First, write down what you can see
An outage is stressful, but a few observations can make the investigation much quicker. Note the exact error message, the affected page, the time it started, and the last change you remember. A screenshot can help, but remove any personal or customer information.
Try the site in a private browser window and, if possible, from another connection. Check whether the homepage, a product page, and your WordPress login all fail in the same way. This helps distinguish a local browser problem from a wider outage.
Check your hosting provider’s status
Look at your host’s status page or control panel for maintenance, resource limits, or a suspended service. If you use a CDN, check its status too. An origin connection error can mean the hosting server is unavailable even though the CDN itself is working.
Ask the host to check server availability and relevant logs. Don’t change DNS records or disable your security configuration simply because an error page suggests a connection problem: the cause still needs to be identified.
Think about the last change
Did the problem begin after a plugin update, a theme change, a PHP upgrade, or a migration? Record what changed and when. Avoid repeatedly updating or disabling components on a live shop while orders are still arriving.
Keep a recovery path. Before changing files, plugins, or the database, make sure you have a usable backup and understand what a restore would overwrite. For a shop, recent orders may need to be preserved separately.
Use WordPress recovery tools carefully
If WordPress sent the administrator a recovery-mode email, verify that it is legitimate and follow the official recovery workflow. Keep the recovery link private. If you can still access the dashboard, collect relevant information from Site Health rather than guessing at settings.
When testing for plugin or theme conflicts, use a staging copy where possible. Change one thing at a time and record the result. If you do not have a safe testing environment, ask your host or a support specialist to help.
Know when to stop troubleshooting
Unexpected administrator accounts, suspicious redirects, ransom messages, or unfamiliar code require a security investigation. Preserve evidence and involve your provider. A clean-looking homepage does not prove a compromised site is safe.
Also stop if a proposed fix involves deleting tables, replacing the live database, or changing production payment settings without a verified recovery plan.
What to include in a support enquiry
- Your website address and the exact error.
- When it started and the most recent known changes.
- Whether the issue affects everyone or a particular page or device.
- Your hosting provider and whether a recent backup is available.
- The business impact, such as failed checkouts or inaccessible enquiries.
Leave passwords, payment details, and customer records out of the first message. Ask us to review your issue and agree the scope of a repair.