Backup copies: what is saved and how to recover it

What you get: know exactly what copies exist of yours, who makes them and what you have to tell us so that we can return something lost to you without wasting half a day.

The first thing, because it changes everything

Copies do not work the same way on one site as on a VPS:

Websites and email - the copies are automatic and our team manages them. There is no “restore” button in the panel, and it is not a neglect: it is as it is set up. The screen itself says it: “Our team manages your automatic backups of your websites. If you need to recover something or change them every so often, write to us from Support and we will solve it for you”.
VPS — you manage them yourself: you have instant images and copies in the same panel. Look at Snapshots and copies of your VPS.
Managed databases - we back them up. To recover one, just like the sites: a ticket.

Recover something from a site

Stop touching it. If you keep writing on it, every minute that passes there is less to recover. This is especially true for databases.
Support → Open ticket menu, or the Write to support button in the copy window.
Tell us these four things. With them it is solved at first; without them we ask you and we lose a day:
- What domain it is.
- What has been lost: files, the database, a mailbox, someone’s email? It’s not the same and it can’t be recovered in the same way.
- When it was okay, with an approximate date and time. “It worked yesterday morning” is already enough.
- If you prefer that we restore it over the current version or next to it, so that you can compare before overwriting anything.
Put the priority that applies. Urgent is, literally, “a broken or inaccessible service”. A deleted file that the website does not throw away is not urgent, and putting it urgent does not advance it.

What you can do yourself

Download your files whenever you want, via FTP or with the file manager. Check out Upload your files: FTP, SFTP and the file manager.
Export your database from phpMyAdmin before touching anything. It is the most useful copy that exists: the one you make yourself just before the work.
Install an application on top of another: before deleting, we save a copy. The warning says it when installing.
Update your application from the Application screen: “we save a copy of how it was in case”.

How to check it worked

When we return something to you, don’t take the ticket response at face value: open the website and check it yourself. Look at a page you know you used the lost item on, not just the cover. If it was the database, go in and look for a specific record you remember.

Common problems

Where is the button to restore my website?: It doesn’t exist in the panel, by the way. We take the copies of the sites and they are restored from a ticket. If what you want is a copy of your files to save them, that’s what you do yourself via FTP.
I deleted a file five minutes ago: Write to us now, without waiting. The more recent, the easier. Tell us the exact file path if you know it.
I updated WordPress and the website stopped working: When updating from the Application screen, we save a copy of how it was. Open a ticket saying that you want to go back to before the update and the time you made it.
I installed an app on top and it replaced everything: This is what the notice warned about: “ALL this will be deleted and there is no going back”, but we keep a copy before emptying. Ask for it by ticket indicating the location and when you installed it.
I want the copies to be made more often: It can be changed, but not from the panel: tell us by ticket and what frequency you need.
Do the copies include the mail?: Yes, the email enters the copies of the site. If what you have lost is a specific message, first look at the webmail trash can: it is almost always there and you can solve it without waiting for anyone.
An entire VPS was deleted: When you delete a VPS, its disks, snapshots and copies are also deleted, and the panel makes you write it by hand to confirm it. There is no going back. Please write to us anyway in case your case is one of those that can still be saved, but be aware that it is not.
I have my copies in another place and I want to upload them: Perfect: upload them via FTP or SSH and restore them yourself. The database, via phpMyAdmin or via command line. If the file is large, look at View and edit your PHP settings.