COVID-19 Update

Valued Customers,
We are closely monitoring the rapidly changing developments around COVID-19. We understand this is a difficult time for everyone, and we want you to know we are here to help. As a precaution, we have transitioned all of our employees to work remote. Rest assured that supporting our customers is our number one priority, and we are doing our best to respond to all questions and inquires as fast as we can. We remain committed to providing you with the exceptional service and support you’ve come to expect.

Stay safe,
SiteLock

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Cybersecurity Information & Help Center

Whether you need help setting up your new products, resolving an alert, or you just want to know what website security is all about, you’re in the right place.

SiteLock's help center provides cybersecurity information with 24/7 support for all things website security. Take a look around for more information on our security products, custom solutions, technical issues, or just about everything in between.
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About website security
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set-up
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Picking the right plan

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 I need website security?

When it comes to your security, no website is too small to hack. It’s always better to be proactive than reactive. Meaning, we highly recommend you secure your website before a compromise occurs. This is important since websites experience an overwhelming 58 attacks per day, per website on average! Let this blog, “Why Do I Need Website Security?” help answer your questions.

Why are website backups important?

Why are website backups important? Backups provide an easy way to save a copy of a website, including files and database. With a single click you can then restore your website in the event of accidental or malicious data corruption.

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.

Does SiteLock offer tailored plans to match my unique needs?

Yes! We offer several packages to choose from (and can even put together a custom solution), based on your needs. Visit our pricing page for more details.

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 check the status of my security?

As a SiteLock customer, you can login 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 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 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 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.

I have an SSL Certificate, why do I need this?

An SSL certificate is a great first step to a secure website. It decodes information passed between your site and its visitors to help prevent data theft. However, you still need to protect your site from defacement, theft or resources and other attacks.

I take credit cards on my site, so I need to be PCI Compliant. Can you help me with that?

Absolutely! Our Enterprise level WAF is certified to PCI Compliance standards and our PCI Compliance Program (through a partnership with Clone Systems) can streamline the Self-Assessment Questionnaire (SAQ) process.

Is Your Website Currently Compromised?

SiteLock 911 will automatically find and fix common types of malware infections. Get Started Now (https://www.sitelock.com/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.

Logging into the Dashboard

Visit https://secure.sitelock.com/login.php 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.

Log into your Dashboard (see instructions above)
Scroll down to the 'Security Summary' section
Find the 'TrueShield' row and click the 'Click for details' link
Follow the step-by-step instructions to complete your setup

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 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 are the differences between SiteLock plans?

SecureStarter is designed for personal websites or blogs. It can automatically detect and remove malware but doesn’t repair a currently infected website. The SecureSpeed and SecureSite packages will both repair a currently hacked website, however, with the Speed package you only get one manual repair, while Site gives you unlimited access to our team of cybersecurity professionals.

What do the dashboard warnings mean?

You may receive multiple warnings from the SiteLock Dashboard as we clean your site. These warnings are normal as we scan, clean and update your files. We will also email you updates when we find and remove the malware from your website. Please note that once your website is clean, it may take up to 24 hours for your Dashboard to update and reflect the changes.

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 happens if my site has an issue?

We will alert you by email as soon as any issues are detected and work with you to get your site secured.

What if I need to cancel my account?

Just give us a call at (844) 217-0577.

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 is website security?

Comprehensive website security protects your website and web applications from harmful cyberthreats, like malware and vulnerabilities. Depending on your SiteLock website security package, you’ll receive daily website scans, automated malware removal and vulnerability patching, and a web application firewall to block harmful traffic from entering your site.

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.

What type of payments do you accept?

We currently accept Visa, Mastercard, Discover and American Express. We do not accept PayPal or electronic checks currently.

Who is SiteLock?

SiteLock is the global leader in website security. The company was founded in 2008 with a mission to protect every website on the internet. We currently protect over 12 million websites of all sizes around the world and are just getting started!

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.

Will these plans remove a current malware infection?

