FAQ

Welcome to MalCare FAQ and Support. Have any question about MalCare? You’ll find the answer here.

General Security
Account Registration
Features

Customer Support
Subscription plans and Payment
Licensing and Legalities

General

What is a malware?

Malware (Malicious Software) is a generic term used to refer to a variety of forms of hostile or intrusive software. It includes virus, backdoors, rootkits, adware, spam and many other types.

Why will an SSL certificate not suffice?

An SSL certificate is used only to encrypt a connection between the browser and server to safely transmit sensitive information. However, MalCare goes beyond and actually protects the database where this information is stored, scans your website files using 100+ intelligent signals automatically and applications, protects from data breaches and spreading of viruses/malware. These functionalities are not provided by an SSL certificate.

How does MalCare work?

MalCare is a security plugin that helps scan a website for malware, clean the site of malware and protect it from future security attacks.

It does this using data collected from knowledge obtained using 240,000+ sites. MalCare deep scans your site comprehensively by evaluating all your site WordPress files with 100+ intelligent signals automatically.

MalCare goes beyond any normal security plugin by actively pinpointing exact location of malware found, as early as possible. This is to detect malware before anything goes wrong – like your site being blacklisted by Google, or being shut down by your web host as a security measure.

MalCare ensures zero false positives, while being flexible enough to put zero load on your site server from its side. It does not just use signatures or look for pattern mismatches to identify malware but verifies the malware to be present before sending you any alerts.

Even the most complex malware on your site is cleaned with surgical precision and it uses internal intelligent judgement to act on the malware it detects, to remove it.

MalCare is careful about monitoring the global bot network. Brute force attacks on your site are thwarted by MalCare limiting site login attempts. It even provides automatic Captcha based protection for suspicious attempts or dangerous attacks on your site.

How is MalCare the best for agencies/ developers?

We’re the best because of two features:

  • We have developer-friendly plans that are easy on the wallet. If you’re a developer or an agency that hosts about 10 websites, chances are that enterprise-level security packages would be too expensive for you. If you’ve got anything more than seven sites, take a look at our unlimited plans.
  • Our auto-clean feature makes sure that you can scan, and clean your sites by yourself, so you don’t waste precious time.
  • MalCare’s regular scans alerts you whenever it identifies hacks so your sites are always secure.

 

Why am I getting so many failed login attempts?

Our WordPress security plugin offers to alert you when there are malicious attempts made to log into your website admin panel. You can disable the brute force attack alerts whenever you want, and the plugin will still keep a log for you to manually review.

What resources does MalCare need?

None at all. We make the use of MalCare server so as to ensure your site does not experience any downtime, and your resources are used only by our site.

Why MalCare?

MalCare is a one of a kind WordPress security plugin.

  • No false positives
  • Tests for more than 100 signals
  • Simple, one-click auto clean
  • Identifies exact files that are infected with malware
  • Automatically scans once in 24 hours

We do all the hard work and make sure your site is safe!

Are these softwares supported? (WordPress latest version - WordPress 4.9.1 , Windows, Linux, PHP version, etc)

Yes. You can run MalCare on any platform for your website.

Is there a minimum commitment needed for the subscription or can it be cancelled at any time?

There is no minimum commitment needed to subscribe to MalCare. You can cancel your account at any time, without any penalties. You are only charged as long as you are using the service.

Can I scan multiple websites?

Yes, of course you can! Multiple websites can be secured with MalCare, and if you have more than one, we highly recommend the Business or Developer plans. These plans are great for small businesses, designers, developers, and agencies.

Can the sites used in a plan be removed and new sites added? (For example, on my 5-site plan I have: abc.com, def.com, and ghi.com. Later, I want to drop def.com. Will that free up room on my account to add jkl.com or is a site locked into my account?)

Yes, the sites can be removed from MalCare at any time. If a site is removed, it will no longer count towards the plan usage. You will hence be able to add a new site without paying extra.

What is SSL?

An SSL (Secure Sockets Layer) is a certificate on the website that allows for the safe passage of information from the client to the host server via encryption. If your site uses an SSL certificate, you have to know the status of the certificate to keep your site’s visitor information secure. This is particularly important for WooCommerce sites.

Does MalCare store passwords?

No we do not access or store any passwords.

How to get started?

BlogVault users can sign in to MalCare with their BlogVault credentials.
If you are new to BlogVault and MalCare click here, or go to MalCare homepage. Click on the Try Now button and enter your email address. Further instructions to access your MalCare dashboard will be available from the Welcome email we will send you

Will my site experience any down time?

