Backup jobs fail silently or age out when FTP, SFTP, database or application credentials change without updating the backup service.
Applies to: Website Backup
Website Backup is a separate customer-controlled backup service. Define the source, schedule, retention and restore process, and test that credentials continue to work after password changes.
Before you start
- Confirm the active product or addon and the domain or user it protects.
- Record the current settings before changing them.
Step-by-step
- List every credential used by the backup job and the protected source it accesses.
- Before rotating a password, identify the backup integration that must be updated.
- Change the source credential and update the backup service promptly through its secure dashboard.
- Run an on-demand or scheduled test and check that new data appears in the recovery point.
- Review failed-job alerts and retention so a long failure does not leave only old backups.
- Use dedicated least-privilege backup credentials where supported rather than a personal administrator account.
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. |
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 addon service and protected domain or user
- The plan or licence level
- The time the issue started and exact message
- Screenshots with credentials, tokens 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
- Configure a website backup
- Restore from Website Backup
- Secure hosting and application passwords
- Backup responsibilities and restore limits
- How Website Backup works
Last reviewed: 2026-07-18.
