> ## Documentation Index
> Fetch the complete documentation index at: https://crevio.co/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# My site or store is offline

> Your website isn't loading, or visitors see an unavailable page. The handful of reasons why, and what fixes each one.

Your site not loading is rarer than it feels — most of the time something else
is going on that looks the same. Work down this list.

## Is it actually offline?

Three things get mistaken for an outage:

| What you're seeing                        | What it usually is                                                                                                                                                                   |
| ----------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Your recent change isn't there            | The new version hasn't published yet. Your old one is still serving, which is why the site looks fine but stale. See [my changes aren't showing](/docs/troubleshooting/changes-not-live). |
| A blank page or an error on one page      | A problem in that page, not the site being down. Ask Crevio to fix that page.                                                                                                        |
| The site loads for you but not a customer | Usually their network or a cached page. Try it in a private window and on mobile data.                                                                                               |

If your site loads at all, it isn't offline.

## Your account isn't active

This is the most common real cause, and the most fixable.

**If your account is anything other than active, your Crevio-hosted pages stop
serving.** That means your website at `crevio.co/<your-name>`, your product
pages, and your blog all show an unavailable page to visitors instead.

Your account can be:

* **Paused** — you or a teammate paused it. Resume it in **Settings**.
* **Suspended** — we stopped it. [Ask us why](/docs/troubleshooting/contact-support)
  and what it takes to lift it; we'll tell you straight.
* **Inactive** — the account has been closed.

Nothing is deleted in any of these states. Your products, customers, orders and
content are all intact and return exactly as they were.

<Note>
  Pausing your account is not the same as cancelling your subscription. Pausing
  stops the work; cancelling stops the billing. Doing one does not do the other.
</Note>

## Your custom domain isn't set up yet

If the site works on your `crevio.co` address but not on your own domain, the
domain is the problem, not the site. See
[my custom domain isn't live yet](/docs/troubleshooting/custom-domain-not-live).

## Your site was never published

A site that has been built but never successfully published has no live version
to serve. Check your site's versions — if none of them says **live**, ask Crevio
to publish it.

## Nothing above matches

Then it's worth us looking. [Get in touch](/docs/troubleshooting/contact-support) and
include:

* The exact web address you're trying, copied from the browser.
* What you see — a specific error, a blank page, or a spinner that never ends.
* Whether the `crevio.co` address works when the custom domain doesn't.
* Roughly when it started.

That's usually enough for us to find it without a back-and-forth.