Yes, all of our plans will clean a currently infected website.
No Search Results

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.

How can I check the status of my security?

As a SiteLock customer, you can login 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 complexity of the infection.

Logging into the Dashboard

Visit https://secure.sitelock.com/login.php 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.

Log into your Dashboard (see instructions above)
Scroll down to the 'Security Summary' section
Find the 'TrueShield' row and click the 'Click for details' link
Follow the step-by-step instructions to complete your setup

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.

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 (https://www.sitelock.com/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.

Do I need website security?

When it comes to your security, no website is too small to hack. It’s always better to be proactive than reactive. Meaning, we highly recommend you secure your website before a compromise occurs. This is important since websites experience an overwhelming 58 attacks per day, per website on average! Let this blog, “Why Do I Need Website Security?” help answer your questions.

Why are website backups important?

Why are website backups important? Backups provide an easy way to save a copy of a website, including files and database. With a single click you can then restore your website in the event of accidental or malicious data corruption.

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.

I have an SSL Certificate, why do I need this?

An SSL certificate is a great first step to a secure website. It decodes information passed between your site and its visitors to help prevent data theft. However, you still need to protect your site from defacement, theft or resources and other attacks.

I take credit cards on my site, so I need to be PCI Compliant. Can you help me with that?

Absolutely! Our Enterprise level WAF is certified to PCI Compliance standards and our PCI Compliance Program (through a partnership with Clone Systems) can streamline the Self-Assessment Questionnaire (SAQ) process.

Is Your Website Currently Compromised?

SiteLock 911 will automatically find and fix common types of malware infections. Get Started Now (https://www.sitelock.com/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 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 happens if my site has an issue?

We will alert you by email as soon as any issues are detected and work with you to get your site secured.

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 website security?

Comprehensive website security protects your website and web applications from harmful cyberthreats, like malware and vulnerabilities. Depending on your SiteLock website security package, you’ll receive daily website scans, automated malware removal and vulnerability patching, and a web application firewall to block harmful traffic from entering your site.

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.

Who is SiteLock?

SiteLock is the global leader in website security. The company was founded in 2008 with a mission to protect every website on the internet. We currently protect over 12 million websites of all sizes around the world and are just getting started!

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.

Does SiteLock offer tailored plans to match my unique needs?

Yes! We offer several packages to choose from (and can even put together a custom solution), based on your needs. Visit our pricing page for more details.

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 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.

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 are the differences between SiteLock plans?

SecureStarter is designed for personal websites or blogs. It can automatically detect and remove malware but doesn’t repair a currently infected website. The SecureSpeed and SecureSite packages will both repair a currently hacked website, however, with the Speed package you only get one manual repair, while Site gives you unlimited access to our team of cybersecurity professionals.

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.

Will these plans remove a current malware infection?

Yes, all of our plans will clean a currently infected website.

How can I check the status of my security?

As a SiteLock customer, you can login 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.

Logging into the Dashboard

Visit https://secure.sitelock.com/login.php 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.

Log into your Dashboard (see instructions above)
Scroll down to the 'Security Summary' section
Find the 'TrueShield' row and click the 'Click for details' link
Follow the step-by-step instructions to complete your setup

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 do the dashboard warnings mean?

You may receive multiple warnings from the SiteLock Dashboard as we clean your site. These warnings are normal as we scan, clean and update your files. We will also email you updates when we find and remove the malware from your website. Please note that once your website is clean, it may take up to 24 hours for your Dashboard to update and reflect the changes.

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.

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

What do the dashboard warnings mean?

You may receive multiple warnings from the SiteLock Dashboard as we clean your site. These warnings are normal as we scan, clean and update your files. We will also email you updates when we find and remove the malware from your website. Please note that once your website is clean, it may take up to 24 hours for your Dashboard to update and reflect the changes.

What if I need to cancel my account?

Just give us a call at (844) 217-0577.

What type of payments do you accept?

We currently accept Visa, Mastercard, Discover and American Express. We do not accept PayPal or electronic checks currently.