If one or more of your sites have entered a frozen state, it means our system has temporarily restricted access to that domain. This is always for a specific, important reason—whether it’s a technical issue, security concern, or policy enforcement.

Below you’ll find all the possible reasons your site may be frozen, how to fix it, and what steps to take to prevent it from happening again.

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🦠 1. Malware Detected

Why it happens:
Your site was flagged during one of our malware or vulnerability scans. These scans are critical to protecting both your network and the wider PBN LTD infrastructure.

⚠️ Malware is taken very seriously. If left unresolved, it can damage server reputation, trigger CDN deactivation, and draw unwanted attention from search engines.

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What to do:

• Submit a support ticket—we will manually reset the malware flag

• Your site will automatically unfreeze shortly after

🔁 This reset is temporary. If the issue is not resolved, the site will be frozen again on the next scheduled scan.

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How to check and clean malware:

1. From the main dashboard, click the affected domain

2. Go to the Malware tab to view the list of flagged files

3. Investigate each flagged file:

   • If the file is malicious, delete or clean it using File Manager or a security plugin (e.g. Wordfence)

   • If you believe the file is a false positive, you can’t mark it in the dashboard—but:

❗ Only PBN LTD support can mark confirmed false positives
You must manually check the file first and ensure it’s safe
Once verified, submit a support ticket and we can mark it as a false positive on your behalf

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Common plugin-related flags:
Some plugins—such as All-in-One WP Migration—are frequently flagged due to known vulnerabilities or leftover scripts. These are not mistakes. We strongly recommend removing any plugins that trigger malware flags to prevent future issues.

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🧮 2. Bloated Database

Why it happens:
Your site’s database has exceeded its allocated quota. You can monitor your usage in the dashboard—if it passes the fair usage limit, the site will be frozen automatically.

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What to do:

• Submit a support ticket so we can temporarily increase the database limit

• Your site will be unfrozen shortly after

Once it’s back in “OK” status, you must investigate and clean the bloat.

How to identify and resolve DB bloat:

1. Access the site’s Database Manager

2. Double-click the database name in the right-hand menu

3. You’ll see a list of tables—check the “Size” column

4. Look for a table that’s significantly larger than the rest

🛠️ This is often caused by SEO/security plugins with logging enabled. Disable logging, empty the large table, or deactivate the plugin entirely.

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📦 3. Large Site Size

Why it happens:
The overall site size (files, media, themes, etc.) exceeded your allowed limit. This triggers an automatic freeze to protect resources.

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What to do:

• Submit a support ticket to increase the size allocation

• Your site will unfreeze shortly after

Once it’s back online, review your file usage and take steps to reduce it.

How to reduce your site size:

• Delete unused themes, plugins, media files, and backups

• Use cleanup plugins like WP-Optimize or Advanced Database Cleaner

• Check your /wp-content/ folder for large log or backup files

• Offload media or backups to external storage (e.g. Google Drive)

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⚖️ 4. Trademark or Copyright Infringement

Why it happens:
We received a verified complaint regarding trademark or copyright infringement. If a domain is confirmed to be in violation, we will freeze it manually.

✅ We do not act on unverified, false, or automated complaints. We only freeze domains when we receive clear and proven evidence.

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What to do:

• Submit a support ticket to discuss the issue

• Once unfrozen, you must remove or replace the infringing content

• Failure to comply may lead to CDN removal or IP blacklisting

In most cases, you’ll never even know a complaint was made—our team handles and dismisses false claims on your behalf.

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💰 5. Non-Payment

Why it happens:
Your subscription has lapsed or your one-time payment expired.

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For Subscription Users:

• You get a 7-day grace period after failed payments

• After 7 days, your domains will freeze automatically

• Once payment is made, domains will automatically unfreeze, usually within 5–10 minutes (longer if you have many domains)

You do not need to submit a support ticket
You should not pay twice—just wait for the system to reactivate your domains

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For One-Time Payments:

• Domains are active for 1 month from payment

• If payment isn’t made by the due date, domains will freeze

• Once paid again, they will automatically unfreeze

💡 We recommend paying 1 day before expiry to avoid disruption
Or switch to a subscription plan for automated billing

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🧠 Important Notes

• No data loss occurs when a domain is frozen

• All your files, content, and data are safely stored

• Once the issue is resolved, your domain will return to “OK” status automatically and function normally

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💬 Need Help?

If you’re unsure why your domain is frozen or need help resolving it, just open a support ticket. Our team is here to assist.