Sucuri SecurityReviews of sucuri.net

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