My service is suspended / Appealing Suspension
We understand it may be frustrating to have your service be offline or inaccessible due to a suspension. To get your service back and running as quickly as possible, please ensure you read and understand what's going on so you can properly apply for an unsuspension.
If your service is suspended, it's usually because of (1) an unpaid bill, (2) running out of bandwidth, or (3) because something occurred on your service that was against our AUP. You can view what's not allowed here: https://virmach.com/terms-conditions/#tab1
The default reason for most suspensions is "overdue on payment" -- this either means you actually did not make a payment, or that you may have been suspended for any other number of reasons.
First, check your invoices and emails
Any further communication about an unpaid bill will be sent to your e-mail. Check your spam folder as well. Is there any e-mail talking about payment failure?]
Is there any unpaid invoice on your account?
If there is a payment issue, paying the bill will usually result in an unsuspension. If you are having problems with your payment, we recommend making a support ticket so it can be sent to our billing department for assistance.
Second, check for any tickets
If you are suspended for "overdue on payment" and there is no billing problem, it's most likely for some other reason. These reasons are usually communicated in a ticket. If there's no tickets, and there's no updated reason, you can contact our support and have them check if our automated systems or an agent suspended you and the real reasoning.
If you run out of bandwidth, or data, it's impossible for you to communicate with your server and your server to communicate with anything on the internet, so it is suspended.
Below are your options:
Wait for a bandwidth reset. This usually happens on the 1st of the month.
If you believe you ran out of bandwidth due to malware, you can contact us to reset/wipe your server and possibly provide some additional bandwidth as a courtesy (not guaranteed.)
Purchase extra one-time bandwidth by contacting us, you can make a ticket from your service page. Rates can be found here: https://virmach.com/terms-conditions/#tab2
Purchase recurring bandwidth to avoid future suspensions, this can be purchased on the service page.
The final reason for a suspension is abuse on your service. This may be various different things as described by our AUP. If you did not abuse your service, it's possible someone else or malware did, so you still need to appeal the suspension.
To appeal a suspension of this type, please click the appropriate button on the e-mail you receive or on the service details page. Please provide as much information as possible so we can assist you.
Remember, we cannot assist you with most suspensions on live chat. A system administrator has to be contacted, and you can do that by clicking the appropriate button on your client area.
If your service is suspended, it's usually because of (1) an unpaid bill, (2) running out of bandwidth, or (3) because something occurred on your service that was against our AUP. You can view what's not allowed here: https://virmach.com/terms-conditions/#tab1
Overdue on Payment
The default reason for most suspensions is "overdue on payment" -- this either means you actually did not make a payment, or that you may have been suspended for any other number of reasons.
First, check your invoices and emails
Any further communication about an unpaid bill will be sent to your e-mail. Check your spam folder as well. Is there any e-mail talking about payment failure?]
Is there any unpaid invoice on your account?
If there is a payment issue, paying the bill will usually result in an unsuspension. If you are having problems with your payment, we recommend making a support ticket so it can be sent to our billing department for assistance.
Second, check for any tickets
If you are suspended for "overdue on payment" and there is no billing problem, it's most likely for some other reason. These reasons are usually communicated in a ticket. If there's no tickets, and there's no updated reason, you can contact our support and have them check if our automated systems or an agent suspended you and the real reasoning.
Bandwidth Overage
If you run out of bandwidth, or data, it's impossible for you to communicate with your server and your server to communicate with anything on the internet, so it is suspended.
Below are your options:
Wait for a bandwidth reset. This usually happens on the 1st of the month.
If you believe you ran out of bandwidth due to malware, you can contact us to reset/wipe your server and possibly provide some additional bandwidth as a courtesy (not guaranteed.)
Purchase extra one-time bandwidth by contacting us, you can make a ticket from your service page. Rates can be found here: https://virmach.com/terms-conditions/#tab2
Purchase recurring bandwidth to avoid future suspensions, this can be purchased on the service page.
Abuse / Breach of Terms
The final reason for a suspension is abuse on your service. This may be various different things as described by our AUP. If you did not abuse your service, it's possible someone else or malware did, so you still need to appeal the suspension.
To appeal a suspension of this type, please click the appropriate button on the e-mail you receive or on the service details page. Please provide as much information as possible so we can assist you.
Remember, we cannot assist you with most suspensions on live chat. A system administrator has to be contacted, and you can do that by clicking the appropriate button on your client area.
Updated on: 14/09/2019
Thank you!