I bought a domain from them about 3 months ago (luckily for one year). I decided to choose them because there were good references regarding privacy. So I started to point my self-hosted services (with proper certications and stuff) which were solely used by myself and my family, to the domain and subdomains. So far, so good.
Suddenly, my domains stopped working. I went to the admin dashboard and tried to click on "Manage," but the button wasn't working. I checked the button code, and it was labeled as "disabled." So I contacted support, and I won’t provide much more explanation; I will just paste their response.
Domains not working
open - created 15 hours ago
Whats going on with my domain and its subdomains ? i cant even access to manage them anymore, why?
Replies:
[Reply #1] from Njalla - 13 hours ago
Your account is suspended.
[Reply #2] from you - 8 hours ago
May i have a reason ? What kind of answer is that? If i cant use the service i want my money back
[Reply #3] from Njalla - an hour ago
We don't refund services, and your domain has been suspended for violating our terms of service, for among other things, being flagged as malicious by various browsers.
[Reply #4] from you - now
What terms did I violate and how? Do you have evidence? You are not even providing a notification, nor a reason, nor any evidence. And you just go ahead and suspend my domain??? What kind of service are you providing? Are you self-hosting the servers? For the record, I was just self-hosting my own services and was doing nothing wrong. I don't even understand why this is happening. And if you can't give me a clear reason, I will go ahead and spread everywhere what you did, including the fact that you are not even refunding me.
Edit: adding their “profesional” response. I assumed they just stole my money and my domain. I’m not able to even enter to manage my domain. They just disabled the button … wtf
[Reply #5] from Njalla - 3 hours ago
Why was your domain flagged by security vendors as malicious?
few years ago I was contacted by digital ocean because they got reports about myserver being involved in ssh attack or something like that. Turns out my old drupal website had unpatched vulnersbilities that allowed attacker to access my system and use it for attacking others.
am not saying that to defend your provider they should have at least give you a warning. I an saying that to check yiur server as it may have been compromised
Good possibility. I was actively checking the security and access violations or system changes. I was not able to see nothing strange. Even the only ips stains the services were always mines. Maybe I’m even unaware, but how to know if these people even tell me a thing.
I'd check https://transparencyreport.google.com/safe-browsing/search because most browsers including mozilla firefox rely on google safe browsing.
The other thing to point out is that if an attacker somehow got root access, they could install a so called "rootkit" and what it does it replacing some of the basic commands like top, ps, ... with altered ones in order to hide the malware activities
Yep I figured out ot was google safe browsing . I have no clue why. Meanwhile these guys took over my domain .
Njalla is more private because they own your domain and just allow you rights to use it, the downside is you have less control over things.
Still would be nice if their support was better.
Did your domain come up as flagged on google safe browsing?
Yep I understand. Yes it was flagged by google safe browsing. But if they own the domain, and because of that they react like hysterical without investigating, their services are a “delicate” option.
Probably due to their status as a privacy friendly way to have a domain they get a lot more fraud and scams using their services, they're probably dealing with tons of this stuff daily. Being flagged by google safe browsing most of the time means something isn't right, but I'm not sure what they would really be able to investigate on their end.
Have you figured out why you were flagged? I've seen similar stuff from self hosters before where they have a compromised service exposed to the internet and didn't realize it.
Nope y checked here for the domain status and stills shows as unsafe. Since I’m not the owner of the domain and I was suspended I have no idea about the reason. Anyway I gave up, so I turned all my services inside my home network and vpn.
https://transparencyreport.google.com/safe-browsing/search
Annoying that it doesn't give more details!
I think you might need to add your site to google search console to see more details on specifically why it was listed as unsafe.
Some info here: https://web.dev/articles/use-search-console
Thank you :)