Stop making changes, name the app and restore point, say whether you need files, the database, or both, and ask for a restore review through the support form.
Know what a restore can change
A restore can replace files, database content, or both. New posts, orders, users, and uploads made after the selected copy may not be in that copy. Ask for the smallest scope that solves the problem. If you are unsure, ask for a review before anything is changed.
Prepare the request
- State the site address and app name.
- Describe what is wrong in one or two clear sentences.
- Name the backup date or label you want to use.
- Say whether the request concerns files, the database, or the full site.
- List the last safe change and the first time you saw the problem.
- Say whether the current site is still receiving visitors or orders.
Stop editing the affected content while the request is reviewed. If you can, save new text or media in a separate local copy. Never place a password, private key, or payment data in the ticket.
Use the support form
Send the request through /tickets/new/. Ask what can be restored and what the selected copy contains. Include the facts above. Do not assume that a restore is already scheduled. A support review must first match the request to an available backup and a safe scope.
Why a restore test matters
The WordPress setup guide describes an off-server backup and a real restore test as part of a sound setup. Test copies show whether the files and database belong together. They also reveal problems that are easy to miss in a backup list. A restore or migration can expose wrong file permissions. That issue can cause a blank page even when the files are present.
Check the site after a restore
- Open the public page and the admin area.
- Check text, images, links, and important forms.
- Check user access and any shop or course action that matters.
- Check email messages that the site must send.
- Write down anything still wrong before making new edits.
Do not treat a successful login as a full test. A site can open while a form, image, or scheduled task is still broken.
Make the next request easier
Keep a short backup note with the app name, the storage location, and the last test result. Follow a regular backup routine and test a restore again after major changes. The goal is a copy that you can explain and use, not a file that only looks reassuring.