The scanning, cleanup and protection of your site is seamless and you will should not experience any down time.

My site got infected and I didn’t receive any alerts?

This shouldn’t happen. Please check your spam box and if there is really nothing there please open a ticket in our system and we’ll check this out.

What makes MalCare better than other security plugins?

The other tools out there have two major problems with them:

  • False alarms (WordFence does this, because their algorithm tests for patterns and keywords)
  • Most tools (like Sucuri), that don’t give you false positives need manual installation, and scan your site with supervision. This obviously needs technical know-how (so you can’t do it by yourself), takes up a lot of your precious time.

You can read about MalCare benefits in MalCare Comparison and MalCare as an alternative to other security plugins

If I install BlogVault, will I get free access to MalCare too?

If you’re already a BlogVault user, we give you access to MalCare.

How do I avail MalCare services for WordPress security?

Simply fill in our subscription form on our site and enter payment details.

Does MalCare create or modify my site files or contents?

No. We do not make any changes to your site contents, and do not add any files from MalCare security operations.

What if I have more than 100 sites?

Please contact us for price and other details

What do I do if I receive an server error alert?

In most cases, you’ll need to check with your host regarding server errors. We will try our best to help you if you contact us.

Will I have to scan or clean my website from the shell / cron?

Once MalCare is installed on your website, it intelligently handles complete site security withut requiring user intervention. There will be no need to worry about session time-out in security operations, as might be the case in other security plugins. MalCare runs on its own off-site servers.

Account Management and Settings

How do I create an account?

Sign up for MalCare security over here. You will be able to access your dashboard immediately, from your email you receive.

What if I forgot the email I use for login?

You can reset your password using this link

How do I transfer MalCare to another site?

No, you cannot. The plugin is not transferable to another website. However, multiple sites can be activated under MalCare account using the Developer or Business plans.

How to Add Sites to my MalCare Dashboard?

There are two ways to add a site to your MalCare dashboard.

One way is to click on the ‘+’ button on the Menu Bar. You can access the Menu Bar from anywhere on the MalCare dashboard.

Another way, is to click on the ‘Add Site’ button, which you will see at the top of the Site Listings page. Enter the URL of the site you would like to add in the form, and click on ‘Next Step’. You will be taken to the ‘Install Plugin’ phase, where by default, the form will show you the ‘Auto’ option.

The ‘Auto’ option allows for the automatic installation of the plugin. You will only have to enter your WordPress credentials, and HTTP Basic Authentication (if applicable) for this mode of installation.

How to Change the Password Associated with My MalCare account?

If you’d like to change the password you use to sign in to your MalCare account, click on the ‘Profile Settings’ tab under ‘My Account’ on the Menu Bar.

To change the password used to log in to your MalCare account, click on the ‘Change Password’ button. You will be required to enter your current MalCare password (for verification purposes), along with the password you would like to enforce for your MalCare account. If you’ve entered your current password correctly, clicking on the ‘Continue’ button will ensure that you’ll have to enter the new password to log in.

How do I install the MalCare plugin?

You could install the MalCare plugin either automatically, or manually.
The automatic installation will require your wordpress credentials; our service will then connect to your WordPress account and install the plugin.

If you’d like to have more control, you could download the MalCare plugin from the WordPress dashboard by yourself and install it manually like any other WordPress plugin.

 

Can I cancel my account at any time?

Yes. Although we’d hate to see you go, you can cancel your account from your account dashboard. Just contact us.

How do I make my password secure?

Follow the guidelines for a secure password.

How to Change the Registered Email Address on the MalCare Dashboard?

Your MalCare registered email address is what you use to log in to the MalCare dashboard. To change the email address associated with your MalCare account, click on the ‘My Account’ tab in the Menu Bar, and click on the Profile Settings tab.
Click on the ‘Change Email’ button

Enter the new email address in the field displayed, and click on ‘Continue’. This will immediately change the email address associated with your MalCare account. You can use the new email address to log back in as soon as you have logged out.

How to Reset my MalCare Password?

Have you forgotten your MalCare password? Don’t worry, resetting your MalCare password is a simple process.

First, logout by clicking on the ‘Logout’ button:
Then attempt to login, and click on the ‘Forgot password’ link under the password field:
Enter the email address you would like the password reset link to be sent to.
An email titled ‘Password Reset Instructions’ will be sent to this email address. Click on the link in this email.

Clicking on the link will allow you to enter a password of your choosing. You will have to log in with this new password the next time you want to access the MalCare dashboard.

