URGENT: All files Deleted by InMotion

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Hi there,

Your Systems department called me and said my site was hacked and being used to send out malicious emails - Very appreciated. The systems analyst asked if I have back up of my files, I said no. He placed me on hold for a few minutes to perform some potential "clean up", and restored my account claiming that it's safe. 10 seconds later, sites are up!

However, I just realized when my clients started to call me and said that my sites are unavailable - ALL MY FILES ARE MOVED OUT TO QUARANTINE. I called again, tech support would not allow me to speak with the systems department again because my account is no longer "suspended". All my sites, including any data/files for clients are GONE. This is costing me thousands of dollar.

The tech support is virtually useless, he said "unfortunately" numerous time and said it's too bad that this happened. I'll have to wait up to 12 hours for the systems department to respond to my email. This is absolutely unreal.

Is there anything that you can do to correct this mistake? All I am asking is to have access to the quarantined folder to restore some files so that I can reinstall all my items in a clean state then transfer them over.

Thanks a million,
Chris

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Alessandra Normal
Quote from Scott
Hello Chris, Thanks for your question on All files Deleted by InMotion. I do not want to bear any bad news, but I do not have the authority to remove files from the quarantine folder back into the live folders. The Systems team will need to be the ones to do that for you. They will go through and determine if the files are clean enough to be back on the server. I do apologize for the delay, but do believe it will not take 12 hours to get them back up and running for you. Kindest Regards, Scott M

Hello dear Scott, thank you very much for your reply.

The information that they wrote to me, was the answer that they gave me by mail, my data erased and it alarmed me and I ask here for more specific information.

At this point, my developers can no longer log into the inmotion account. He offered me a link to contact support: https://www.inmotionhosting.com/support/amp/how-to-get-great-technical-support/ and now I cannot log in.

Please, if I can help, I would be grateful and we would be attentive to your instructions to recover our work since we want to continue with Inmotion. Please help !!

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JT S.
Quote from Alessandra Normal

good afternoon,

I have a strong inconvenience with you. My platforms were erased despite the fact that I paid and due to the pandemic we had, they were not flexible and I tried to pay for all the service. Then when I go to access it appears that it is down and then they inform me that they deleted all the work done. I have invested in developers in the project. It is not fair how I am being professionally deteriorated. I have tried to speak to customer service and nothing, they do not give me a result, nor do they tell me if they can recover it, it is a resounding NO.

Have you checked your .trash, quarantine, and backup directories for your data? It sounds like there's some important information missing here but I'd recommend check the server, review our backup policy, and contact Live Support for other options.

Avatar
Alessandra Normal
Quote from Scott
Hello Chris, Thanks for your question on All files Deleted by InMotion. I do not want to bear any bad news, but I do not have the authority to remove files from the quarantine folder back into the live folders. The Systems team will need to be the ones to do that for you. They will go through and determine if the files are clean enough to be back on the server. I do apologize for the delay, but do believe it will not take 12 hours to get them back up and running for you. Kindest Regards, Scott M

good afternoon,

I have a strong inconvenience with you. My platforms were erased despite the fact that I paid and due to the pandemic we had, they were not flexible and I tried to pay for all the service. Then when I go to access it appears that it is down and then they inform me that they deleted all the work done. I have invested in developers in the project. It is not fair how I am being professionally deteriorated. I have tried to speak to customer service and nothing, they do not give me a result, nor do they tell me if they can recover it, it is a resounding NO.

Avatar
Scott
Hello Chris, Thanks for your question on All files Deleted by InMotion. I do not want to bear any bad news, but I do not have the authority to remove files from the quarantine folder back into the live folders. The Systems team will need to be the ones to do that for you. They will go through and determine if the files are clean enough to be back on the server. I do apologize for the delay, but do believe it will not take 12 hours to get them back up and running for you. Kindest Regards, Scott M