HostPapa (www.hostpapa.com) has a 4.8 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Electronics & Technology and its reputation is excellent. Praise is nearly unanimous, with 95% rating it 4 stars or higher; The business has replied to 100% of negative reviews. Last updated 2026-08-10.
I have used HostPapa on and off over the years, for various websites. I can't get over how quickly they respond to tickets, nor how helpful they are when they do. They explain things in such a way that I can understand, and anytime I get stuck, they offer to quickly step in to help. In a world that is quickly being overrun by non-human interactions, HostPapa makes me feel seen as a client, by other people.
Very disappointing support experience. I contacted HostPapa because my business website had a serious malware issue. Their support advertises 24/7 service, but I spent more than 12 hours going back and forth without getting a clear answer or a real solution. The most frustrating part is that they did not clearly tell me from the beginning that malware cleanup would require a paid add-on service. Instead, I was told the issue was being checked, the technical team was involved, and I kept waiting. Only after many hours did they say that I would need to purchase Protection Power for malware cleanup. This wasted a lot of my time and left my business website affected. If malware removal is not included in regular support, they should say that clearly at the beginning instead of making customers wait for hours. I also asked for technical details about the infection, such as the first infected file, the source of reinfection, and whether the issue was limited to one domain, but I did not receive clear answers during the support chat. Very poor communication, slow handling, and unclear expectations. I expected much better from a hosting company that promotes 24/7 support.
Thank you for your feedback, Mahdi! We're sorry to hear that your website was affected by malware. We understand how stressful and disruptive this situation can be. Please note that malware cleanup is a specialized service that requires dedicated investigation and remediation work. For this reason, it is offered through our Protection Power add-on and is not included as part of standard hosting support. Standard support is intended to address hosting-level issues, while malware investigation and removal is a separate, more involved service. That said, after receiving your ticket, our Technical Support Team scanned your account and provided a list of the infected files that can be manually removed. Regarding your question about how the malware infection started, please keep in mind that it is not possible to determine with certainty which file was infected first or where the malware originally entered. As our Technical Support Team explained, due to the nature of WordPress, it is often difficult to identify the exact source of an infection, which can occur through outdated or vulnerable components or from other infected sites on the same account. Website security, including keeping CMS platforms, plugins, themes, custom code, and login credentials secure and up to date, is the responsibility of the website owner. Malware infections are most commonly caused by outdated or vulnerable software, weak credentials, or compromised third-party components, which are outside the direct control of the hosting infrastructure. If you would like to purchase our Protection Power service so that our team can assist with the malware cleanup on your behalf, please reply to Ticket #823349, and we will be happy to help with the next steps. Alternatively, if you prefer to remove the infected files manually, please refer to the details already provided by our Technical Support Team in the same ticket. If you have any questions or need further assistance at any point, please don’t hesitate to reach out. We’re always here to help! Nicolae Customer Happiness Manager HostPapa Inc.
Contacted them regarding an upcoming migration of my email. An agent came online very quickly and answered my question/s promptly
Hostpapa support was so helpful and patient with my lack of technology skills..they were able to help me get what I needed to do..Robert was able to guide me every step of the way
Hostpapa are always incredibly responsive and always solve my tech issues without any hassles.
Support was top notch. Jericho M. was always helpful and knows his stuff.
First time I have done a domain transfer and CHAT with Lucas helped a lot. This is all new to me and simply wanted to ensure my domain name was registered and back with HostPapa like it was a few years back.
Very quick response from Hacene.A. Problem resolved effortlessly (on my part). Very much appreciate the quick fix.
I am with Hostpapa over 10 years now and still very happy with them. Great support.
Manuel, the tech support agent was excellent. In general, i have had fantastic experience with HostPapa support team in the chats.
Hacene.A was amazing to deal with. Quick and knowledgeable.
Very quick and helpful in solving the issue
Hacene.A was able to clear up my problem. and he is extremely helpful and professional. Answered all my questions.
Japhiel Very capable. Nows what to do...
Japhiel was exceptional with customer service. Asking lots of important questions ensured that all MY questions were answered and well-explained. By far the best experience in customer service. Thank you!
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