What this article is (and isn’t)
This guide helps you decide when JetBackup self‑serve is enough and when opening a HostBible Support ticket will save time—especially for security incidents, missing items, permission limits, or complex rollbacks.
This article does not include:
Step-by-step JetBackup restore instructions
Post-restore validation/testing steps
Manual backup/export instructions
(We link to those resources at the end.)
Quick decision tree: Self‑serve vs. open a ticket
Use this “fast scan” list:
Self‑serve is usually enough if…
You can access JetBackup normally in your hosting panel.
You’re restoring one site/domain (or a simple single‑account rollback).
You know the approximate date/time you want to roll back to.
You’re not dealing with a suspected hack/malware.
You don’t need a special restore “behavior” (more on that below).
➡️ If all of the above are true, follow the steps in our JetBackup Restore article (linked at the end).
Open a HostBible ticket if ANY of these are true…
Suspected compromise / malware incident (you need a safer rollback plan)
You need a different restore outcome than what self‑serve typically produces (example: clean overwrite vs. partial merging)
JetBackup isn’t available for your account/server, or options are missing
Permissions prevent restoring certain items (or restore options are blocked)
Restore jobs are failing, stuck, or completed but not with the expected result
You’re doing a complex rollback (multiple sites/databases, uncertain “last-known-good” time, or a business‑critical downtime window)
If any of these match your situation, opening a ticket with the right details is the fastest path.
Support-needed scenarios (and why Support helps)
1) Suspected compromise / malware cleanup + safe rollback coordination
When this applies
You think the site was hacked, injected, or defaced
Unknown admin users, suspicious files, unexpected redirects, or “it was fine yesterday, broken today”
You need to roll back without accidentally restoring the same compromised state
Why a ticket helps
A security incident is rarely “just restore and done.” HostBible Support can help coordinate a rollback strategy around your incident window (when you first noticed the issue) and reduce back-and-forth by confirming what restore scope is appropriate.
What to include
“First noticed” date/time and timezone
“Last known good” date/time (even approximate)
Which domains are affected
Whether you want a full rollback or a targeted restore of specific items
2) You need a different outcome than the user-panel restore behavior
When this applies
You tried a restore and the result wasn’t what you expected (for example, content appears “mixed,” partial, or not fully reverted)
You need a clean rollback outcome that differs from the typical self‑serve restore behavior
You want a restore that avoids mixing old and new content (or you need a more controlled outcome)
Why a ticket helps
Some restore goals require a more controlled approach than the default self‑serve flow. If you can clearly describe the end state you want, Support can align the restore action with that outcome.
What to include
The exact outcome you want (overwrite vs. preserve certain parts)
What must not change (if anything)
Any time constraints or downtime window
3) JetBackup not available / missing / blocked
When this applies
JetBackup isn’t visible in your panel
You can’t access restore options that should be there
You’re on a service where restore access is restricted or temporarily unavailable
Why a ticket helps
HostBible Support can verify whether JetBackup is available for your service and whether something is preventing access (service limits, account state, or server-side restrictions).
What to include
Where you expected to see JetBackup (hosting panel area)
What you do see instead (a short description + screenshot if possible)
Your affected domain(s) and hosting username (if applicable)
4) Permissions prevent restoring certain items
When this applies
You can restore some things but not others (common examples: specific databases, certain email components, or protected paths)
You see permission-related errors or blocked actions
Why a ticket helps
Restores that require elevated permissions may need Support involvement to complete safely and correctly.
What to include
Exactly what you cannot restore (item type + name/path)
Any error text shown
Desired restore date/time
5) Restore jobs failing/stuck OR completed-but-wrong outcome
When this applies
A restore attempt doesn’t finish
It finishes, but the result is not what you asked for (missing items, wrong domain affected, wrong scope restored)
Why a ticket helps
At this stage, the fastest route is escalation data, not trial-and-error. Support can use your timestamps, scope, and any job details to investigate server-side behavior.
