SiteLock and Web Hosts FAQ

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

We recommend that you do not login 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.

Do your services work with all hosting providers?

Yes, our services work with all website hosting providers.

Do your services work with all website platforms?

SiteLock website security products work with all open source website platforms, such as WordPress, Joomla and Drupal. We also work with custom coded websites, support many ecommerce platforms and most WYSIWYG site builders.

Doesn’t my hosting provider protect my website?

It's a common misconception that hosting providers protect the websites they host. Your web host only protects the server your website is hosted on, not the website itself. Think of it like an apartment building: Property management takes responsibility for securing the building, but each tenant must lock the door to their own apartment. That said, if your website is compromised, it will likely be suspended by your host and temporarily taken offline. SiteLock can help.

How can I help prevent malware in the future?

Update your CMS (WordPress, Joomla, Drupal, etc.), themes and plugins on a regular basis. Outdated themes, plugins and CMS are one of the main reasons websites are hacked.

Clean your hosting account regularly to decrease the risk of vulnerabilities and exploits. You can clean your account by removing all old code, unused user and FTP accounts, and unused files and domains.

Never leave a backup of your website on the same server.

Frequently update your password to combine uppercase and lowercase letters, numbers and symbols.

If you have any additional questions or concerns, please contact our Support team at (877) 563 - 2832.

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 complexity of the infection.

How much does SiteLock cost?

SiteLock offers a variety of website security packages, starting as low as $5 a month. Click here to view SiteLock pricing.

Is Your Website Currently Compromised?

SiteLock 911 will automatically find and fix common types of malware infections. Get Started Now (/pricing)

Or contact our support team for a custom solution:
Call Toll Free: (855) 378 - 6200
International: (415) 390 - 2500

Isn’t website security my host’s responsibility?

It’s a common misconception that hosting providers are responsible for site security. However, your web host only protects the server your website is hosted on, not the website itself. Think of it like securing an apartment building. Property management takes responsibility for securing the building, but each tenant must lock the door to their own apartment.

What are the differences between malware removal tools?

SiteLock SMART

(Secure Malware Alert and Removal Tool) runs once daily, downloading your website files and scanning for malware. If SMART finds known malware, it will automatically remove it or send you an alert, based on your preferences. If SMART finds new, unknown malware, our Expert Services team will review and contact you to discuss.

SiteLock SMART+

is just like SMART, but enhanced for WordPress. SMART+ offers an on-demand scan of your WordPress site's database for malware and suspicious content, as well as automated patching of any known vulnerabilities in core WordPress files.

SiteLock INFINITY

takes the technology in SMART+ but scans your website files constantly, identifying and removing infections as soon as they hit. If INIFINITY identifies any unknown malware, our Expert Services team of engineers will be notified to manually remove the malware from your website at no extra charge. The database scan still runs on-demand.

What does the "This Site May Be Hacked" warning mean?

If your website is blacklisted by Google and is displaying the following warning, 'This Site May Be Hacked,' we will submit your site to Google for de-blacklisting once cleaned. Please note that it could take Google up to 72 hours to remove this warning and de-blacklist your website. Please note that SiteLock has no control over the timing of this process.

What happens if my account is suspended?

If your hosting account is suspended, we will not be able to request a Google review until your account is reactivated. Please contact us once your hosting provider reactivates your account.

What if my website was deactivated?

If your website was deactivated by your hosting provider, we will request to reactivate the site. Reactivation generally takes up to 24 hours to complete. It is recommended that you contact your hosting provider if you need to escalate the reactivation process. Please note that if you have multiple websites on your hosting they can potentially cross-infect the website we are cleaning. If another website in your account is infected, your hosting provider can also deny your reactivation request. Please contact SiteLock Support if your hosting provider takes more than 24 hours to reactivate your account.

What is the SiteLock Dashboard?

The SiteLock Dashboard is your primary method to keep track of your website(s)' security. Below is a quick overview on the different types of information you will find there as well as a couple Frequently Asked Questions that you may find helpful.

What should I do about other websites on my hosting account?

If you have other websites on your hosting account that are not properly protected, they can potentially become cross-infected or reinfect the website we are cleaning. It is recommended you protect all your domains with a comprehensive website security solution that can automatically find and remove malware, as well as protect your site from harmful requests.

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.