Does this match what you’re seeing?
- You received an email saying your account was suspended because your domain doesn’t point to Traxio
- Your account is less than 30 days old and your website shows a suspended page
- You haven’t connected your domain yet, or you recently changed DNS
- You changed your account’s domain in DirectAdmin
DNS Guard suspends a new account when its domain hasn’t pointed to Traxio for 24 hours in a row. Nothing has been deleted, and the account comes back by itself once the domain points to your Traxio server. DNS Guard: why your domain needs to point to Traxio
1. See where your domain points now
Look up your domain’s nameservers and address from outside your own network. How to check your domain is pointing to Traxio
dig yourdomain.co.uk NS +short
dig yourdomain.co.uk A +shortCompare the address with the A record for your domain in Account Manager then DNS Management.
2. Fix whichever of these applies
| What you find | Fix |
|---|---|
| The domain has never been connected | Set Traxio’s nameservers at your registrar How to point your domain to Traxio (change nameservers) |
| Nameservers belong to your registrar or another host | Change them to ns1.traxio.co.uk, ns2.traxio.co.uk and ns3.traxio.co.uk, or add an A record there pointing to your Traxio server Connecting a domain without changing nameservers (using A records) |
| DNS is elsewhere and the A record points to an old host | Update the A record to your Traxio server |
| The domain doesn’t resolve at all | Check it’s registered, not expired, and DNSSEC isn’t broken Domain not resolving: “This site can’t be reached” |
| It resolves to a CDN or proxy other than Cloudflare | Other CDNs and proxies aren’t supported. Point the domain at your Traxio server, or use Cloudflare Using Cloudflare with Traxio hosting |
| It’s proxied through Cloudflare | Cloudflare passes. Check the proxied record actually exists for the domain itself, not only www |
3. Wait for the next check
DNS Guard keeps checking suspended accounts whatever their age. Once your domain resolves to Traxio, the account is restored at the next check and you’re sent an email confirming it.
- A new or corrected A record is usually visible within minutes.
- A nameserver change can take longer to reach every network. Why DNS changes take time (DNS propagation)
There’s no ticket to open for this: fixing DNS is the whole process.
Did you change the domain in DirectAdmin?
DirectAdmin lets you change your account’s domain, but it isn’t recommended, and this is why. DNS Guard keeps checking the domain your hosting account was set up with. Once the domain is changed in DirectAdmin, that original domain usually stops pointing to your Traxio server, and after 24 hours the account can be suspended.
To fix it:
- Open Account Manager then Domain Setup and change the domain back to the one your account was set up with.
- Make sure that domain points to your Traxio server again, using step 1 above.
- Wait for the next check. The account is restored automatically.
If you’re not sure which domain the account was set up with, it’s shown on your hosting service in the client area.
It says suspended, but the domain was pointing correctly
- Check the exact domain on your hosting service in the client area. A typo there, or
www.versus the bare domain, means DNS Guard is checking a different name. - Check the domain itself resolves to Traxio, not just
wwwor a subdomain. - If you recently moved DNS, some records may still be cached at their old values.
Other reasons for suspension
Unpaid invoices and acceptable-use problems are handled differently and don’t restore automatically. Why is my hosting account suspended?