How to Cancel my MalCare Account?

To cancel your BlogVault account, click on ‘My Account’ in the Menu Bar, and select ‘My Profile’.

Once you have done this, you will see three buttons: ‘Change Email’, ‘Change Password’, and ‘Cancel Account’.

Click on the ‘Cancel Account’ button to cancel your account.
This will delete your account.

 

Does MalCare work with Multisite WordPress(WPMU)?

Yes, MalCare works well with Multisite WordPress installations. We scan every aspect of WPMU installations for all the subsites.

Features

Scan

What is a false positive?

When you are alerted of a security breach by mistake, even when no attack of consequence is occurring, it is known as as a false positive.

How does MalCare detect complex malware?

MalCare scans all your website WordPress files beyond just signatures and evaluates it automatically using powerful technology with the collective knowledge of 240,000+ sites. It uses 100 + intelligent signals automatically for deep scanning and combing through all the files.

What does a lightweight scanner do?

MalCare is, in fact, a heavy load bearing scanner, since it performs all the heavy lifting of scanning your entire site WordPress files on its own. The point is, it is at the same time, flexible and light for your site, since it does not use your site resources. MalCare runs its security operations on MalCare servers, thereby ensuring zero load from its side on your site.

How can I exclude particular tables/files/directories from the scanning?

No, you cannot exclude WordPress files from being scanned. It is better to scan every file in WordPress directories so as to find any malware in your site.

Are deep scans truly automatic?

Yes. By automatic we do not mean, we take over the working of your website, but instead, help you run your site successfully, side by side. MalCare performs daily checks and routine deep scans using 100+ intelligent signals across all your WordPress files, only after you authorize it, the first time.

How can I configure a site to never scan?

You can disable Security features on MalCare dashboard.

Why is it important that MalCare detect malware earlier than other security plugins?

The objective of a good security plugin is to find malware. MalCare goes beyond by pinpointing exact nature and location of any malware detected on your site, with great speed. This means you are alerted to the malware before any damage occurs to your site, like search engine blacklisting or web host blocking of your site.

How do I know MalCare is accurate?

MalCare does not allow room for faulty security. It catches malware on your site, and when it is verified that the malware is truly malicious, only then does it alert you of your site being under attack so that you can decide further steps. MalCare does not give you false alarms with false positives.

Does MalCare affect my site performance?

No, not at all. MalCare performs all the heavy lifting of scanning your entire site WordPress files on its own, on MalCare servers only. It is flexible and easy on your site, since it does not use your site resources. MalCare runs its security operations on MalCare servers, thereby ensuring zero load from its side on your site.

How do I exclude all files with a particular extension (e.g. .zip) from being scanned?

You cannot exclude any WordPress files from being scanned. It is better to scan every file in WordPress directories so as to find any malware in your site.

What is on-demand scanning?

You can click the Scan Now option on your MalCare dashboard to see the MalCare deep scan in action and check for any suspicious malware activity on your site, on your own, whenever you want. This is different from the 24 hour automatic deep scan which MalCare will perform on your site daily, regardless of user intervention.

How can I add custom scan scheduling interval to MalCare?

As of now, you cannot change the scanning interval from the set 24 hours value.

Clean up

How do I report a hack or malware in my site?

You can contact us and we will get back to you ASAP

Do you offer one-time cleanups?

No, we do not offer one-time cleanups at this time. However you can try our 7 day free trial to get a first hand experience with MalCare clean up.

Will MalCare leave large temporary files behind?

No, MalCare does not create any temporary files on your site since it uses MalCare servers, and in any case, no files are left behind. We ensure your site is completely deep scanned and comprehensive clean up activities are performed.

How do I stop an in-progress scan/clean up?

While you cannot stop an in-progress scan due to security reasons, you can, however cancel the clean up activity once it has started by simply clicking the Cancel button on the Clean up window from your MalCare dashboard.

How does MalCare clean up a malware from the site?

If and when a malware is found, the one-click clean up is here for you. Speed is of essence in malware detection, so MalCare weeds out the hacks on your website before search engines blacklist or web hosts blocks your website.

What do you need to clean my website?

In order to begin the cleanup process, we need access to your server and its associated files.
We get this access in the form of FTP, sFTP, or SSH access to your server. FTP stands for File Transfer Protocol, sFTP for Secure File Transfer Protocol, and SSH for Secure Shell. These are connection protocol mechanisms that allow us to log into servers to edit/add/remove files.
These connection protocols allow us to log into your websites, specifically the server, and perform the remediation process. If you for some reason are unfamiliar with these protocols, don’t worry, our team of analysts are prepared to assist you in the process. To do so, you’ll need to be willing to share access information to your hosting account.

