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Reviewed June 25, 2020
I've been a SiteLock customer for the last two years. We were recommended to them by our hosting company, JumpLine. We had hired SiteLock because our site was maliciously hacked. We purchased their premium "site clean" service, in which a technician goes through the entire site and removes malicious code. Well, they charged us for the service, but failed to find/remove all the malicious code — consequently we got hacked again 2 months later and our email handle got black-listed by Google as a result. Eventually forcing me to change the name of the entire domain/email so that corporate servers wouldn't continue to block our email address (turns out once you get on a blacklist you never get off).
Despite all this, we kept the service for another two years, mostly out of inconvenience to cancel. SiteLock WON'T ALLOW YOU TO CANCEL on their site. You have to call their customer service, which takes an hour of wait time. We finally got fed up enough that I went through the full rigamarole of canceling (they try to fear-monger you to not cancel on the phone) which happened this month.
Following the cancellation, our site was shut down because of further incompetence on their site... their team had re-directed our DNS without our knowledge, and then when the service was cut off, never repointed back to our hosting service, causing our website to inexplicably go down. FURTHERMORE, it turns out they don't even use their own software for protection... they farm it out to a better-known web-security company called https://www.imperva.com. We discovered this when our site went down and the error messages were routed from Imperva, not SiteLock. So pretty much the worst. Almost scammable. Don't hire these guys no matter what.
Reviewed June 8, 2020
I used Sitelock for more than 6 months and didn't really like the service. I decided to cancel my subscription more than 4 weeks ago so I log into my account and all you can do is submit a cancellation request and then you get a message telling you that someone from their customer service team will be in touch for security reasons. I waited and waited and nothing happened. Then, they bill me again for the next month of service!
I called their number more than 5 times and I kept getting a recorded message that they're getting too many calls and they're working from home, so it's more efficient to chat with them online or send an email to the billing department. Whenever I start a chat, the agent tells me they're from tech support and cannot transfer me to billing! I've emailed billing several times and they never answer me. It's the most retarded cancellation system I've ever experienced and a downright ripoff! I've reach the point where I'll be calling my bank to red flag Sitelock and not allow them to charge my card anymore. The worst customer experience I have ever gone through with a company. On their best day, their customer service team tells you "sorry for the inconvenience".
Reviewed March 5, 2020
I purchased the SiteLock system, thinking it was a good option. Honestly, I regret ever making the decision. Personally, I should have gone with Sucuri. I called Sitelock to cancel my account only after a few days and was informed they do not give refunds. Please be aware of this. I should have done more research and regret ever going with Sitelock now. I've spoken with a few reps from them and every time they try to upsell me to bigger more expensive packages. Do yourself a favor and look elsewhere for a better service provider.
Reviewed Feb. 27, 2020
My site was hacked a while back while I was hosted by Bluehost. Bluehost referred me to Sitelock. Once you are hacked, they claim that the yearly fee needs to be hundreds of dollars for them to keep the site secure. I found a better fix and wanted to end the monthly fee since the charge was spread out for a year. They said that I’m in for a year and they kept charging my card even though I was dissatisfied with the service. I stopped the credit card payments and they pointed the site DNS to their server and effectively took down my site as what I can only construe as a form of retaliation.
SiteLock strives to resolve any disputes in a way that satisfies the customer. It is our policy to keep detailed customer records including call details, recordings, and notes on every interaction in order to ensure we deliver the highest level of service. There are some discrepancies in the customers statement which we would like to clarify in this response.
First, all our customers go through a very detailed process when purchasing services. They sign a contract, which is reviewed with them by an agent, and they are also made aware of our auto-renew process. Per the terms of our contract, customers must call 30 days prior to the end of their contract in order to cancel without being charged a fee. The contract they sign also describes our cancellation policy in great detail. This customer requested to cancel before the end of the term, and it was explained that a cancellation fee would apply. The customer refused to accept the fee and services were not cancelled.
