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What to do when your website is hacked?

Sometimes it happens that we have to suspend one of the hosting accounts on our platform due to a hack. We understand that for you as the owner of the website this is highly frustrating but please do consider that we have to do this to protect our servers and other customers on that server.

If your web hosting account hasn't been blocked and did you discovered that your site was hacked? We'll then advise you to rename your public_html or folder from your Addon domain to public_bak or the similar name, the most important is that the content and therefore the website is no longer live.

If this happens to you, we recommend following the next steps to make sure the website goes online as soon as possible:

  1. Contact us to unsuspend the hosting account. We’ll also make sure the that public_html folder will be renamed to public_bak to make any additional damage can be done to your hosting account.
  2. Change all the passwords you’re using in the hosting account.
  3. Delete everything in the public_bak folder.
  4. Use a backup to restore your website / webshop. You can use AutoBackup in cpanel for this: How do I restore a backup of my website with AutoBackup?. Put the installation in the public_html folder, make sute this folder is empty before doing this.

    NB! Please due note that we only keep backups of the last 30 days so it's highly possible the hack is in those back-ups cPanel supplies. If you have a very own backup of your website we recommend using that one to restore the website.

  5. If you have't restored an backup but instead cleaned the webspace, you can rename the public_bak folder to public_html .
  6. Update the CMS and installed plugins to their latest version.
  7. The website is now available again and is up2date.

NB! We also have a cleanup service if you’d like us to cleanup your webspace. More information about this service can be found in the How does the cleanup service work? article


This knowledgebase article was last updated on: 29 November 2018

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