Report a website that's down or broken

If your website is down or showing an error, check it from a second device, then open a Website Support ticket with the priority set to Emergency. Give us the web address, the exact error and when it started.

If your site is on Website Care, it's monitored 24/7 from outside your network. A monitored outage is picked up by us without you having to report it, so we may already be on it. Your report still helps, because you might be seeing a problem our checks can't.

First, a two-minute check

Some "down" sites are fine, and the problem is closer to home. Before you open a ticket:

1. Open the site on your phone using mobile data, with Wi-Fi turned off. If it loads there, the problem may be your office network, browser or computer.
2. Try a private or incognito window. That rules out an old copy saved in your browser.
3. Note the exact error text or code on the screen, such as "500", "503", "522" or "Error establishing a database connection". Take a screenshot if you can.
4. Ask yourself whether anything changed recently: a new plugin, an edit, a domain renewal notice, or a change at your domain registrar.

If the site loads everywhere except one computer, it's still worth a ticket, but use a normal priority.

Report it

1. Sign in at https://my.oogle.net/client/login/.
2. Select Support, then Website Support.
3. In Summary, write the address and the symptom, for example "example.com showing 503 error".
4. Set Priority to Emergency if the whole site is down, every visitor sees an error, or the site looks hacked. For a single broken page or feature, choose a lower level.
5. Choose the site in Related Service, if it's listed.
6. In Details, include:
   • the full address of the page that fails
   • the exact error message, word for word
   • when you first noticed it, and whether it's constant or on and off
   • whether it fails on other devices and networks
   • anything that changed shortly before it started
7. Select Add Attachment to add your screenshot.
8. Select Open Ticket.

If you can't sign in to the portal

Call us on 833-336-6453 or email [email protected] with the website's address and what you're seeing.

You'll know it worked when

Your ticket appears under Support → Tickets on the Open tab with Emergency in the Priority column. Our replies come by email from Support at an address ending in @my.oogle.net.

Common causes, while you wait

• An error code such as 500, 502, 503 or 504. See What website error messages mean.
• A Cloudflare page with 521, 522, 525 or 526, or a certificate warning. See Fix DNS and SSL errors.
• "There has been a critical error on this website" or a blank white page. See Common WordPress errors and what to do.
• "Site can't be reached" or the domain shows a registrar's parking page. The domain may have expired or its nameservers changed. See Troubleshoot a domain that isn't working.

Outages and hosting problems come before other work. Please don't open a second ticket for the same outage; reply to the first one if you have something to add.

Next steps

• What to include in a ticket, and what never to send
• Reply to a ticket and check its status