Can I clean multiple websites?

Yes you can add multiple sites to MalCare dashboard and clean malware on all of them. Multiple websites can be secured with MalCare, and if you have more than one, we highly recommend the Business or Developer plans. These plans are great for small businesses, designers, developers, and agencies.

Protection

Why does my site need login protection?

Hackers can bypass the login security measures of a website. Limiting the number of failed login attempts one IP address can make in an hour this is one of the most effective strategies for keeping pesky hackers out of the backend of your website.

When is captcha protection enabled?

Suspicious login activity will face automatic captcha based login protection.

Can I protect multiple websites?

Yes you can add multiple sites to MalCare dashboard and protect them from brute force attacks, multiple login attempts, bot attacks etc. using MalCare. Multiple websites can be secured with MalCare, and if you have more than one, we highly recommend the Business or Developer plans. These plans are great for small businesses, designers, developers, and agencies.

How does MalCare protect my site from hackers and bots?

This will also protect your site from brute force attacks by hackers or global bot network. This information is gathered with collective intelligence from studying 240,000+ of sites. Valid users only will be allowed to access your website.

What is site hardening?

Site hardening means all the best industry standard security practices are used to

  • Prevent the execution of PHP files in folders that get new files created like your cache or uploads, which are vulnerable to malware attacks.
  • Change the database prefix to help prevent SQL injections, when coupled with firewall protection.
  • Disable the Files-Editor so that they cannot make changes to any of your site’s files, just in case someone does access the backend of your website.
Do you backup the site before cleaning?

We backup every file, and database. We backup the entire site and also offer a backup service if you’re interested in a backup solution called BlogVault

User Management

Can I disable the security operations whenever I want?

Yes, you can. Simply click on Disable Security option next to the Security section on your Malcare dashboard for your website.

What can I do when I notice suspicious malware on my website?

You can click the Scan Now option on your MalCare dashboard to see the MalCare deep scan in action and check for any suspicious malware activity on your site, on your own, whenever you want.

Can I uninstall plugins and themes within the MalCare dashboard?

Yes. All you need to do is access the Site Management section on your MalCare dashboard for the site you want to uninstall plugins and theme on.

How can I look for specific sites on my MalCare dashboard?

Use Advanced Search feature to narrow down options and perform bulk actions on multiple sites based on the attributes you specify.

Will I be able to access MalCare dashboard even when my site is down?

Yes. You can access and navigate the powerful MalCare dashboard to restore your site, even if your site might be hacked, or down.

Can I update plugins, themes and WordPress core within the MalCare dashboard?

Yes. All you need to do is access the Site Management section on your MalCare dashboard for the site you want to update plugins, themes and WordPress core.

Can I manage user roles in my site on MalCare dashboard?

Yes. You can delete, or change the role or password of users, remotely – on MalCare dashboard itself. Modify access permissions on the site, without having to log in to your WordPress site’s dashboard.

Malware Reports

What are MalCare reports?


MalCare reports will contain
1. Firewall audit logs
2. Site scan history

Is there a way to show my clients the security scans made by MalCare?

Yes, you can show them the site scan details without accessing your MalCare dashboard. Send them a PDF document of Site Scan History under Reports. It is a log of MalCare scan history where you can see when you site was scanned exactly and how many times in the selected date range.

Is there a way to show my clients the status of site security?

Yes you can show the site’s Firewall audit logs. It will list down the malicious threats found on your website, and their status.

How do I check what MalCare is scanning?

Go to site details page, click on security widget and see the history.

Where can I see the malware stopped by MalCare?

So to site details page, click firewall widget and see history.

What will the security report contain?

So to site details page, click firewall widget and see history.

MalCare security reports act as documentation for MalCare security operations like scanning and cleaning.
It will contain details on a the site like

  • Length, duration, and type of hack
  • Site cleaning timeline
  • Files compromised and/or hacked timeline
  • Number and type of attacks thwarted proactively
  • Firewall blocks
  • IP blocks

Customer Support

Can I talk directly to the Support team?

All of our technical support is handled via our ticketing system. For other customer support or sales-related inquiries, customers can reach ushere.

Do I need to pay for support and help?

Absolutely Not! We can be contacted at any time for any queries that you might have on MalCare and its usage. We will do our best to be quick with the answers and help.

