Sucuri Security Reviews 

Great and friendly service, thank you!

It started with weird characters on a website I manage.
Hmmm. Is this malware?
Yes. Sucuri confirmed it.
I've been a customer since 2013 and use Sucuri to scan and protect websites I host and manage. So why wasn't I notified?
That's when I learned NONE of my Server-Side Scanners (SSS) were working.
My dashboard, however, was a sea of little green circles. Mouse over them: CLEAN. Even the site with malware.
Then I discovered you can click the circles. Who knew? Behind them were tabs containing considerably more interesting information:
SSS: SCAN NOT WORKING.
Soon more malware was found on multiple sites, including recurring infections and backdoors. My hosting support and developer did much of the investigation while I became THE HUMAN API, shuttling findings between them and Sucuri.
And getting help introduced me to another feature:
THE TICKET RELAY.
Level 1: Explain everything. Wait — potentially up to two days.
Complex problem? Level 2.
New technician. More waiting. Explain the context again.
Level 3? Different team. More waiting. More context.
Never assume the next technician has read the entire ticket.
Malware doesn't pause while your ticket changes departments.
Sucuri temporarily got most scanners working. Progress!
Except it didn't last. They disconnected again. Eventually SSS stopped working altogether.
So I requested daily manual reviews until SSS was reliable. Apparently my replacement for the automated security service I was paying for was:
ME.
Open ticket. Request scan. Next website. Repeat tomorrow.
Then came notifications.
Sucuri repeatedly told me, “Your notifications were turned off,” and that they'd turned them back on.
Really? Like I did that?
Why would I turn off alerts for the two things I'm paying a security company to tell me: MALWARE DETECTED and SCANNER STOPPED WORKING?
Eventually I established what happens: when SSS disconnects, its notification options disappear.
Brilliant workflow:
Scanner disconnects.
Failure-notification options disappear.
Customer isn't notified.
Dashboard can still say CLEAN.
Click underneath: SCAN NOT WORKING.
You can't make this stuff up.
After nearly three weeks, I told management I was considering consulting an attorney.
Less than 12 hours later, I was escalated to Sucuri's Office of the Chief Executive, which acknowledged in writing the “serious service failures” I'd experienced.
Finally! I even got Executive Case 01840522.
Naturally, I wanted to see it. Where is it?
Turns out it's an internal reference. No portal. No ticket. Nothing I can access. They'll email me.
Then Sucuri told me to continue using the dashboard to monitor my security services.
THE DASHBOARD?
The one with the green CLEAN circles that started this adventure?
Then they changed the SSS ticket status to WAITING FOR USER.
Waiting for ME? You just told me to wait for the executive team to email ME.
At this point Sucuri feels less like website security and more like an escape room with malware.
Then support offered an interim solution: Sucuri's WordPress plugin. It can send an alert if its scan fails.
IT WILL TELL ME WHEN THE SCANNER STOPS WORKING?
We found the developer!
Tiny problem: Sucuri also says the plugin “does not have access to the entire WordPress file system.”
So the replacement for my Server-Side Scanner isn't a replacement for my Server-Side Scanner.
They'll install it if I provide FTP or cPanel credentials.
At this point in our relationship?
I wouldn't give Sucuri the password to my Netflix account.
I've spent weeks monitoring the monitoring system, reopening tickets and trying to get the security service I paid for to work.
I wasn't trying to become the Erin Brockovich of Sucuri. I was trying to get my websites scanned and protected from hacking.
If Sucuri fixes this mess, I'll update this review and give them full credit. I genuinely hope I get to.
You can't make this stuff up.
Unfortunately, I don't have to.

I chose Sucuri because they came recommended by our host, I should've looked them up first. The wait time to get a response is ridiculous, it took a full day for my case to get assigned, then only heard from them in the middle of the night (while I was asleep) so by the time I responded in the morning, I had to wait a full day to get another response (in the middle of the night). The website was down for multiple days in this process, I tried calling but only got a robot telling me to use the website form before it hung up on me. Don't waste your time or money, use a different service, this one is a scam.

I've been a customer for years, and the core protection does its job: the malware removal and firewall worked, and the site was cleaned. That's why this isn't a one-star review. But almost everything around that core service has been frustrating.

The "Malware Removal" cleanup request form is broken. Submitting a request leads to a form that only produces error messages when you enter your domain, making it impossible to complete as intended. I reported this twice, an internal ticket was opened both times, and a month later nothing has changed.

