Joomla & WordPress Malware Removal Service FAQ's

Frequently asked questions for the malware services we offer for the Joomla! and WordPress

Can i trust you with my Hosting information

All information you provide to us is treated with complete confidentiality.

We are a UK company with over 10 years experience providing security for Joomla and WordPress websites for clients around the world who trust us to deliver a professional service.

Our UK company information is

Eclipsa Ltd

Address

International House

776-778 Barking Road

Barking

London E13 9PJ

If you have any questions about the services we offer please contact us at the website

Can you fix the website in 24 hours

Once we have successfully received payment for the service we will contact you via email within 2 hours to request the following information.

  1. Website address.
  2. website hosting control panel ( cpanel or plesk ) user name and password login details.
  3. FTP address plus user name and password.
  4. MYSQL  phpMyAdmin access including user name and password.
  5. WordPress or Joomla website admin user name and password.

If we do not receive all the above information from you will be unable to clean the hacked website within 24 hours.

Do you guarantee to remove the malware

The malware removal service we offer comes with a full money back guarantee.

If we do not 100% remove the malware or malicious code from your website you will receive a full refund.

However based on the security experience and knowledge we have we are very confident that we can help you to get your business back online.

Free Website Malware Scanning Tools

If you suspect that your Joomla or WordPress website is infected by Malware then you can try scanning your website with one of the following free malware scanning tools below.

All the free malware scanner tools will check your website for the following plus more.

  1. Malicious files
  2. Suspicious files
  3. Potentially Suspicious files
  4. External links detected
  5. Iframes scanned
  6. Blacklisted status

Quttera

Quttera offers free malware scanning services for WordPress, Joomla, Drupal  websites and provides you with a detailed report

https://quttera.com/website-malware-scanner

SUCURI

Sucuri is a popular security scanner which allows you to scan your website running WordPress, Joomla, Magento and more for malware, blacklisting status, website errors, and out-of-date software

Once the website scan is complete they will tell you if your website is infected with malware of if you have out of date software.

https://sitecheck.sucuri.net

Virus Total

Virus total analyzes your website for suspicious files from various online scanners including Kaspersky, Malware, Dr. Web, Netcraft, Trustwave, Cybercrime, CloudStat and much more for viruses, worms, Trojans, and another kinds of malware infections.

https://www.virustotal.com

Google Safe Browsing Malware Scanner

The Google malware scanning tools allows you to quickly scan your website for malware infections

https://transparencyreport.google.com/safe-browsing/search

Google this website may be hacked

If  your Joomla! or WordPress website is infected with malware or malicious code Google will stop sending you website visitors and display a label “this website may be hacked” next to your website.

The service we offer includes the following.

  1. Communicating with Google on your behalf to remove the label “this website may be hacked”
  2. Providing Google with all the evidence to confirm we have 100% cleaned your website.

It can take up to 5 working business days after we have submitted all the information to Google for them to remove the label “this website may be hacked”

For more information visit https://support.google.com/websearch/answer/190597?hl=en&ref_topic=3425513

How do i know if my website is hacked

A hacked Joomla or WordPress website can display the following symptoms which would suggest its hacked.

  1. The website is black listed by Google.
  2. Website is displaying the label “this website may be hacked” in Google.
  3. You have lost all traffic and website visitors from Google.
  4. The web hosting company has disabled or suspended the website.
  5. Your website visitors have reported to you that their Anti virus software is telling them your website is unsafe or has a virus.
  6. The website is black listed by the major email providers and you can no longer send email.
  7. Strange things happening at the website including new pages created or new user accounts created without your permission.
  8. You find hidden black hat spam links or links to porn,  pharmacy or payday loan websites in your website.
  9. Your website receives a lot of traffic that has used up all the hosting  bandwidth.

The above symptoms are just some of the examples you can expect to see if the website is hacked by hackers.

Joomla And WordPress Updates

The security service we offer includes updating your Joomla or WordPress website to the latest version.

After we have successfully removed the malware from your website we will install the latest version of Joomla or the WordPress at at your website to. This is to ensure the website is using the latest, stable and secure version of the content management system.

To find out more about the website malware removal services we offer visit

WordPress Malware Removal Service

Joomla Malware Removal Service

Malware removal service for Joomla & WordPress

We only offer the malware removal service for Joomla and WordPress.

The reason for this is because we have over 10 years security experience fixing hacked WordPress and Joomla websites for customers.

We don’t want to mislead you or raise your hopes by claiming we offer security services for other open source content management systems.

We are experts in Joomla and WordPress and you are in safe hands if you hire us.

 

Money back guarantee

The malware removal service we offer for both Joomla and WordPress comes with a money back guarantee.

If we fail to 100% remove the malware from your website we will provide you with your money back.

 

The hosting company has suspended my website

If the hosting company has suspended your website because it has been hacked or infected with Malware you will need to contact the hosting company to confirm we can access the files and MYSQL database on the suspended website.

Once we have permission from your hosting company we start work on removing the malware and get your website back online for you.

