{"id":1414,"date":"2026-10-19T10:02:51","date_gmt":"2026-10-19T10:02:51","guid":{"rendered":"https:\/\/www.freethought.uk\/help\/?p=1414"},"modified":"2026-10-19T10:02:52","modified_gmt":"2026-10-19T10:02:52","slug":"restoring-a-website-on-shared-hosting-self-service-support-requests","status":"publish","type":"post","link":"https:\/\/www.freethought.uk\/help\/restoring-a-website-on-shared-hosting-self-service-support-requests\/","title":{"rendered":"Restoring a Website on Shared Hosting (Self-Service &amp; Support Requests)"},"content":{"rendered":"\n<p>If your website encounters a critical issue\u2014such as a broken update, code error, or corrupted database\u2014rolling back to a previous backup is usually the fastest path to recovery.<\/p>\n\n\n\n<p>On shared hosting accounts, <strong>JetBackup<\/strong> is fully installed and available right inside your control panel so you can run self-service restores at any time. If you run into issues or need assistance, our support engineering team is also on hand to assist with a managed restore.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"option-1-self-service-restore-via-jetbackup\">Option 1: Self-Service Restore via JetBackup <\/h3>\n\n\n\n<p>For most day-to-day website issues, performing a self-service restore via JetBackup in cPanel is the quickest method.<\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li>Log into your <strong>cPanel<\/strong> account.<\/li>\n\n\n\n<li>Scroll to the <strong>Files<\/strong> section and click <strong>JetBackup 5<\/strong>.<\/li>\n\n\n\n<li>Under the <strong>Restore &amp; Download<\/strong> tab, select the type of backup you need:\n<ul class=\"wp-block-list\">\n<li><strong>Home Directory \/ File Backups:<\/strong> To restore site code, themes, or plugin files.<\/li>\n\n\n\n<li><strong>Database Backups:<\/strong> To restore database tables and site content.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>Locate the backup date you wish to restore from.<\/li>\n\n\n\n<li>Click <strong>Restore<\/strong> (or drill down into the file manager to select specific folders\/files) and confirm the restoration.<\/li>\n\n\n\n<li>Track progress in the JetBackup <strong>Queue<\/strong> until complete.<\/li>\n<\/ol>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p><strong>Need help picking files or databases?<\/strong> Check out our detailed guide on <strong>How to Restore a Website with JetBackup<\/strong> for step-by-step instructions on identifying exact document roots and database names.<\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"option-2-requesting-a-managed-restore-from-support\">Option 2: Requesting a Managed Restore from Support<\/h3>\n\n\n\n<p>If JetBackup fails, if you are locked out of cPanel, or if you prefer an engineer to perform or verify the restore for you, you can open a support ticket with our support team.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"information-to-provide-in-your-support-ticket\">Information to Provide in Your Support Ticket<\/h4>\n\n\n\n<p>To help our engineers process your rollback quickly without back-and-forth messaging, please include:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><td><strong>Requirement<\/strong><\/td><td><strong>Details Needed<\/strong><\/td><td><strong>Example<\/strong><\/td><\/tr><\/thead><tbody><tr><td><strong>Domain Name<\/strong><\/td><td>The target domain or subdomain requiring a restore.<\/td><td><code>yourdomain.co.uk<\/code><\/td><\/tr><tr><td><strong>Desired Date &amp; Time<\/strong><\/td><td>The specific backup point\/date you want to revert to.<\/td><td><em>Restore to state as of Oct 15 at 9:00 AM<\/em><\/td><\/tr><tr><td><strong>Scope of Restore<\/strong><\/td><td>Specify <strong>Files Only<\/strong>, <strong>Database Only<\/strong>, or <strong>Full Account\/Site<\/strong>.<\/td><td><em>Full Site (Files and Database)<\/em><\/td><\/tr><tr><td><strong>Reason \/ Issue<\/strong><\/td><td>A brief explanation of what went wrong.<\/td><td><em>Site broke after a WordPress plugin update.<\/em><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"what-happens-during-an-engineer-assisted-restore\">What Happens During an Engineer-Assisted Restore<\/h3>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li><strong>Ticket Review &amp; Verification:<\/strong> An engineer inspects available automated snapshot dates matching your requested point in time.<\/li>\n\n\n\n<li><strong>Restore Execution:<\/strong> The engineer initiates the restore job for the specified files, directories, or database tables.<\/li>\n\n\n\n<li><strong>Verification:<\/strong> The engineer checks file permissions, document roots, and database connections (<code>wp-config.php<\/code>), then notifies you via the ticket once completed.<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"what-to-do-after-a-restore-completes\">What to Do After a Restore Completes<\/h3>\n\n\n\n<p>Whether you performed a self-service JetBackup restore or an engineer assisted you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Test in Incognito:<\/strong> Open your website in a private browser window to confirm pages load as expected.<\/li>\n\n\n\n<li><strong>Clear Caches:<\/strong> Clear any CMS caching plugins (e.g., LiteSpeed, WP Rocket) and browser cache.<\/li>\n\n\n\n<li><strong>Check CMS Admin:<\/strong> Log into your admin dashboard to ensure access works properly.<\/li>\n\n\n\n<li><strong>Review Updates:<\/strong> Re-apply any plugin or theme updates carefully once stability is restored.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>If your website encounters a critical issue\u2014such as a broken update, code error, or corrupted database\u2014rolling back to a previous backup is usually the fastest path to recovery. On shared hosting accounts, JetBackup is fully installed and available right inside your control panel so you can run self-service restores at&hellip;<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[27,3],"tags":[],"class_list":["post-1414","post","type-post","status-publish","format-standard","hentry","category-backups","category-cpanel"],"_links":{"self":[{"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/posts\/1414","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/comments?post=1414"}],"version-history":[{"count":1,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/posts\/1414\/revisions"}],"predecessor-version":[{"id":1415,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/posts\/1414\/revisions\/1415"}],"wp:attachment":[{"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/media?parent=1414"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/categories?post=1414"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.freethought.uk\/help\/wp-json\/wp\/v2\/tags?post=1414"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}