What to include (high impact)
The date/time you initiated the restore (and timezone)
What you attempted to restore (scope)
What happened (failed/stuck/completed-but-wrong)
Any error text + screenshots
What you expected vs. what you actually got
(Tip: “Expected/Actual” in one sentence each dramatically reduces follow-up questions.)
6) Complex rollbacks (multi-site, multiple databases, unknown restore point, tight downtime window)
When this applies
Multiple sites/addon domains are involved
You don’t know the exact last-known-good restore time
You need to coordinate around a business-critical window (e.g., store sales hours)
Why a ticket helps
Complex restores often need careful scoping and sequencing decisions, and Support can help confirm what can be restored together vs. what should be handled separately—based on your goal and what backups exist.
What to include
A list of all affected domains/sites
Which databases belong to which sites (if known)
Your best estimate of the incident window
Any deadlines or preferred downtime window
What HostBible Support can do vs. can’t do
✅ What Support can do
Help you scope the restore request to match your desired outcome
Assist when JetBackup is unavailable or restore actions are blocked by permissions
Investigate restore attempts that are failing, stuck, or producing unexpected outcomes (using the details you provide)
Coordinate restores for complex situations (multi-site / multi-component restores)
Confirm what backup points are available within retention for your service
❌ What Support can’t do (set expectations upfront)
Restore data that was not included in backups or is outside retention
Guarantee a restored site is “clean” if the last-known-good point is unknown (especially in security incidents)
Recover changes that occurred after the restore point if they get overwritten by the rollback
Provide application-level fixes, content editing, or custom development as part of the restore request
Before you open a ticket (2–3 minutes of prep that saves hours)
Gather these details first—this is exactly what Support will need:
Scope
Which domain(s) are affected
Whole account restore vs. specific site/component restore
Any specific paths, databases, or mailboxes involved (names help)
Timestamp
The restore date/time you want (or “last-known-good” time)
Include timezone
If unsure, provide an incident window: “Issue noticed between X and Y”
Desired outcome (one sentence)
Example: “Return
example.comto how it was before the update on Dec 10.”Or: “Restore missing content that was deleted, without changing anything else.”
What you already tried (one line)
“Attempted self‑serve restore and it failed/stalled/completed incorrectly.”
Evidence (if applicable)
Error message text + screenshot
The time you ran the restore (and timezone)
Copy/paste ticket template (structured for fastest results)
Paste the template below into your HostBible Support ticket and fill it in as completely as you can:
Subject: JetBackup Restore Request – [DOMAIN/ACCOUNT] – [Restore Date/Time] – [Outcome Needed] 1) Account / Service - Hosting username (if known): - Primary domain on the account: - Affected domain(s) (list all): 1) 2) 3) 2) What needs to be restored (scope) (Choose one and add details) - [ ] Entire account rollback - [ ] Single site/domain rollback: ____________________ - [ ] Specific items only (describe clearly): - File/path(s): - Database name(s): - Email/mailbox(es) (if relevant): 3) Restore point / timing - Desired restore date & time: - Timezone: - If unsure: last-known-good time (approx): - Incident window (when the issue started / was first noticed): 4) Why we’re restoring (short) - What happened (1–3 sentences): - Is compromise/malware suspected? (Yes/No/Not sure): 5) Desired outcome (be explicit) - What I want after the restore (one sentence): - What must NOT change (if anything): - If my goal requires a different restore outcome than self-serve typically provides, here’s what I need instead: (Describe overwrite vs. preserve requirements in plain language) 6) Urgency / downtime window - Is the site currently down or business-critical? (Yes/No) - Preferred time window for any disruptive work: - OK to proceed as soon as possible? (Yes/No) 7) What I tried / current status - I attempted a restore via the panel: (Yes/No) - Result: [Failed / Stuck / Completed but wrong outcome] - When I tried it (date/time + timezone): - Error message text (paste exact text if any): - Screenshot(s) attached: (Yes/No) 8) Authorization - I understand a restore may overwrite changes made after the restore point, and I authorize HostBible Support to proceed. - Name: - Date:
Tip: If multiple domains are affected, list them clearly and specify whether they should be restored together or treated separately.