How can I submit a feature request?

We are happy to accept all feature requests for our products and services. Simply fill in a detailed description on our contact form, and we’ll make sure the correct department reviews the request. We cannot guarantee that all requests will be satisfied, but we love hearing feedback from our users.

Do you work every day?

Yes, we provide support year round, 7 days a week, 24 hours a day.

Can I use your Website Backup service if I am not a MalCare customer?

We have a WordPress backup and security plugin called BlogVault which you can install from here.

Subscription plans and Payment

Which plan should I choose?

Depending on the number of sites you want to keep secure using MalCare, you can choose between the Personal (upto 1 site), Business (upto 5 sites), Developer (upto 20 sites) and Agency plans (upto 100 sites).
MalCare security plan focuses on security features such as Daily Automatic Scan, One-Click Malware Removal and Website Protection.
MalCare + BackUp plan includes backup services as well.

What about a free plan?

As of now, we do not offer a free plan. However we do have a 7-day free trial for you to see MalCare at work, first hand.

Is there a setup fee?

No! In fact, there isn’t one for any of our plans.

For how many sites is my license valid?

Choosing the number of sites on which you want to use SecuPress, is the first step to purchase MalCare from here. There can be either 1, 5, 20, or 100 websites, according to your needs. The 1 site licence can be activated on one single site, and so on.

Where is the storage that I get with Security + Backup plans?

We use encrypted cloud backups and off-site MalCare servers to store your site backups and run security operations. This ensures seamless integration of security to your website without affecting .your site servers.

Can I change my plan later on?

Absolutely! You can upgrade or downgrade your plan at any time from your account dashboard.

Is there a minimum commitment needed for the subscription or can it be cancelled at any time?

There is no minimum commitment needed to subscribe to MalCare. You can cancel your account at any time, without any penalties. You are only charged as long as you are using the service.

Is there a refund policy?

Yes. 30 days money back, guaranteed.

What if I have more than 100 sites?

It sounds like our our unlimited plans might suit you. A lot of our clients with many sites find them to be just right. Contact us for more information

What are the terms of subscription?

All plans are available either in monthly or yearly subscriptions with no long term commitment required. You can cancel at any time from the account dashboard, if not happy with the service.

How does payment work?

After registering with us, you will be asked to enter your card details. We use Stripe(http://stripe.com), which is one of the safest credit card processors.

How does the 7-day free trial work?

No matter what your plan is, your first week is on us!
You are fully protected by our 100% no-risk, double-guarantee.
If you don’t like our service in the 7 day trial, just let us know and we’ll send you a prompt refund. No questions asked (except for feedback maybe)!

How do I activate the 7 days free trial after creating the subscription?

Even though you’ve registered to pay, we will not charge you for the first week of usage after signing up. We start charging you from the second month onward.

How are the features different between plans?

MalCare security plan focuses on security features such as Daily Automatic Scan, One-Click Malware Removal and Website Protection . MalCare + BackUp plan includes backup services as well.

How does payment work?

After registering on MalCare, you will be asked to enter your card details. We use Stripe, which is one of the safest credit card processor.

Do you have any cancellation fees?

No. MalCare is a pay-as-you-go service. We do not have any cancellation fees. You can cancel whenever you want. If you cancel, you’ll be billed for the current cycle, but you won’t be billed again.

Are there discounts for upgrading from one plan to another?

Yes! We love our customers. So, when you go from Monthly plans to Yearly, you pay only for 10 months and the other 2 are on us.

What if I want to switch plans?

Switching plans is easy! At any time you have the option to upgrade to a different plan through the customer dashboard.

What if my credit card was declined?

There are a few reasons why your credit card may be declined on our payment page. The most common reason is that the credit card number, CVV, or expiration date that was entered is incorrect.

Can you lower the prices?

BlogVault is an extremely fantastic product. This is evidenced by how satisfied our customers are, with the product. We are sure you appreciate making an investment for sake of your site backup and safety, in case of any mishap like your site crashing due to unforeseen circumstances.

I signed up and paid, what do I do now?

Once you sign up and create the subscription, you will need to install the MalCare plugin. The MalCare plugin will then automatically backup your site.

Licensing and Legalities

Is BV GPL compliant?


Yes, BV plugin is released under GPL v2 License.

Can I install BlogVault on my clients’ sites?

Yes, you can.

Are there coupons available for discounted upgrades?

We have offers and discounts regularly. You can keep track of these in our newsletters, or you can contact us.

 

Feel free to contact MalCare Support for further help if it is needed.