bv-sweta

Hello @mariansr,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Thank you!

Hello @mariansr,

I understand your concern, and I apologize for any inconvenience caused.

Currently, we do not show any hacked or malware files to our free users as malware can be cleaned manually once reviewed on our system. IIf we showed these files, people might try to clean them up themselves, which could misuse our services. When you upgrade your subscription, you’ll be able to see the infected files and review them before cleaning them up.

If you have any further questions or need assistance, please feel free to ask.

Regards,
Sweta

Hello @iamkingsleyf,

It appears that we have successfully resolved the issue you reported when you opened a ticket. Therefore, I will mark it as resolved. If you have any additional questions, please feel free to initiate a new discussion. ?

Regards,
Sweta ?

Hello @epgb101,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Thank you!

Hello @epgb101,

Could you give us the URL of your site so we can check it out?

Looking forward to hearing from you.

Regards,
Sweta

Hello @azpub,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Thank you!

Hello @azpub,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Thank you!

Hello,

Thank you for reaching out to us, and we appreciate your patience with this matter. To ensure prompt assistance and a quicker resolution, we kindly request you to create a support ticket using the following link: https://blogvault.net/contact/.

In your ticket, please provide detailed information about the issue you are facing, including the discrepancy with your backup accounts and any steps you may have taken so far. Our support team will investigate the issue thoroughly and work towards a solution.

Regarding your concern about connecting multiple accounts, our team will guide you through the necessary steps and address any questions you may have. We understand the importance of resolving this matter for you, and creating a support ticket will help streamline the communication and resolution process.

If you have any further queries or encounter any difficulties while creating the support ticket, feel free to let us know. We’re here to assist you.

Thank you for your cooperation.

Regards,
Sweta

Hello @azpub,

We’re thrilled to hear that you love our interface and backup app! We appreciate your feedback and understand your interest in downloading a full backup to a local drive using the Free version.

To guide you through the process, we’ve prepared a step-by-step document that explains how to download a full backup. You can find the detailed instructions, along with screenshots, in the following document: Download Backup Instructions

If you have any further questions or need additional assistance, please don’t hesitate to reach out. We’re here to help!

Many thanks for your support.

Regards,
Sweta

Hello,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Regards,
Sweta

Hello,

We haven’t heard back from you in a while, so I’m going to mark this as resolved – if you have any further questions, you can start a new thread.

Regards,
Sweta ?

Hello @mariotoleonardo2,

We appreciate you taking the time to share your experience with Malcare, and we understand your concerns. We’d like to provide some clarification on the issues you’ve raised.

Firstly, we do make it clear on our pricing page that the license is for 10 websites, not specifically for 10 active websites. We aim to offer flexibility, allowing users to replace sites as needed. This feature is designed to ensure that you can efficiently manage your website portfolio.

While we understand your desire for unrestricted changes, there is a limit to the number of alterations you can make. Although we don’t publicly disclose this limit, it is in place to maintain system stability and prevent potential misuse.

Regarding your refund request, we regret any inconvenience you’ve experienced. Our refund policy explicitly mentions that we cannot process refunds for cases where malware removal services have been provided. In your situation, multiple sites had malware removed, and this falls under our premium services.

However, to assist you, we can reset the limit to allow you to add a site and reach the 10-website quota. Please note that until your subscription renews, you won’t be able to remove any site or replace it with another. We hope this compromise addresses your immediate concern.

If you have any further questions or if there’s anything else we can do to assist you, please feel free to reach out.

Thank you for your understanding.

Regards,
Sweta

Hello @mariotoleonardo2,

We appreciate you taking the time to share your experience with Malcare, and we understand your concerns. We’d like to provide some clarification on the issues you’ve raised.

Firstly, we do make it clear on our pricing page that the license is for 10 websites, not specifically for 10 active websites. We aim to offer flexibility, allowing users to replace sites as needed. This feature is designed to ensure that you can efficiently manage your website portfolio.

While we understand your desire for unrestricted changes, there is a limit to the number of alterations you can make. Although we don’t publicly disclose this limit, it is in place to maintain system stability and prevent potential misuse.

Regarding your refund request, we regret any inconvenience you’ve experienced. Our refund policy explicitly mentions that we cannot process refunds for cases where malware removal services have been provided. In your situation, multiple sites had malware removed, and this falls under our premium services.

However, to assist you, we can reset the limit to allow you to add a site and reach the 10-website quota. Please note that until your subscription renews, you won’t be able to remove any site or replace it with another. We hope this compromise addresses your immediate concern.

If you have any further questions or if there’s anything else we can do to assist you, please feel free to reach out.

Thank you for your understanding.

Regards,
Sweta

Hello @samvel45,

In the event of a hacked website, upgrading your subscription is necessary to check for malware-affected files. If you believe there’s a false positive in the malware notice, you can request a refund, as we provide refunds in such cases. To validate the legitimacy of the malware notice, you can raise a ticket before upgrading. We will thoroughly examine the website files to confirm whether the flagged files identified by our scanner are genuinely malicious or if it’s a false positive.

Regards,
Sweta

Hello,

At the moment, we don’t possess any documents on this topic.

Could you please raise a ticket here? We’ll assist you in safely uninstalling the plugin from your site.

Regards,
Sweta