I hope someone can help you with this. The best bet you have to getting an answer from someone though I found is to be the Discord channel here https://discord.gg/CnhgN2W and if you end up not being able to get an answer I might recommend you try and host through Mysidia instead of the other place. It's just much easier having everything through Mysidia instead of working through a different host in my opinion.
Are you on a third party host? If so, check the PHP version number. It needs to be 5.3-5.6. Below 5.3 or above 5.6 will not work. It’s usually easy to switch to a different PHP version for most share hosts.