HostPapa

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to the nature of WordPress, it is often difficult to identify the exact source of an infection, which can occur through outdated or vulnerable components or from other infected sites on the same account.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 Malware infections are most commonly caused by outdated or vulnerable software, weak credentials, or compromised third-party components, which are outside the direct control of the hosting infrastructure.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.