Treat each customer’s website, database and email as a coordinated dataset and confirm authority before restoring or overwriting it.
Applies to: Reseller migrations, security and support
Migrations, security incidents and account termination can affect customer data. Use written change records, maintain independent backups and confirm authority before destructive actions.
Before you start
- Sign in with the reseller account rather than a customer SiteWorx login.
- Identify the affected SiteWorx account, package and domain.
- Record the current package, DNS and account settings before making a production change.
- Download anything that must be retained and confirm whether the action is reversible.
Step-by-step
- Identify the affected SiteWorx customer and obtain approval for the requested recovery point.
- Preserve the current state before a destructive restore, especially where recent orders, forms or mail may need separate recovery.
- Restore files, database and email from compatible times where possible.
- Check document roots, database credentials, mailbox quotas and scheduled tasks after recovery.
- Test the customer’s public website, administration, forms and mail delivery.
- Record what was restored, the source point and any data gap, then notify the customer through the reseller’s support process.
- Keep an independent customer backup policy rather than relying solely on provider recovery points.
Confirm the result
- Website pages, database-driven functions and any affected email service are tested rather than assuming the operation completed correctly.
- A separate recovery copy and the rollback point are retained until the restored or migrated service is stable.
Common problems
| Symptom | Likely cause | What to do |
|---|---|---|
| The restored site opens but behaves incorrectly. | Files and database were restored from different times, cached data is stale or configuration still points to the old location. | Align the restore points, clear application caches and verify URLs, credentials and scheduled tasks before declaring recovery complete. |
| Recent data is missing. | The selected recovery point predates the change or the data was stored outside the backed-up location. | Stop making further changes, identify the required timestamp and ask support what recovery points remain available. |
Important notes
- Destructive or ownership-changing actions may be irreversible and can have billing or data-retention consequences. Confirm the target and authority before proceeding.
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 reseller service and affected SiteWorx account
- The package name and current resource use
- The exact action attempted and error returned
- Whether the issue affects one or multiple customer accounts
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
- How hosting backups and self-restore work
- Restore website files
- Restore a database
- Understand reseller and Tudor Internet support responsibilities
- Respond to a compromised reseller customer account
Last reviewed: 2026-07-18.
