A blocked website shows visitors the page "Website locked" with the text "The requested website is locked and therefore not available." If the whole account is affected, the login shows "This account is locked. You may contact the support for further information." There are two groups of reasons.
An invoice has been unpaid for a long time
If an invoice for a Premium package remains unpaid for a long time, the website is locked until the payment arrives. In this case you can usually still log in:
- Log in at admin.hpage.com. The dashboard shows the task "Pay unpaid invoice." in Tasks To Do.
- Open the Account Options menu (user icon, top right) → Invoices and pay the open invoice. The article Invoices and payment methods explains the payment methods.
- As soon as the payment has been received, the website is unlocked automatically.
If the login itself is refused, contact our support by e-mail to support@hpage.com and tell us your website address; we will tell you the open amount and how to pay it.
Violation of the terms or the law
hPage locks a website when it violates our Terms of Service or applicable law, for example:
- adult or otherwise prohibited content,
- copyright infringement (texts, images, music or videos used without permission),
- a commercial website without a valid legal notice (imprint),
- insults, defamation or violations of personality rights,
- spam, phishing or other abuse.
In these cases the owner is informed by e-mail to the address of the account. If you think the lock is a mistake or you have removed the content in question, contact our support from the e-mail address of your account and name the website address. Please answer any questions from the support completely so that the website can be checked and unlocked.
Not locked, but not reachable either?
Not every status page means a lock:
- "The website that you want to request is not published yet." means that the e-mail address or the mobile number of the account has not been confirmed yet.
- "Website deactivated" means that the owner deactivated the website under Settings → General.
- "Website inactive" means that nobody has logged in to the account for a long time; logging in reactivates the website.
The article Website not publicly accessible explains these messages and what to do about each of them.