Billing access is just as bad. As a long-time customer who never paid via PayPal and only upgraded my plan, I suddenly can't access my own invoices. The system claims my billing data can't be found and assumes a PayPal payment or an account migration, neither of which applies to me. Simply downloading my own invoices now requires opening a support ticket, which shouldn't be necessary.

On top of that, several support replies during our case were generic template responses that didn't address the specific points we raised.

Individually, each of these might be minor. Together they paint a picture of a provider whose protection works but whose surrounding processes and support don't match the price. I'll be reconsidering renewal.

I installed their tools anf irewall for extra security, had to give server access and bang got a DDOS attack 2 days after. Instead of looking into it, they blamed my site. Support delays being more than half a day for a down site, this is not an acceptable service AND they won't refund you if you used their malware removal service, which they insist on doing the minute you sign up for. This is pretty close to a SCAM IMO, stay away unless losing 230usd is ok for you.

I literally wanted help and their support agent someone named "Eddie X" was extremely unhelpful and said "I don't know" and removed the text bubble from my side so i couldn't message him again.

My website went down. My host recommended Sucuri. Terrible! Got in touch, told to 'sign-up' and had to pay USD 339 which I did. Since then i have tried to get a response out of Sucuri but they have just taken the money and run - no replies to anything. All the appearance of a scam.

The worst customer service ever, and the product is not doing a great job.

I have a client who reported that his site was infected because Sucuri was telling them about a website clean-up

After I reviewed and deeply investigated the issue and confirmed that this was a false positive. The finding was triggered by a legitimate Google AdSense script, which is safe and was intentionally added to the website.

Based on my investigation, this appears to be a false positive reported by Sucuri. We have performed a fresh scan and can confirm that the website is clean and secure.

So, I came on chat to inform Sucuri as a professional favor, so they can get their things together, but the guy was terrible, someone named Josh.

He was just trying to sell me their services (stupidly) and asked me to send a malware removal request.

I understand why they are not making new businesses anymore, they can't even listen to advice

Waste of time. Advertises 24/7 support, but there is NO SUPPORT. All options to get any reply disappear as soon as you pay. Avoid.

The website is extremely slow, it makes absolute no fun to use sucuri. But this is not the reason for 1 star.
I give 1 star because they charged us the net price + taxes. Then they corrected the invoice and promised to send the money back. The support claimed 10 months ago that they will send us the money back, but they have problems with their pay pal account. After 1-2 weeks still the same issue .Then I waited over 6 months and they still claim to have problems with paypal and cant pay the money back!!

Then succuri ("Chris") said: I should open a dispute at paypal directly and they will accept it!
Then after some weeks PayPal said that a refund is not possible anymore...
Now I am waiting since a year to get my money back!

This behaviour is a big red flag and is very unprofessional and feels like a scam and the support makes false promises.
Now after almost a year we are still waiting to get the $186.99 back.

Absolutely not recommended and the communication with the tech support is very slow.

No phone support. They have a phone number on the website, but when you call and select an option, they hang up on you. Getting my hacked website fixed is also a terrible experience. They take forever to respond, and they don't do the work. This has been one of the worst companies I have ever dealth with. This company is pathetic. Avoid at all costs.

The 12 hour guarantee for malware removal is false. They do not work around the clock. I hired them 2 days ago and they still haven't logged into my site. I paid over 48 hours ago so do not believe their claims. They are hard to work with and don't read your messages to them. Use anyone else.

If incompetence was an Olympic sport these guys would win every time. Quick to take your money and promise the world, however when things don't go to plan their support goes missing. We have been unable to access our website for over 2 weeks now as they have blocked our IP address. When you submit a ticket it takes days for a response and when you get a response it just goes round in circles. Now they have cut me off from technical support so I contacted sales again and they abruptly terminated the chat (I was not rude to them).

It works well when everything is going smoothly, but don't expect the support they advertise when something goes wrong.
It's really sad that support is there to help onboard you and then disappears after taking your money. Our site has been down for nearly 2 days now, and our support tickets go unanswered.

If incompetence were a service, this company would be an industry leader. Customer service is abysmal, technical support is slow and functionally useless, and the sales reps manage to be rude while knowing shockingly little about what they’re selling. Promises are made freely and broken effortlessly. They excel at overcharging for subpar service and seem far more skilled at getting negative reviews scrubbed from Trustpilot and other platforms than at actually helping customers. Criticize them too honestly and expect retaliation—apparently thin skin is part of the corporate culture.