When the next monthly payment was due, the customer did not pay, which put her account in a failed billing status. When our team reached out to correct the billing error, the customer was unresponsive. We send multiple emails alerting the customer that if payment was not made, services would be automatically cancelled after 26 days. We also indicated in these communications, that if services were cancelled it could affect her website as she had an active firewall in place. In order to ensure no disruption to the website, customers must cancel through proper methods so our team can ensure DNS settings are reconfigured properly. However, the customer remained unresponsive and no payments were made. As a result, her services were automatically cancelled after 26 days, per our communication. When her account was cancelled, her website did not resolve properly as an active firewall was part of the purchased service.
SiteLock did not take the customer’s site down as a form of retaliation. As explained above, services can’t continue without payment and the potential impact to her site if services were not cancelled properly was clearly communicated. The customer’s website is currently up and operating correctly, and we consider this matter resolved. We are happy to continue working with the customer if needed.
Reviewed Feb. 14, 2020
My Site got hacked a couple weeks ago and my Hosting company suggest me to get Sitelock services. They "scanned my site" and removed the very obvious and simple problems but the most critical problems were still there. I saw the traffic to my site for almost 3 weeks go almost to zero while they keep sending me emails every day that everything was working perfect. Some of the tech support tech were very nice and keep opening tickets to rescan but the result was always the same...everything is perfect.
Others (most of them) just lost their patience with me and their politeness to the point of hanging up on my and pretending the call was disconnected to avoid the shame that they were not able to find anything and have no explanation for the red screens and problems on my site...a complete nightmare. Having your life work being destroyed by a 16 yo kid somewhere in the other part of the work is a very bad experience, but hiring a company that is supposed to be there to help you and give you the go around and give you a really really bad customer services is the WORST!!! SHAME ON YOU SITELOCK GUYS...SHAME ON YOU!!!
This customer has been with SiteLock for 1 month. During this time, he has requested six manual cleans, all for a variety of reasons that were not the result of a re-infection or a new infection of the website. These manual cleans were provided at no additional charge.
Each time the customer reached out to us, the SiteLock Support team never hesitated to respond to each request in a polite and helpful manner. They provided the customer with pertinent information about the account and answered the customers questions. In addition, Support communicated the importance of managing the site properly by making sure all software updates are resolved.
Again, it is our mission and every intention to do right by our customers and provide the highest level of service. As previously stated the continuing issues noted by the customer are non-malware issues. Our team has made every effort to provide the customer with the best service and support. Despite the discrepancies and inaccuracies within the customer's statement, customer satisfaction remains our priority. We would be happy to continue working with the customer to resolve this issue.
Reviewed Dec. 13, 2019
Ms. ** was so helpful in assisting me with 3 accounts that I have with Sitelock. She was patient as I explained all the issues about each account. She professionally took care of all the issues and addressed the concerns. We gave to a wonderful agreement. I truly appreciate her great customer service. Please keep her!
Reviewed Nov. 16, 2019
Reviewed options for new subscription and new billing. We selected a new subscription. Representative was helpful. No other issues were reviewed. Thank you for your help. Hopefully all will work out with the new subscription. No other comments available at this time.
Reviewed Oct. 25, 2019
Sitelock contacted me to inform me that "malware" had been loaded on my site. Of course this was alarming, so I had my host service perform a comprehensive scan of the site directory to ensure whether this was true or not, and the entire directory came back with a clean bill of health. One of the site's blog logins had been hacked, which is much different than a malware infection. So I informed Sitelock that they were being misleading. Then they contacted my clients directly, with the repeated lie of malware being present. These guys are the modern mafia.
Reviewed Oct. 21, 2019
The backstory: I use HostGator hosting. I had an additional service connected, the SiteLock addon, which monitors the security of the website. Yesterday morning I received a message from SiteLock that malware was detected on my site. The day before, I had inserted the advertising network code, which is often scolded by antivirus because of its specifics. This code is not actually malware, but to experiment, I decided to remove the code from the site and restart SiteLock scanning. I also enabled the "SiteLock CDN/Firewall" feature in my personal account at HostGator.
The same evening, I discovered that my site had become unavailable. Chrome was showing an error: "This site can’t be reached. The webpage at https://**/ might be temporarily down or it may have moved permanently to a new web address. ERR_SSL_UNRECOGNIZED_NAME_ALERT". It also turned out that the site is successfully opened via VPN and mobile network.
