File scanning and eligible cleanup require a working connection to the website files. Configure the access requested by your purchased SiteLock feature, with permission to reach the correct website and perform its authorised work.
01 Connect the correct website
- Confirm which services are enabled and whether the task includes cleanup, scanning or database access. Keep a recent recovery copy before a repair that changes live content.
- Open the site's Setup Wizard > Server Access, or the server-access area under site settings.
- Use the supported secure connection type, preferably SFTP where available. Enter the host, assigned port and dedicated credentials or key through the protected dashboard.
- Set the website root to the actual document root for this domain. An addon domain, subdomain or staging site may use a different directory from the main website.
- Where separate credentials are available, use them for services that need different access. Database connection details must refer to the database used by the selected application.
- Save, run the connection check or scan, and confirm that the expected files are included. A successful login to an empty or wrong directory does not establish useful coverage.
Common questions
Why can SiteLock read files but not repair them?
The account may lack the write access needed for approved cleanup, or files may belong to a different system user. Ask hosting support to resolve ownership and permissions for the affected path. Broadly writable permissions are not a suitable fix.
Should I send my hosting password in a ticket?
Enter service credentials in the authorised setup interface. If assistance is necessary, agree a secure, limited access method. Do not publish passwords, private keys or database secrets in screenshots.
What changes after a hosting migration?
Recheck the host, root directory, credentials, firewall access and database connection. Verify a fresh scan from the new server before retiring the old connection.