SiteLock Reviews 1,093

I had a very simple question regarding SitLock and my plan, but Technical Support took me seriously and guided me in the right direction. Thank you!

It was my first time of contacting the technical team, the gentleman was professional and helpful.

support agent is very helpful
thanks to you and your support agent

I have just one comment about hostgator, they should notify their customers for all the requirement before signing up in sitelock.

All your service is very good and I am very happy with your work done on my page. I recommend you 100%

It all went great except for the time the agent kept me waiting like an hour with no answer.

Do SiteLock even has a support team?
I need an urgent help with my website and I have not been able to contact their team for 5 days …

I have logged multiple tickets, spent 5 day on the chat for 12 hours every day with the bot which keeps saying that it is connecting me but 5 days later it still has not managed to connect me to anyone.

I have also sent multiple emails to the Support team explaining the urgency of my issue. despite them claiming that malware was detected and removed SitLock actually didn’t remove anything and my website is at risk.

It’s day 5 and their time to response is 30 hours as promised by my payment plan. This is a breach of their SLAs.

I have been using their services for years and paying for it. One time I need support no one is available to help.

incredibly poor service and so far I’m not sure the Support team mentioned on their website even exists.

I would definitely advise to think twice before purchasing anything from this provider. Their malware removal service doesn’t work and I wouldn’t advice it at all.

Maria

Do SiteLock even has a support team?
I need an urgent help with my website and I already pay for their services

I have logged multiple tickets, spent two day on the chat with the bot which says that it will connect me and 3 days later no luck.
I have sent multiple emails to the Support team too explaining urgency of my issue.
It’s day 3 and their time to response is 30 hours.
I have been using their services for years and paying for it. One time I need support no one is available to help.

incredibly poor support team and so far I’m not sure it even exists.
Maria

The tier 1 support team and BJ were extraordinarily patient with my bumbling through trying to fix my FTP and scanner issues. I was off chat while doing all this and didn't know if support would still be there when I came back. They were! Thanks for the great service.

SiteLock support staff was super helpful, much better than Blue Host tech-support. Even though I was chatting through the little chat window it was great thank you so much

I've been a customer for several years. I'm in Australia and I have submitted a number of requests that haven't been resolved over the years. When I want to cancel they say I can't without talking to them on a call. They call me at 12:25am in the morning. I inform the lady, and she tells me to call her back during work hours. I ask her to call me back as it's their policy to call me. So she tries to continue with the call in the middle of the night. She talks over me and lacks emotional awareness and decency to apologize and call back when I requested. Staggering. Be aware before you buy they will not let you cancel until they have a phone call to save you as a client. I have never left a bad review for anything - but a call at this time tipped me over.

EDIT (once reply was given) - once again I am puzzled with your customer service. I've explained the lack of service, yet I continued with you. Then you consider this 'resolved' without an effort to contact me. Just reply to this to save your brand, but don't actually look to serve and resolve a long time customer of several years.

Even though you have a saas business, customer service and actual care would be appreciated.

MS assisted me in troubleshooting my dashboard connection, walked me through feedback from a recent scan, and suggested a few next steps. They explained everything in simple terms and answered all my questions with kindness. Thanks for your great support!

Understood my query and gave the information I asked for.

My site got hacked twice while being "monitored" by Sitelock. It took my business down for 2 weeks and I lost 2 weeks of revenue. They make it really difficult to cancel the auto-renewal, having to call and wait on hold for 44 minutes to a number specifically provided for cancellation, then I was told that billing was not available as it was outside of hours - would have been nice to specify hours in the email they sent with the cancellation number. Unreal

MS is such a great and professional support person. He/She knows so well what he/she is doing, being so kind and eager to help up to their full potential. He/She sets the golden standard for how the customer support should be, 5/5.

Incredible customer support. My agent not only helped me find my account, but also explained an issue I was having with my account. They gave me an article to continue reading and explain what the problem was. Thank you!

My sites have malware on them and with the help of two previous persons I received technical support on removal. I have followed the advice on the emails and guided to the next steps which involved my host. That concluded, today, hopefully is the final needed step. Based on an email I have Google spam that needed removal, which was to be done after the host company reinstated the site. To my surprise the technician today mentioned reindex with Google. I had assumed that I'd blown it with them, Google, and would have to slowly build back up in their SEO search. Anyway, one hour later we ended our chat, the Google spam will be cleared (malware sweep) and Sitelock will proceed with reindexing with Google since my websites are no longer suspended. I'm thrilled! Thank you, whoever it was who helped me today. Thank you!

Customer Service was very poor. My website had been hacked, my domain was down. I contacted Sitelock immediately, they said they couldn't help as the domain was not live. I eventually restored the domain myself and restored my deleted files.

I asked Sitelock who I have a paid subscription to prevent these issues for help after doing the above myself. They stated I had to re-upload my site's files and have the site live again before they could perform a malware scan. For all I know, these files could still contain malware and cause the same spam and redirects on my homepage, putting my website visitors at harm. Very poor service.