Dear Valued Client,
We want to reach out personally to apologize for the limited availability of our website and billing portal over the past couple of days. If you tried to reach us, submit a ticket, or log into your account and were unable to, we sincerely apologize for that inconvenience. Your hosting services were not affected in any way during this time.
WHAT HAPPENED:
Late on April 30th, our internal management server experienced an unexpected critical failure. Despite working closely with our infrastructure and software vendors over the following 24 hours to diagnose and recover the system, the root cause remains inconclusive. What we do know is that the failure required a full server restoration, and we executed that recovery as quickly and thoroughly as possible.
This was not a simple fix, it took significant effort coordinating across multiple platforms and vendors to get everything back to where it needed to be. We worked through the weekend to make that happen, and we're pleased to say that everything is back up and running. Most importantly, your websites, emails, and hosted services were never impacted throughout this entire process.
WE TRIED TO THINK OF EVERYTHING:
We know a situation like this can raise questions, so we've proactively taken care of several things on your behalf:
1. PAYMENT METHOD UPDATE REQUIRED
As part of the restoration process, stored payment information was cleared for your security.
You will need to log into your account and re-enter your payment card details to ensure uninterrupted service going forward.
To update your payment method:
- Log into your account at https://superwebhost.com/billing
- Click on your name in the top right
- Select Payment Methods
- Add your card
2. UPCOMING INVOICES
May invoices will be re-generated shortly. If you have already received a May invoice, please disregard it, as a new one will be issued. If you already paid a previous May invoice and receive another, please open a support ticket and let us know the payment method you used (PayPal, credit card, etc.) so we can track it down and make it right for you — no questions asked.
3. HISTORICAL ACCOUNT DATA
There may be gaps in what invoices and tickets are available for review in your account. If you're looking for something specific that you can't find, please reach out, and we'll do our best to assist you.
IF YOU NOTICE ANYTHING:
We've done our best to proactively get everything sorted, but if you have an open ticket or experience any issues that aren't addressed, please open a new ticket ASAP, and we will dig into it for you.
Thank you for your patience and for being a SuperWebHost client. We take full responsibility for the disruption this caused and have already implemented improved systems and procedures as a direct result of this incident. We are committed to making sure we come out of this stronger.
Sincerely,
Billy Cooter
SuperWebHost
https://superwebhost.com/billing
Saturday, May 2, 2026
