Troubleshooting

I'm locked out of my site!

You may have incorrectly configured an .htaccess file. See I get an Internal Server Error when going to my site below even if this is not the error you are seeing.

Be sure you have remembered your login information!

If you used a login plugin, you may have to go into the database via phpMyAdmin and edit the information, or delete the plugin via FTP and reinstall it and reconfigure it. Note that some login plugins that change the login page URL or name may not work on our server.

If your site was compromised, you may have to remove the infection and/or reinstall WordPress. See the Security section for more information.

I get an Internal Server Error when going to my site.

You will need to log into your CGI Server account and go into the directory that your WordPress site is installed in. Be sure your FTP program is set up to view hidden files.

You will need to download the .htaccess file and open this in your text editor. Be sure that the values are correct. Re-upload the corrected file to your server.

If this does not work, just delete the .htaccess file from your server. If WordPress or a Plugin requires it, it should give you more information on how to create it.

If you don't already have an .htaccess file in the requested directory, create a file named _htaccess and upload it to your server in the directory that was requested in any error message. Do not put any text or information in the file (the file should be blank). Once the new file is uploaded, rename it .htaccess via FTP.

Whether you upload a new .htaccess file or if one is already there, set the file permissions or attributes (right click on the file to find the right option) to owner and group writable (not writable by any others). Most FTP programs allow you to type in a numerical permission (also called a CHMOD) value. This value should be 664. Try your site again.

Your plugins may need to re-write the .htaccess file so check your plugins and settings to be sure that you select to have them recreated, if necessary.

My site worked before but now it has database login errors.

If you recently changed your database password via the Account Administration System, be sure that you have downloaded your wp-config.php file via FTP, edited it in a text editor to change your database password to the new one and re-upload your wp-config.php file via FTP to your CGI server account. Also be sure that you wait at least 2 hours for the new password to take effect after changing it in the Account Administration System.

I cannot delete files or folders on my site.

Many files and folders may have been made by WordPress itself or a plugin. You may be able to delete these files from within WordPress. If you are unable to delete the files or folders from there, then you can log into your CGI Server account via FTP and try deleting from there. If this doesn't work, wait about 20 minutes and try again. If you still are unable to delete the file or folder after this time, please let us know and we will look into fixing the issue so you can delete the files and/or folders you need to.

I still am having problems with my account or site.

Please let us know if you need further assistance with your account. We will take a look at your account and if we find any errors on our server, we will correct them. While we cannot always fix everyone's web site and are not always able to do so, we may be able to help you find more information or provide backups to help you fix your site yourself.