Why can't I reach my website, or why is my website down?
There are several reasons why you may not currently be able to access your website.
🌐 There's a problem with your domain registrar or DNS host
This is one of the most common reasons.
The domain registrar is the company where your domain (e.g. mystation.com) is registered.
When you initially set up your website and went live, it's where you would have entered some details known as DNS records to point your domain to your Aiir website.
You can check if your domain registrar could be the reason you're unable to reach your website by trying the staging URL for your website. This is the URL you use to browse your website before it goes live on your own domain, but it's still usable even when your website is live.
To find your staging URL, in Aiir, go to Site Settings, select your site if prompted, then go to the "Domain and HTTPS" section. You'll then see a link at the top to try your website's staging URL.
If your staging URL works, then this confirms the problem is more likely to be with your domain registrar than Aiir.
You will need to find out who your domain registrar is and contact their support team.
If you don't know who the company is or have the login details for their website, you will need to ask your colleagues for assistance.
It's quite rare, but in some cases, you may have chosen to host your DNS separately from where your domain is registered. In this case, you'll need to find out who your DNS host is. You may be using a service like Cloudflare.
🛡️ Your SSL certificate has expired
If your website is showing an error message saying the "certificate is not valid" or that the "connection is not private" or similar, then your website's SSL certificate has expired.
You can find out more about this and how to resolve it in this separate FAQ guide.
🤨 A message says "This website is currently unavailable."
This means your website has been suspended due to billing issues. Contact accounts@aiir.com if you're unsure why this is the case.
🗓️ You see a page with your domain registrar's name on it
Your domain name might have expired. This can happen if it is not set to automatically renew, or there was a payment issue. Contact your domain registrar to see if they can help.