You go the extra mile for your customers every day.
That is why it hurts when your website, email, or domain suddenly acts up. The good news is that most problems are easier to handle when you know what to check first. Here is a calm, simple guide for the moments that feel like emergencies.
Rule one: take a breath
Most hosting problems look scarier than they are.
Do not change five settings at once, and do not panic buy anything. Make a note of what you see and what changed recently. That information is gold to anyone trying to help you.
If your website will not load
First, find out whether it is down for everyone or just for you.
Run the uptime check on your site. Then look at the HoganHost service status page to see whether there is a known issue.
When you contact us, tell us the exact error message, when it started, and anything you changed just before.
If your site stopped working after a DNS or nameserver change
DNS is the system that points your domain to your website. Changes can take time to spread, and a wrong record can send visitors nowhere.
Try the DNS checker to see what your domain is currently pointing to. Share what you see with support, along with what you changed.
If your browser shows a security warning
A “not secure” warning usually points to a certificate problem.
Run the SSL checker on your domain and note what it reports. Then tell us which page shows the warning and what the browser says.
If emails are not arriving or sending
Send a test message from another address and note what happens. Is there a bounce message? What does it say?
Copy the exact wording of any error into your ticket. It narrows the problem down fast.
What to include in every request
A good report saves time. Include these five things:
- What is wrong, in one sentence.
- Which domain or service is affected.
- When it started.
- What changed just before.
- The exact error message or a screenshot.
Keep passwords and account details inside your ticket, never in public comments or posts.
We are here around the clock.
Our team is available 24/7 through live chat, tickets, and email, so you are never left waiting for Monday. Whatever the problem, reach the HoganHost support team and let us take the next mile with you.