I googled the problem, found some ideas, tried to apply them (in particular, to clear the DNS cache, reboot the router, etc.). Nothing helped. I decided to write to HostGator support. It is noteworthy, that I like their technical support: always friendly consultants, available 24/7, solve problems quickly. I wrote to "Malware/Security" section. I explained the situation (that SiteLock was scolding at the advertising script, that it wasn't malware, but I removed the script anyway; I specified that the site is not available only on my network and that I recently enabled SiteLock’s CDN/Firewall).
A SiteLock representative Brandon ** joined the chat room, requested my website name, and then started asking me absolutely unconstructive questions:- Do I feel that the malware has been removed?
- Do I know how malware works?
- Do I understand what he says?
Then he started talking that the viruses will come back unless I protect my site "for just 40 bucks a month". At this point, I probably should have become really scared and gave Brandon money immediately (LOL????). I had a strong feeling that Brandon thought he might intimidate me and hit me up for money. But the trick is that I am aware of what kind of scripts I placed on my site. I also think I can tell the difference between malicious code and other problems with access to the site. If the malware had crashed my site, the site would have been unavailable from any network, not only from my home network. So I silently closed the chat with Brandon. And after 30 seconds I received a catch-up email from him????: “Here are the details of the services to remove and prevent malware: Website Scanning. TrueSpeed CDN. TrueShield WAF. I look forward to your feedback on this service for $25 per month.”
After that, I decided I no longer want to use SiteLock services and disabled their add-on (which costs $3 a month) on my hosting ❌. The problem with the site has not disappeared and I decided to write again to HostGator technical support, but in another section - Tech Support/SSL. This time I was answered directly by a consultant from HostGator. He asked permission to access my cPanel, and found a problem with the A record there. The record was changed from my domain name to **.sitelockcdn.net ❗. Because of this, SSL did not work properly. We changed the record to the original one and the site soon started working.
Conclusion: As I understand it, the A record changed because I clicked the “SiteLock CDN/Firewall enable” button. While the update came into effect, my site was unavailable. Maybe the next day everything would have been fine, but my experience with Brandon ** convinced me to say goodbye to SiteLock forever, because nothing annoys me more than trying to hit me up for money and make me look like a fool without even bothering to figure out the situation??? Ironically, the problem was caused precisely because of SiteLock's actions, which did not warn me that my site might be unavailable for a few hours after the firewall enabling.
Reviewed Sept. 26, 2019
The lady I spoke with was so nice and knowledgeable. Always great service whenever I call. The lady I spoke with last time I called was additionally very nice and friendly. Love the team at Sitelock, always a pleasant experience.
Reviewed Sept. 26, 2019
We support a charity whose website was frozen because of a malware breach. SiteLock was hired to clean and secure the site so it could be live again, important because it is the charity's main source of donations. SiteLock understood the urgency and was very helpful in getting it live again.
Reviewed Sept. 25, 2019
Earlier this year some of my sites were hijacked by bad guys in China and Japan. After doing all I know to clean things up I decided to contact SiteLock. Within a few days SiteLock cleaned up the mess and secured my sites. The monitoring program and firewall installed protects my assets. This is money well spent.
Reviewed Sept. 12, 2019
Excellent work, Vartan and Orlantria. Exceptionally professional and friendly. Glad I'm on board with Sitelock. Very good service. I had a problem with a site being hijacked. They talked me through what I needed and got me going.
Reviewed Sept. 12, 2019
I updated my credit card information but continued to receive messages of payment failure. Chelsea was very helpful and fixed the problem promptly. i have been very satisfied with my customer service experience.
Reviewed Sept. 11, 2019
I have decided to cancel the web protection by the Site Lock. Because, my company not making any money and it is research oriented company. So, I don't need anymore web protection. And, I have taken the firewall protection to maintain safely my email account for a cost of $ 67.09 per year services.
Reviewed Sept. 10, 2019
I don't know how to respond to this at this time. I am experiencing significant financial hardship and to have to commit to a year is really not helpful to my situation. I'm understanding that you also have a business to run, but so do I and I can't seem to catch a break. I was hoping that there could be some dialogue that could assist me further knowing that I am suffering financial hardship, but there was no offer.
