Frequently asked questions (FAQ)

Latest update: 15/09/2018

1. My website was hacked. What should I do?

Keep your calm and contact your hosting provider. Ask for a site backup, right after you noticed the site malfunctioning.
Put your website in maintenance mode to protect your visitors from malware.
Ask for an elaborate security analysis.

2. What I shouldn't do?

Do not use any malware repair tools - unless you know what you're doing. It might cause further damage on your website.
Don't attempt to repair infected files - unless you know what you're doing.
Panic.

3. How you will deal with my situation?

First, we will ask your website's access informations. After a thorough security analysis, we will determine how the website is affected. And lastly, we will repair your website.
We don't ask for an upfront payment. So our security analysis comes free of charge.

4. How Magefix is different from other security companies?

Our approach is internal - external. We want to make sure your site will be malware-free, safe and up to date. After that, we'll apply a firewall.
With Magefix your site will be self-dependent.
There are many security companies which will only repair your site. You'll get a cleanup, a vulnerable website and a firewall. And when the firewall will be off, you'll be infected again.

5. How you define a site?

A site is a set of related web pages located under a single domain name.
However we extend the definition to unique CMS installation, when using CMS platforms like Wordpress, Joomla or Drupal.

6. I got a Google malware warning. Is it forever?

It's usual for Google to place a warning sign on hacked websites. It's a measure to protect its users from being infected, while your website is vulnerable. A responsible thing to do, while repairing your site, is to temporary display a "site temporarily unavailable" page, only advised by a security engineer.

7. How to avoid future hacking attempts?

Magefix offers a one-year service warranty, free unlimited malware cleanups and a 30 days money-back guarantee. In case you will need future security assistance, we'll be there for you. We can't guarantee you will not be hacked ever again. That's because even though your website is secure, hackers might exploit it indirectly, through your email, hosting provider or even your personal computer. Here are the most important post-cleaning steps, in order to keep your website safe:

Change all your passwords: Hosting login, MySQL, FTP and CMS admin info.
Backup your site.
Perform regular updates on your plugins, themes and modules.
Monitor your site activity.
Signup with Google Search console.

8. Do you offer support if I need help?

Yes, all our plans include post-sale support. Our team is standing by to help you, submit a support ticket any time and we’ll be happy to assist.

9. Is Magefix GDPR compliant?

Yes, Magefix is GDPR compliant. It doesn’t store or access any personal data. Also no cookies are added by Magefix.