Our experience with Sucuri has been highly disappointing and frustrating. The support system is ineffective, slow, and lacks any real problem-solving capability. For over five weeks, we have been dealing with a critical website issue, and Sucuri has failed to provide a resolution.

The support team’s responses are repetitive and superficial. Their default answer is simply that the “website is clean,” without any meaningful investigation into the actual root cause of the issue. There is no technical depth, no attempt to trace the source of the problem, and no accountability. It feels like they rely solely on automated scans rather than real analysis.

The sales and account handling experience has been equally poor. In particular, our interaction with a sales representative named Josh was unprofessional and unhelpful. The communication lacked professionalism, empathy, and ownership of the problem. Instead of assisting or escalating the issue, the tone felt dismissive.

What makes this worse is the complete absence of escalation paths. There is no clear way to raise a complaint to management, and it genuinely feels like management is either unreachable or uninterested. Customer concerns are not taken seriously, and feedback appears to be ignored.

For a security company that positions itself as a premium solution, this level of service is unacceptable. At this point, the experience feels either poorly managed or misleading, especially given the time and money invested with no outcome.

I would strongly caution other businesses to think carefully before relying on Sucuri for critical website security and support. If anyone else has had a similar experience, it would be helpful to know, as this does not appear to be an isolated issue.

About once a week on the internet I come across a website I cannot load trying to order products for my home business. I am met with an "Access Denied - Sucuri Website Firewall" page. The page says "if you think this block is an error please open a support ticket and make sure to include the block details (displayed in the box below), so we can assist you in troubleshooting the issue."

Clicking the link, I cannot even load the Sucuri website itself to make the ticket as I am met with the same denial screen. I opened a chat with their support on the website on my phone and they just gave me the answer that "I have to contact the website owner" despite clearly being put in the blocklist they're giving to websites to the point I can't even open their own site.

If you use this service on your website you are alienating a potion of your client base with no recourse. I am not using a VPN nor am I using a commercial connection. Just a plain residential connection in a residential IP address block.

USD250 WASTED, IF YOU ARE FORTUNATLE ENOUGH TO READ THIS BEFORE PURCHASING< DO NOT USE SUCURI. Google Ads stopped serving due to Malware infection of my site so I engaged Sucuri to scan my site. They failed to actually find the malware but told me on 2 occasions that it was clean. Their support system is terrible, each action is by a different individual and the left hand does not speak to the right and help ticket responses take days. I eventually engaged another company who found the Malware meanwhile I wasted 3 weeks with no Ads in peak selling season. Sucuri is either a scam or a very badly managed, incompetent outsourcing operation. If you have already paid, sorry, best engage someone else to sort your problem, and remember to cancel your subscription renewal or these thieves will continue to steal from you every 12 months.

I jumped the gun and hired them not knowing that the tech support that was working on my site was able to fix it. They said they couldn't but contacted me later having figured it out... too late, I already bought sucuri. But with one email refund request... and no questions asked. I was refunded that same day.

I requested a refund after 5 days with their services not working. Even the refund process did not work, which I have never experienced before and is another worrying example of a company in decline. They claimed Paypal refused the refund, so I had to request it from them to get the refund!

The basis for this negative review is the following:

The signup failed, and I had to ask for help in order to complete the process.

The process of activating the firewall is not working. Support is excruciatingly slow, and what is in the UI is not confirmed by support. For instance I still have not received a clarification as to the first step of the activation process:

"Click the internal domains links below to make sure your site loads."

Instead I am directed to going directly to step two, changing the DNS records. In light of previous mismatches between UI and failed progress, I am not risking using Sucuri.

The UI is very slow. In a daily workflow this is not constructive.

User session is far too short for a meaningful workflow, and the constant logins are very frustrating as it is a very slow site.

This extremely poor process, and days wasted, I had no choice but to sign up for Cloudflare.

What I expected from Sucuri actually happened with Cloudflare:

Sign up process
Activating firewall, rules, and stopping the enormous bot storm that worsened during my days waiting for Sucuri to deliver. Well within 24 hours of signing up and changing NS, DNS records my site was 100% rid of the bot storm (around 500k bad bot GETs in 24 hrs now blocked).