My Site is Down! How Do I Fix It?

If your website is currently not live, then it is likely due to one of the following three reasons:

1. There is a billing issue.
2. There is a domain issue:
   • Your domain name(s) is not added properly within your website dashboard.
   • Your domain(s) is not pointing to the website platform's IP address within your domain registrar.

If you find that your website is down, you can follow the steps below to troubleshoot.

Step 1: Rule Out Billing Issues

First, you will want to log in to your app.marketing360.com account - ideally, you will want to log in under the account that is listed as the "Owner" of your website, which is the only user account that can update billing information. Don't know your password? Click here to find out how to request a new password.

If you see the message below, then your account is Past Due. If you do NOT see the below message and can access your website dashboard, then skip to Step 2: Check your Domain Settings.

If you see the message above, you can close the pop-up. Find the "past due" message under the Recent Activity column on your main dashboard (circled above for reference) and select Click here to resolve. More information on how to update your payment method in your Marketing 360® dashboard.

Once your account is paid and up to date, you will want to proceed to Step 2 below to make sure your domains are connected successfully.

Step 2: Check Your Domain Settings

Note: the steps below are for the Websites 360® platform. If your website is hosted on Woo360®/WordPress or UXi, jump down to this section.

Make sure your domain is added to your Domains dashboard

1. Open your Marketing 360® dashboard and navigate to the Websites app.
2. Select the Settings tab at the top of your Websites app.
3. Select Domains on the left-hand sidebar.
   

This page lists every domain that is added to your website. Ideally, you should have at least two entries on this page: the version of your URL with the www. in front (for example, www.websites360.com) and the version without the www. in front (for example, websites360.com).

If you do not see any domains listed on this page:

1. Click Add Custom Domain at the top of the page. Enter your domain without the www. in front (i.e. websites360.com), then click Save.
2. Click Add Custom Domain again, but this time, enter your domain name with the www. included (i.e. www.websites360.com) , then click Save.
3. Click the Activate Domains button to confirm your domains.

Next, REFRESH your internet browser. Look in the DNS Status column and see which the "Status" is displaying:

	Your domain is pointing to your website successfully and your website is live!
	Your domain is not pointing to the Websites 360® IP address. Please proceed to Step 3: Point your Domains to Websites 360®.

Step 3: Point Your Domains to Websites 360®

If your domains do not say "Resolved" next to them in the DNS Status column, then you will need to update the 'A Record' in the DNS Settings within your domain registrar (where your domain name is hosted). 

To fix this, you will need to log in to your domain registrar and follow the steps in this support article to point your domain to the Websites 360® address.

If you do not know who your domain registrar is, then you can look it up by following the below steps:

1. Visit the web page mxtoolbox.com
2. Enter your domain name URL in the Domain Name field, then click the MX Lookup button.
3. After the page loads, click on the "arrow" icon next to the MX Lookup button, and select DNS Lookup.
4. Click the DNS Lookup button. The page will refresh, and the name of your domain registrar will be listed.

Once you have updated the 'A Record' in your domain settings, please return to the Domain Settings page on your Marketing 360® account (refer to the section above). If you see that the DNS Status for your domain now says Resolved, then your website is live! It can take up to 24 hours for the changes you've made to go through, however, the domains usually resolve within a few minutes.

If only the non-www. Domain is Resolved

If the non-www. version shows as "Resolved" but the www. version of your domain still shows as "Not Resolved", then you will need to log back in to your domain registrar and follow these steps to add a CNAME Record within your DNS Settings. Most domain registrars don't require this step, but some do.

Further troubleshooting

If you have walked through all of the above steps and your website is still not live, then please contact support@marketing360.com. In the event that your website is not live due to an issue with your domain registrar, please note that our Support team cannot log in to your registrar to make any changes, however, our team can make sure that you have all of the resources you need to make sure your domains are pointed to your website successfully.

Other website platforms

Woo360®

If your Woo360® site is not live, please contact support@marketing360.com. Each Woo360® site has a unique IP address, and our Support Team can inform you of which IP address to use when you point your domain to our server within your domain registrar.

UXi

The UXi platform is no longer being supported as of June 2023. If you would like to continue hosting your website with Madwire, please contact support@marketing360.com to learn what options you have for rebuilding your website. We can temporarily place your site on a backup server for a limited time for you to grab your website content and make a decision.

If you opt to instead host your website elsewhere, please note that the UXi platform’s unique database architecture does not allow the ability to move the entire site to a new server as is common with standard WordPress sites; should you choose to host your website elsewhere, you would need to rebuild it from scratch. More information on exporting UXi website data.