What to do when the SiteLock malware scan returns results

The SiteLock malware scan will notify you of any pages or links on your site that have been listed as sources of malware (viruses, spyware, identity theft scams, etc.). If you are on any of these lists, many browsers and search engines will “blacklist” your site. If this happens, your site will not show up in search results, and internet users who do attempt to navigate to your site will be greeted with a warning.

SiteLock Detect will notify you that there’s a problem with the site but no cleanup will be performed. All other plans include SiteLock Malware Automated Removal Tool(or SMART) functionality which scans the files in your website for suspicious pieces of code, viruses, and malicious content and removes it.

If you have a SiteLock Detect plan and there’s a malware warning on your site you have several options to resolve this:

  • Delete offending links and clean your website to make sure there are no viruses or spyware present
  • If you have a backup you can remove the content from the domain document root and upload a clean version
  • Consider purchasing a SiteLock 911 service and we will perform the cleanup on your behalf
  • Upgrade to a higher SiteLock plan which includes SMART functionality

If you need further assistance, please submit a ticket by following these steps:

  1. Log in to your dashboard: https://www.hostpapa.com/dashboard

  1. Click on My Support.

  1. Click on the Open New Ticket tab.

  1. Your Name and Email Address will be prepopulated.

  1. Enter a Subject, choose the department you wish to submit the ticket to and enter the Ticket Details.

  1. If required, you may also add an attachment.

  1. Click the orange Submit button.

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