Site Suspended for NO GOOD REASON

Status
Not open for further replies.

tsoftx10

New Member
Messages
1
Reaction score
0
Points
0
My site was alleged to be hosting malware and the only way that is possible is if someone hacked into my account and began using it to do such things. I never willingly put anything on my site that would compromise anyone's computer. I am unable to access my hard drive and there is an important project on the hosting account http://terrasoft.x10.mx that I do not have anywhere else. Please help me; I will do anything.
 

essellar

Community Advocate
Community Support
Messages
3,295
Reaction score
227
Points
63
First, regardless of who put it there, hosting malware is a VERY GOOD REASON for an account to be suspended. Second, the Terms of Service clearly state that backups are your responsibility, that even under the best of circumstances system-wide backups may not be available/reliable and will not be made available to suspended accounts, so you should have local copies of everything important anyway. (And developing in a production environment is just a silly thing to do in any case.)

There is a suspension appeal process (see the "sticky" above) you can use if you believe that you were unfairly suspended. In the case of obvious hacks, the questionable code still has to be quarantined (moved to an area that you can access via cPanel/FTP but that isn't accessible via public channels), and you would be given a limited amount of time to fix the problem. But if it's not an obvious hack (that is, it can't be determined that you didn't do it, or if you left a gaping hole in security you were previously warned about), your appeal may well be denied. x10Hosting can't afford to have its servers blacklisted, so it's more than just your account at stake.
 

Anna

I am just me
Staff member
Messages
11,752
Reaction score
581
Points
113
My site was alleged to be hosting malware and the only way that is possible is if someone hacked into my account and began using it to do such things. I never willingly put anything on my site that would compromise anyone's computer. I am unable to access my hard drive and there is an important project on the hosting account http://terrasoft.x10.mx that I do not have anywhere else. Please help me; I will do anything.

As mentioned by essellar, there's a proper protocol to use for appealing a suspension. I'd also like to add that requesting support from a forum account NOT associated with the domain you ask for support about will also not work, you'll have to make the support request from the proper forum account.
 

descalzo

Grim Squeaker
Community Support
Messages
9,373
Reaction score
326
Points
83
1. Use the Forum account linked to that domain, not this one

2. The malware complaint could be fixed by your promising to fix it (and actually fixing it).

3. Apparently they found 1.2G file storage on your site. That is going to be harder to get the Admins to forgive

4. When you make your one allowed appeal, address #2 and #3 fully. It is your one shot.
 
Status
Not open for further replies.
Top