Contain the incident, preserve evidence, restore trustworthy code and close the route used by the attacker.
Applies to: WordPress on Tudor Internet Web Hosting
WordPress problems often come from the interaction between PHP, plugins, themes, caching, scheduled tasks and database state. Change one item at a time, record what you changed and keep a known-good backup before updates or repairs.
Before you start
- Sign in to the Customer Portal and open the affected hosting service.
- Take a current backup before changing website files, databases, DNS or application configuration.
Work through these checks
- Record the symptoms and time, preserve relevant logs and place the site in a controlled maintenance state if it is harming visitors or sending abuse.
- Change the Customer Portal, SiteWorx, FTP, database and WordPress administrator credentials from a clean device, and remove unknown accounts and application passwords.
- List recently changed files, scheduled tasks, database users, WordPress users and active plugins before deleting evidence.
- Replace WordPress core, plugins and themes with clean packages from trusted sources; do not keep nulled or abandoned extensions.
- Review uploads, wp-config.php, .htaccess, database options, cron events and server-side persistence for backdoors or redirects.
- Patch the vulnerable component, tighten permissions and update all dependent software.
- Test the clean site, request any required reputation review and monitor files, logs, mail and user creation for reinfection.
Confirm the result
- The intended hostname loads over HTTPS from a private browser session and serves the correct website.
- Forms, database-driven pages and the administration area work without a new PHP, permission or redirect error.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| WordPress shows a critical error or blank page. | A plugin, theme, PHP version or exhausted resource caused a fatal error. | Check the PHP error log, disable only the last changed component and restore a known-good copy if the administration area is unavailable. |
| The site works until cache is cleared or a plugin updates. | Generated cache, stale object data or incompatible code is masking the underlying fault. | Test with caching disabled on a staging copy, update one component at a time and confirm PHP compatibility before re-enabling cache. |
When to contact Tudor Internet
Open a ticket through the Customer Portal when the checks above do not resolve the issue, when an action is unavailable for your service, or when continuing could risk data loss or service interruption. Include the following so the request can be investigated efficiently:
- The affected domain and SiteWorx account
- The exact error text and time
- The last change made
- Relevant log lines with passwords and personal data removed
Do not send passwords, private keys, full payment-card details, one-time authentication codes or unredacted identity documents in an ordinary support reply.
Related articles
- What to do after a malware alert
- Report a compromised hosting account
- Imunify360 website security
- Secure a new WordPress website
- Recover a WordPress administrator password
Last reviewed: 2026-07-18.
