A restore replaces current data with an earlier state. Preserve the current broken state first when it may contain recent orders, messages, uploads, or evidence needed for investigation.
Before you begin
Sign in through the official client area and keep account-specific values from your activation email available. Make a backup before changing production data or configuration.
Steps
- Identify the recovery point: Choose a backup from before the incident and confirm it covers the correct site, files, and database.
- Preserve the current state: Create a snapshot or download current files, database, and relevant logs.
- Use a safe target: Test on staging when possible. For production, enable maintenance mode and document the start time.
- Restore matched components: Restore database and files from the same recovery point, then verify connection credentials and permissions.
- Validate the application: Test pages, login, forms, uploads, scheduled jobs, and transactions. Clear application and CDN caches.
- Close the incident: If compromise was suspected, patch the entry point, rotate credentials, and review administrator access before reopening.
Important notes
- Restoring without fixing the original security issue can lead to immediate reinfection.
- Ask support before overwriting data if the account includes active ecommerce, forums, or mail.
When to contact support
Contact support if the documented controls are unavailable, the service reports an account-level restriction, or the issue continues after these checks. Include the affected domain or service, the exact error, a timestamp with timezone, and the steps already tried. Never include passwords, one-time codes, private keys, or complete payment details.
