website hacked, cannot login

  • Hello, my provider took my website offline because it is hacked.

    They have given me a list of things to do:
    You must: – Delete files uploaded by hacker – Change MySQL password – Change WordPress password – Change FTP password – Update WordPress – Update all plugins and themes

    However, I cannot login to my site.
    I have tried everything, but wordpress does not recognize my password nor username. Trying to recover or reset does not work. I am however able to login to my profile.
    Please advise.

Viewing 2 replies - 1 through 2 (of 2 total)

  • The host has probably blocked access to your website from everyone.
    Connect with them and give them your IP address. Ask them to “whitelist” it so you can do the things that they have asked. (If you do not know your IP, go to whatismyip.com and copy the large number that is displayed.)

    1. You need your FTP account info to delete the files uploaded by the hacker.
    2. You need the siteadmin/cPanel/Plesk login in order to change the MySQL password.
    3. Once they have granted access to your IP, you will be able to use the Lost Password functionality on the WordPress login to change that and then get in and do anything else you need to.

    Good luck!

    Thread Starter aruna-annick

    (@aruna-annick)

    Thank you for your info!

    The host has indeed confirmed that I should connect first with them. I will forward your info to my IT-manager who is taking over as this is too complicated for me to resolve on my own.

    Best regards.

Viewing 2 replies - 1 through 2 (of 2 total)
  • The topic ‘website hacked, cannot login’ is closed to new replies.