Local Computer

Many website infections start from compromised local computers. Run a full system scan using reputable antivirus or anti-malware software. Remove any threats found, then restart your computer. This reduces the risk of attackers re-infecting your website using stolen credentials saved on your device.

Step 4: Change All Passwords

Change passwords for the following accounts:

• Hosting control panel
• FTP or SFTP accounts
• CMS administrator accounts (such as WordPress)
• Database users
• Email accounts associated with the domain

Use strong, unique passwords for each account. Avoid reusing passwords across different services.

Step 5: Remove Malware and Unauthorised Content

Access your website files via FTP or your hosting control panel file manager. Look for:

• Recently modified files you do not recognise
• Suspicious PHP, JavaScript, or HTML files in upload directories
• Encoded or obfuscated code in theme or plugin files
• Unauthorised administrator user accounts in your CMS
• Hidden files such as .htaccess that have been modified to redirect visitors

Delete or replace infected files with clean versions from a trusted backup or official CMS repository. If you use a CMS like WordPress, reinstall core files, themes, and plugins from official sources only.

Step 6: Update Software and Plugins

Outdated software is a common entry point for attackers. Log in to your CMS admin dashboard and update:

• The core CMS platform to the latest version
• All installed themes
• All active plugins

Remove any plugins or themes you no longer use, as these can still pose security risks even when inactive.

Step 7: Request Reinstatement

Once you have cleaned your website and secured your accounts, log in to the 220 Customer Portal at https://app.220.com.au/. Open a new support ticket through the portal and request that your hosting account be reinstated. Include details of the steps you took to resolve the issue, such as malware removal and password changes. The support team will review your request and reactivate your account once they are satisfied the threat has been removed.

Troubleshooting

Website Still Shows a Warning After Reinstatement

Search engines and web browsers may continue to display security warnings even after your account is reactivated. These warnings are often cached or maintained by third-party services such as Google Safe Browsing. You can request a review through the relevant service:

• For Google search warnings, use Google Search Console to request a malware review.
• For browser warnings, check if your site is listed on Google Safe Browsing and submit a review request.
• For email delivery issues, contact your email provider or use their postmaster tools to request delisting from spam filters.

Cannot Access Hosting Control Panel

If your account is suspended, you may have limited access to the hosting control panel. You should still be able to log in to the 220 Customer Portal at https://app.220.com.au/ to open a ticket. If you cannot log in at all, use the password reset option on the portal login page.

Infection Returns After Cleanup

If malware reappears shortly after cleaning, it usually means the original entry point was not closed. Common causes include:

• Outdated plugins or themes with known vulnerabilities
• Weak or reused passwords that attackers still have access to
• Infected local computers used to manage the website
• Backups that were already infected before restoration

Repeat the cleanup steps, ensuring all software is updated and all passwords are changed. Consider using a website security service to monitor for future threats.

Still Having Issues?