We understand that an uninterrupted online presence is crucial to your business and brand. This means we know how important it is to have the option of reactivating your suspended or cancelled services at 1-grid.
This guide will help you understand what hosting suspension and cancellation mean, how to reactivate your services quickly, and how to stay ahead of billing cycles to avoid downtime in the future.
What is a Suspension?
A suspension occurs when your hosting account or related service (hosting, email, and domain) is temporarily disabled due to an unpaid invoice, overdue renewal, or a security-related issue (e.g., malware, phishing activity, or overuse of resources).
The great news is that we can reverse the suspension once you complete the payment or required action.
What is a Cancellation?
A cancellation means your services have automatically gone into cancellation due to non-payment, while in suspension, or you have manually requested to cancel your services. This means that the service may enter into a terminated status if the 60 to 90-day suspension/cancellation period has passed, and the product or service is about to, or has reached the end of the retention period. This means that the data may no longer be recoverable.
This is why it is important to request reactivation for either a service in “Suspended” status or “Cancellation” status within the limited time window of 60 to 90 days.
The Benefits of Paying Your Invoices On Time
Proactive payments prevent downtime and reinforce reliability:
- Avoids service suspension and the inconvenience of reactivation delays.
- Keeps your website and email live, maintaining your online credibility.
- Prevents additional costs, such as reactivation fees or reconnection delays.
- Builds trust and consistency in your business operations.
- Ensures smooth renewals for connected services (domains, email, SSL).
TIP: Paying your 1-grid services by debit order is more than just convenient; it’s a smart, secure, and stress-free way to keep your services active while simplifying your billing, building trust, reliability, and financial confidence.
By automating your payments, you save time, reduce administrative effort, and gain peace of mind knowing that your hosting, email, and domains stay up and running without interruptions.
What Hosting Services Can Be Reactivated?
You can reactivate most hosting products (Web Hosting, Email Hosting, WordPress Hosting, VPS) if:
- The outstanding balance is settled in full.
- The service hasn’t been permanently deleted or replaced.
- The account is still within its reactivation window of 60 to 90 days.
It is important to note the following when considering reviewing the possibility of reactivating your services with 1-grid:
- Managed and Self-Managed Servers (VPS or Dedi) require manual reactivation, which takes longer.
- For previously cancelled services, an invoice would not exist. Our Billing Department manually generates the invoice.
IMPORTANT:If you need to reactivate a service beyond 90 days, you will need a new setup or restoration because the data will no longer be available on our servers.
How to Reactivate Services Suspended Due to Non-Payment
When reactivating your services with 1-grid, it is important to remember a few important things regarding suspensions and fees involved in the service reactivation.
To make paying your outstanding invoices easy, we have quick guides for the payment method that suits you, making it easy and stress-free.
But here are some quick steps, and information:
1. Log in to your 1-grid Customer Zone.
2. Go to Billing > My Invoices.
3. Locate your unpaid invoice for the suspended service.
4. Choose your preferred payment method, and follow the prompts or steps for the method selected, then click Pay Now.
IMPORTANT:
- Once payment clears, the system will automatically process the reactivation.
- Reactivation for suspensions may take a few hours after payment confirmation.
- For cancelled services, contact Billing Support via a Customer Zone ticket or directly via email at billing@1-grid.com to request manual reactivation.
When to Contact 1-grid Billing Support
Contact our Team:
- If you’ve paid but your service has not yet been reactivated after 2 hours.
- If your hosting product was cancelled, and you need to confirm eligibility for reactivation.
- If you believe your account was suspended by mistake or due to fraud prevention.
- If you need assistance restoring files or backups from a cancelled service, where available.
Include the following:
- Proof of payment, clearly reflecting the date, account number, amount, and reference number (Customer Code).
REMEMBER: When you make a payment via Direct EFT, allow 2 to 3 business days for it to reflect, and payments are always allocated to the oldest outstanding invoice first, so make sure your payment covers all your services.
FAQs
How long does reactivation take after I’ve made a payment?
Reactivation is typically automatic within a few hours once your payment reflects. For EFT payments, allow 2 to 3 working days, depending on your bank’s clearance period.
Can I recover my data after a cancellation?
If your service was cancelled recently, our Team can check for recoverable backups. However, data recovery isn’t guaranteed once a hosting plan expires past its retention period.
Will I be charged a reactivation fee?
Yes, reactivation fees may apply of R50.00 to restore services that were temporarily suspended due to non-payment, while a slightly different fee may apply for products or services that were fully suspended or cancelled. This fee covers the administrative process required to reconnect your hosting, etc.
Additional Resources
A Guide to Suspensions, Invoices and Payments at 1-grid
Need Additional Support?
We’re Here to Help:
Reactivating your services with 1-grid, which have been suspended or cancelled services doesn’t have to feel complicated with this easy-to-reference guide. Stuck? Contact our Billing Team for clarity and guidance (https://1grid.co.za/contact-us/). We’re ready to see how we can help!