Website FAQ: paused websites, deleting and common questions

This article answers the questions members ask most often about their website — why it might show Suspended, how to delete it, how to get it back if you deleted it by mistake, and what to do when something on screen does not behave as expected. Each question has its own heading, so you can jump straight to the one you need.

Why does my website say 'Suspended'?

Your website is paused when a Smart Marketing plan payment cannot be collected, or when the plan is cancelled or moved to Free.

Nothing is deleted. Your pages, products, orders and backups are all kept exactly as they were.

If a failed payment is still being retried, your website stays online during that time. It is only paused once the plan has genuinely lapsed or ended.

What do visitors see while my website is paused?

Visitors see a page saying the website is not available.

Some browsers show a security warning before that page appears. This is normal for a paused website and it goes away as soon as the website is back.

How do I get my website back?

Pay the outstanding invoice, or restart your plan.
Wait a few moments.

Your website comes back automatically within moments of the payment going through. You do not need to contact anyone or take any further action.

Note: While your website is paused, some parts of the tab are unavailable — for example Add features and storage. These return automatically once the website is back.

How do I delete my website?

Deleting is permanent, so it is deliberately a two-step action.

Go to the Delete website section.
Type delete my website in the box.
Click Delete my website.
Confirm when asked.

The on-screen warning reads: This deletes your whole website — every page, product, order and file — on every address it has.

A final backup is taken before anything is removed. You will see Taking a final backup, then deleting… while this happens.

Warning: Deleting removes the website from every address it uses, not just one. If you only want to stop using a particular domain, use Remove next to that address instead. Your website stays exactly as it is.

I deleted my website by mistake. Can I get it back?

Yes, if you act quickly.

Contact support within 7 days of deleting.
Tell us the website address you deleted.

We can restore it from the final backup that was taken at the moment of deletion.

After 7 days it cannot be restored. The backup is no longer available at that point, so there is nothing to bring back. If you think there is any chance you will want the website again, get in touch straight away rather than waiting.

Can I create a new website after deleting?

Yes, you can create a new one straight away.

The free address you were using is kept for you for 12 months. When you choose an address again, it will show Reserved for you so you know it is still yours to take.

Can I have more than one website?

No. There is one website per account.

'One-click login is unavailable'. What should I do?

This message means the shortcut into WordPress could not be prepared at that moment. Your website is fine.

Wait a moment.
Click Log in to WordPress again.

If the message keeps appearing after a few attempts, contact support and we will look into it for you.

A feature card says 'That didn't finish'. Is my site damaged?

No — your site is safe. This message only means one step did not complete when it ran.

Click Try again on the card.
Wait for it to finish.

If it fails a second time, contact support rather than repeating it further.

My domain has shown 'Securing' for a long time

Securing usually takes a few minutes. Occasionally it takes longer, and it is retried automatically in the background, so in most cases there is nothing for you to do.

Your current address keeps working the whole time, so your website stays reachable while this finishes.

If it has been showing Securing for more than a day:

Check that both DNS records for the domain are still in place at your domain provider.
Correct them if either one is missing or has been changed.
If both records are correct and the status still does not change, contact support.

Tip: DNS records are sometimes removed by accident when other changes are made at the domain provider — such as switching email or adding a new service. It is always worth checking them first.

What does 'We're still finishing one or two optional extras in the background' mean?

It means your site is ready to use and nothing needs doing.

A small number of optional extras are still being set up, but none of them stop you working on your website, adding pages or taking orders. You can carry on as normal and the message will clear on its own.

My website is out of storage

Storage limits and how to add more are covered in their own article. See the related articles below for the full explanation of what counts towards your storage and how to free space up.

Still stuck?

If your question is not answered here, or a step above did not work, contact us through support. Tell us:

Your website address.
The exact wording of any message you can see on screen.
What you were doing just before it appeared.

That gives us everything we need to sort it out on the first reply, rather than asking you for details afterwards.

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