Every account is backed up every night, and we keep the last five nightly backups, so you can go back up to five days. The copies are stored on a separate backup server, away from the server that runs your site.
To restore something — a whole account after a bad update, the website files, a single folder, a database, or one mailbox — open a ticket telling us the domain, what needs restoring, and the date and time it last looked right. You’ll get a short checklist back straight away asking for exactly that, plus whether to overwrite what’s there now or restore alongside it so you can pick out what you need. We do the restore for you; you don’t need to touch anything.
Two things to know before you ask: a whole-account restore puts everything back as it was at that point, including your email, so if you only need the website say so and we’ll restore just the files and database. And because we keep five nightly copies, the sooner you tell us the better — a backup from last Tuesday is gone by next Tuesday.
Before a risky change (a WordPress major update, a theme switch, a developer taking over) it’s worth taking your own snapshot: cPanel → Files → Backup Wizard → Back Up → Full Backup, or just the home directory and databases. Download the file somewhere safe. The same tool restores a partial backup, so you can undo your own change without waiting for us.
Our backups are a safety net for the hosting account. They’re not a substitute for keeping a copy of your own content, and they can’t retrieve mail that was deleted before the oldest restore point.
