New Customer Setup FAQ

Can I log in to my website admin or make site changes during the malware cleaning process?

We recommend that you do not log in to your website admin or make any site changes during the malware clean process as this could interrupt your scan. You will be notified once your malware review is complete.

How can I check the status of my security?

As a SiteLock customer, you can log in to your SiteLock Dashboard at any time to review the status of your security, including pages scanned and traffic blocked. We'll also send you live emails alerting you to anything malicious or suspicious on your website.

How do you contact SiteLock Support?

We're always available to help, so please reach out to us if you have questions.

• Call Toll-Free: (877) 563 - 2832
  International: (415) 390 - 2500

How long will it take to clean my website?

On average we are able to clean most website infections in less than 3 hours, but this can be greater depending on the size of your website and the complexity of the infection.

Logging into the Dashboard

Visit https://secure.sitelock.com/login to access your account. If you have signed up for SiteLock via one of our hosting partners, you may be able to access your SiteLock Dashboard through your hosting control panel. Your login is the email you used to create your account. Your password was created at the time of sign-up (either online or on the phone with one of our Customer Service Representatives).

If you are unsure of your password, visit our login page, enter your login and click the Reset Password link beneath the Password field.

Some password best practices include:

• Keep your password difficult to guess
• Be sure to include special characters (e.g. !,@,#)
• Avoid using dictionary words or names in your password
• Change your password at least every few months

Navigating Your Dashboard

Website Traffic

Upon logging in, you will see your website traffic broken down in four categories:

• Shield Views (how many people clicked on your site's Trust Seal)
• Unique Visitors (new visitors to the site)
• Human Visitors (how many non-bot visitors accessed your website)
• Bot Visitors (how many bots accessed your website)

Remember, not all bots are bad! Google, Bing and other search engines frequently use bots to crawl (index) your website for search engine optimization (SEO) purposes.

Security Summary

This section displays all of the information on the types of scans that have been run and when, along with what was scanned, any alerts, action(s) needed, and a status. Hovering over any of the question marks will give you a brief description of the scan run.

Messages and Alerts

This section displays all of your messages and alerts (pretty straightforward, right?). Here you will find any alerts on potential malware encountered on your site.

SiteLock Trust Seal

To install your SiteLock Trust Seal:

• Click on the green button at the bottom of your Dashboard homepage.
• Select information for the language, Trust Seal style, installation and information options and click Save all options.
• Under installation (Step 3), if you selected the automatic installation, choose where you'd like the Trust Seal displayed.
• If you selected self-installation, click the link for the step-by-step guide to install it on your website.
  

Scan Settings

Once you've familiarized yourself with your dashboard, you will want to confirm the frequency of the scans you've purchased.
On the Settings tab, under 'Scan Settings' you will find the different scans and when they are scheduled to run.

Account and Billing

On the Account tab you will find your account and billing information as well as past invoices available for PDF download.

Common Additional Services Requested

• For information on these services, please contact us at (877) 257 - 9263.
• SiteLock's Secure Malware Alert and Removal Tool (SMART).
• SSL Support
• Daily Vulnerability and Penetration Testing
• PCI Compliance
• VPN

Setting Up Your TrueShield Web Application Firewall (WAF)

If you have a WAF included in your package, please follow these instructions to get it set up.

TrueShield Firewall Setup Guide

Please note, this setup requires you to change your A Records(s) and CNAME alias in your DNS record. For setup guidance, click the 'Instructions' link on the right of each section. If you are unable to complete your setup, please contact us and we will be happy to answer any questions.

What should I expect during my website malware clean?

To start the cleaning process, we run your website files through our automated scanning system. The system downloads and scans your site files to identify and remove known malware.

The time it takes to clean your site depends on its size and how much malware is present.

Unless your hosting account has been suspended due to the infection, your site will remain accessible to visitors during the clean. However, we recommend that you do not log in to your website admin or make any changes to your site until the clean is complete.

When the clean is complete you will receive a notification and be able to review detailed results.

Will my website be accessible to visitors during the clean?

Your visitors will be able to access your website during the clean. However, if your website was blacklisted or suspended by your hosting provider, your website may be inaccessible until the clean is complete.

Will the cleaning process fix any other issues?

We will only remove malware from your website during the cleaning process. However, we will notify you if we find any vulnerabilities during the clean.

Will the SiteLock scanner delete my website files?

SiteLock will only remove the malicious website files that are not critical to the site’s functionality.