Emergency help

Site down or hacked?

Message us now. Emergencies get a first reply within 1 hour, 8am to 10pm Ghana time, every day.

Email us

What’s happening?

The site is down

Do this now

  1. Open the site on your phone with Wi-Fi switched off. If it loads there, the problem may be your network, not the site.
  2. Take a screenshot of exactly what you see, including any error message.
  3. Check your email for messages from your host or domain registrar about an unpaid invoice, a suspension or an expired domain.
  4. Write down anything that changed just before: an update, a new plugin, a setting.

Don’t

  • Reinstalling plugins or restoring backups over the top. It can hide the cause.
  • Paying anyone who contacts you out of the blue offering to fix it.
Send us this on WhatsAppWhat 99.9% uptime really means

It’s been hacked

Do this now

  1. Put the site into maintenance mode, or ask your host to take it offline, so visitors aren’t sent anywhere harmful.
  2. Change the password for your hosting control panel, from a computer you trust.
  3. Take screenshots: pages you didn’t create, where visitors get redirected, any warnings.

Don’t

  • Deleting suspicious files or users. They show how the attacker got in.
  • Restoring an old backup before the way in is found. The attacker can walk straight back in.
Send us this on WhatsAppWhat to do in the first hour after a hack

I can’t log in

Do this now

  1. Use the “Lost your password?” link on the login page, and check your spam folder for the email.
  2. If it says you’re locked out after too many attempts, wait for the lockout to end before trying again.
  3. Check whether the rest of the site still loads. If your password changed and you didn’t change it, treat it as a hack.

Don’t

  • Sending your password to anyone over WhatsApp or email, including us. We’ll set up access safely.
  • Following online guides that create administrator accounts directly in the database.
Send us this on WhatsAppWho really owns your website?

Emails aren’t arriving

Do this now

  1. Send a test through your contact form to a Gmail address, and check its spam folder.
  2. Check whether your normal email, sending and receiving, still works.
  3. Think back: has anyone changed your domain, DNS or hosting recently?

Don’t

  • Setting the form to send “from” your visitors’ own email addresses. It makes delivery worse.
Send us this on WhatsAppWhy your website’s emails land in spam

Visitors see a warning

Do this now

  1. Screenshot the exact warning. The wording tells us what kind of problem it is.
  2. If it mentions a certificate or says “Your connection is not private”, the SSL certificate has probably expired.
  3. If you use Google Search Console, open Security issues and screenshot what it lists.

Don’t

  • Telling visitors to click past the warning.
Send us this on WhatsAppThe 15-minute monthly Search Console check

What to send us

  • Your site’s address
  • Screenshots of what you see
  • When it started, and anything that changed just before
  • Who hosts the site, if you know
  • No passwords. We’ll ask for access safely.

What happens next

  1. We reply within 1 hourEvery day from 8am to 10pm Ghana time. Outside those hours, you’re first in the morning.
  2. We get access safelyA separate login for us, never a password typed into a chat.
  3. We stop the damageTaking the site offline, restoring service or blocking the attack, whichever stops the harm fastest.
  4. We fix the causeThen we explain in plain English what happened, what we did, and how to stop it happening again.

Our promise