Get Website Security help
If you are in need of technical support for your Website Security plan, follow these steps to open a ticket.
- Go to your GoDaddy product page.
- Under Website Security and Backups, select Manage next to the account you need help with.
- Select Request Support near the top of the page.
- From the Regarding menu, select the topic you need assistance with.
- Malware or Blocklist Removal Request – Anything involving malware, or your site being blocklisted
- Website Firewall - Firewall activation, SSL issues due to the firewall activation, or problems with accessing your site
- Website Backup – Help with setting up or troubleshooting backups
- Monitoring – Help with setting up or troubleshooting monitoring scanners
- Enter as much information as possible into the fields. Include information such as: your current IP address, what you're doing when you see the issue, URLs the issue occurred on, and exact error messages. The more information you provide, the faster our team can resolve the issue.
For Backups and Malware Removal, provide your FTP information including FTP host, port, username, and password. Please see Provide login credentials securely.- cPanel customers: Find my FTP username for Web Hosting (cPanel)
- Plesk customers: Find my FTP username in Windows Hosting
- Managed WordPress/ Professional Web Services (PWS) customers: use SFTP instead. See Upload files with SFTP and use steps 1-5 to find your SFTP information.
- When you are done, select Submit Request.
When you select an option, the page will refresh and show fields that are specific to the issue or product you selected.
Note: For detailed instructions on how to open a malware removal request, see Remove malware from my site.
Review your current Website Security support tickets
- Go to your GoDaddy product page.
- Under Website Security and Backups, select Manage next to the account you want to use.
- Select Request Support near the top of the page.
- Select Back to Support on the left side near the top of the page.
- You can view your malware removal requests if you select the Malware Removal Requests tab, or you can view general support requests if you select the Product Support tab.
- Select the ticket you want to review.
Note:
- Ticket update notifications are sent via email, but cannot be responded to within the email. You must follow the steps to view your open support tickets and reply to the ticket within the support dashboard.
- Tickets close automatically if there are no updates within 7-15 days.
- The security dashboard has a session timeout of around 15 minutes. If your session is idle for this amount of time, replies might not go through. Please refresh the dashboard prior to typing out and submitting your reply.