Reviewed Sept. 10, 2019
Tyrell ** assisted me with understanding my Site Lock services that I was currently enrolled in, and how to downgrade my account to more affordable services. He explained the difference between the Secure Starter and Secure Speed Firewall in an easy to understand way. This helped me make the best decision for my website security coverage. I appreciate Tyrell's professionalism and assistance. I highly recommend Site Lock!
Reviewed Sept. 9, 2019
Very friendly staff got me set up easily right from the start. Had no more problems with my small business blog after using them. Their home site is easy to use & integrate with. Only appropriate emails from them. Easy security standards & protocols that make all the difference.
Reviewed Sept. 3, 2019
My account was cancelled.. I called to get it reinstated and see if I could get a better price. Tyrell was very polite and explained that my account was back and that they did have a better priced product that would cover both my sites needs. It was fast easy and a pleasant experience.
Reviewed Aug. 29, 2019
Site hacks are unexpected and unfortunate instances, but Site Lock’s team made it really easy for us to resolve. As a non-profit, we really appreciate their kind and swift response. Highly recommend Terrell and Greg.
Reviewed Aug. 29, 2019
Sitelock was excellent except for one problem. As required by SL, I rang to inform them 30 days in advance of my need to cancel my contact’s automatic renewal. I specified very clearly several times with the rep that I did not want it terminated until its expiry date but that I was merely following SL’s protocol. He confirmed this would be the case. Nevertheless, my contract was terminated the same day and my firewall removed. When I rang and complained, my firewall was eventually restored but not the True Shield coverage I was still paying for. Rather I had been put on the cheapest SMART plan without a firewall. Only after sending a copy of my contract was my service restored. This was a disappointing end to an otherwise excellent service.
Reviewed Aug. 28, 2019
Very good, fast, she listened to what I was looking for and directed to solve the issue fast and easy. She did a great job and was very serviceable. I asked her to keep smiling which was the impression she gave me. Thanks.
Reviewed Aug. 26, 2019
Alantria was very attentive to my needs. Jonathon and Andrea did their very best on the VPN. Unfortunately Melanie never returned my calls and Joe told me VPN would work with Vista. WRONG it does not.
Reviewed Aug. 20, 2019
Matt was the 4th caller to notify me that payment was needing to be updated, but I had not been able to log into my account, despite several attempts. He reset the password from his end, when others had not done so, and I was able to get into the site, pay my bill and continue with the stellar SiteLock service.
Reviewed Aug. 14, 2019
Excellent service, first through BlueHost security guys and onto SiteLock who were clear and concise in what they were doing, providing me with answers to questions I raised and ensuring I understood what would happen when! Excellent friendly customer services team.
Reviewed Aug. 12, 2019
One of your colleagues has put me on the wrong package. Due to this error we got hacked straight away and we are still working with Bluehost to fix some errors. Lou ** has done a great job to bring us back to the correct package and explained everything in detail. We are still very upset about the first error and that we did get hacked while being on Sitelock watch. Tom
Reviewed Aug. 7, 2019
I was having difficulty figuring out how to use the Dashboard and especially trying to setup a new username and password due to changes in our organizational structure. Orlantria was very patient and knowledgeable and helpful in getting us completely setup with our Account and Dashboard. Thank you for the excellent service.
Reviewed Aug. 7, 2019
Tremendously helpful in every area of renewal of service. Added bonus in next yearly cycle with no additional fee. Very pleased. Lou is a gentleman and very knowledgeable regarding customer service and the SiteLock product. Very, very, very pleased. Thank you.
Reviewed Aug. 5, 2019
We were charged $1,079.88 and never received an invoice for the charges. The gentleman who assisted me with this Lou ** was very patient and is a pleasure to talk to. He is an asset to your company, as many businesses are lacking the ability to be helpful. Thank you Lou for your professionalism.
Reviewed Aug. 5, 2019
I activated SiteLock after my website was hacked and they were very helpful in clearing the site and securing it in the future. Would recommend. It is also nice you can actually call them and get someone on the phone immediately. A lot of services now only use chat or sometimes not even that.
SiteLock Company Information
- Company Name:
- Year Founded:
- 8701 E. Hartford Dr., Suite 200
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- United States
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