We will need the following to complete the work for you

  1. Website address.
  2. website hosting control panel ( cpanel or plesk ) user name and password login details.
  3. FTP address plus user name and password.
  4. MYSQL  phpMyAdmin access including user name and password.
  5. WordPress or Joomla admin user name and password.
What does your malware removal service include?

The following is included in the service we offer at the website.

  1. Take a full backup of the website including all files and the MYSQL database before we start the work and after we have 100% removed the malware from the website.
  2. Complete a detailed security scan of the website files and MYSQL database to investigate how the malware or malicious code infected the website.
  3. Once we have identified how the website was hacked and infected we will remove all malware and malicious code from the website.
  4. If the website is using an outdated version of WordPress or Joomla we will update the site to the latest, secure version.
  5. We will review all the plug-in’s installed at the website and update them to the latest version if required.
  6. We will install a free WordPress security firewall plug-in to secure the website and protect it from future attacks.
  7. An additional security layer using .htaccess rules will also be applied to the website to protect the WordPress files and MYSQL database from malicious attacks and zero day vulnerabilities.
  8. Once we are confident that the website is clean and secure we will complete a full Cpanel or plesk hosting backup of the website.
  9. We will communicate directly with Google to remove “This website may be hacked” label to recover your search engine listings and website traffic from Google.
  10. Our work is guaranteed for up to 30 days. If your website gets hacked within 30 days after we have completed the work we will fix the website for free.
  11. We offer a full money back guarantee if we fail to 100% clean the website from malware.
What Information do you need to remove the malware

We need the following information from you to start working on the website

  1. Website address.
  2. website hosting control panel ( cpanel or plesk ) user name and password login details.
  3. FTP address plus user name and password.
  4. MYSQL  phpMyAdmin access including user name and password.
  5. WordPress or Joomla admin user name and password.
What Is Malware

The term malware is a contraction of malicious software. Put simply, malware is any piece of software that was written with the intent of doing harm to data, devices or to people.

When you hear talk of viruses, Trojans, spyware and the like, what you’re really hearing is talk of different kinds of malware.

We all know the popular image of the rebel hacker, testing his skills and wits against whatever system he’s decided to make his challenge. But today, “black hat” software developers often sell their skills to the highest bidder.

These can be criminal organizations looking for tools to operate in the digital world, or government intelligence agencies looking to access the data locked away in the computers, networks and mobile devices of their targets.

What does malware do?

The way malware goes about doing its damage can be helpful in categorizing what kind of malware you’re dealing with. The following is a list of common types of malware, but it’s hardly exhaustive:

Virus

Like their biological namesakes, viruses attach themselves to clean files and infect other clean files. They can spread uncontrollably, damaging a system’s core functionality and deleting or corrupting files. They usually appear as an executable file.

Trojans

This kind of malware disguises itself as legitimate software, or is included in legitimate software that has been tampered with. It tends to act discretely and create backdoors in your security to let other malware in.

Spyware

No surprise here: spyware is malware designed to spy on you. It hides in the background and takes notes on what you do online, including your passwords, credit card numbers, surfing habits and more.

Worms

Worms infect entire networks of devices, either local or across the internet, by using network interfaces. It uses each consecutive infected machine to infect more.

Ransomware

Also called scareware, this kind of malware can lock down your computer and threaten to erase everything — unless a ransom is paid to its owner.

Adware

Though not always malicious in nature, particularly aggressive advertising software can undermine your security just to serve you ads — which can give a lot of other malware a way in. Plus, let’s face it: pop-ups are really annoying.

Botnets

Botnets are networks of infected computers that are made to work together under the control of an attacker.

What payment methods do you accept

We only accept payment for the services we offer via PayPal which is trusted by millions of customers around the world to buy and sell products and services online.

PayPal accepts all major credit and debit cards you also don’t need a PayPal account to use the service.

For more information visit https://www.paypal.com

What support to you offer

We provide professional and friendly support for the services we offer at the website.

You will receive support for the following.

Support We offer

  1. Your website gets hacked again within 30 days after we have removed the malware. We will fix the website for free.
  2. An error appears at your website after we have removed the malware.
  3. You have some security questions
  4. You need security advice to make your website more secure.
  5. You have made some changes to the website and removed the security changes we have put in place at the website.

Support We Do Not Offer

  1. Moving your website to a new hosting company
  2. Upgrading your Joomla website from Joomla 1.5 or 2.5 to Joomla 3.x
  3. Installing a theme, plug-in, extension which was not already installed at the website before we started work on the site.
  4. Providing you with general support for Joomla, WordPress or web hosting technical issues.
What Type Of Malware Do You remove

We can remove all malicious content from your WordPress or Joomla website including (but not limited to):

  • Malware (Redirects, clickjacking, iframes, other code injections)
  • SEO Spam Injections (Blackhat SEO)
  • Backdoors
  • Viruses
  • Website defacements
  • Crypto miners
Will you remove malware from the whole website

The service we offer at the website for Joomla! and WordPress will 100% remove the malware from the whole website.

We do not change you to remove the malware from individual pages, you just pay a one of payment and we will take care of it for you to secure the website and remove all traces of Malware from the website