Backups and restores: what's kept and how to ask for a restore
Where Oogle provides backups, we tell you in writing when your service starts how often they're taken, where they're stored and how long they're kept. To get something back, open a Website Support ticket saying what to restore and from when.
On this page
If something on your website has been deleted, broken or changed by mistake, we can usually put it back from a backup. Open a Website Support ticket that says what you need restored and roughly when it was last right.
What's backed up, and for how long
Where Oogle provides backups, such as on Website Care, we tell you in writing when your service starts:
- how often backups are taken
- where they're stored
- how long they're kept
Those details are confirmed to you individually, so this article doesn't list them. If you can't find our note, ask in a Website Support ticket and we'll confirm them again.
Our backups are not a substitute for your own copies of critical data. Keep your own copy of anything you couldn't recreate, such as order records, customer lists, signed documents and your original photos.
Files or database: what's the difference?
A website is usually made of two parts, and a restore can cover either one or both.
- Files are things like your theme, plugins, images and documents you've uploaded. Restoring files brings back a deleted image, or undoes a broken plugin or theme change.
- The database holds your content and settings: pages, posts, products, orders, form entries, user accounts and most site settings. Restoring the database brings back a deleted page or undoes a bad settings change.
A full restore puts both back to how they were at the moment of the backup. It's usually best to restore only the part that's broken, because restoring less means losing less.
Changes since the backup are lost
A restore puts things back exactly as they were when the backup was taken. Anything added or changed after that, such as new orders, form entries, comments, user sign-ups or edits, can be lost from whatever is restored. Tell us about recent activity you need to keep, so we can plan around it.
Ask for a restore
- Sign in at https://my.oogle.net/client/login/.
- Select Support, then Website Support.
- In Summary, write "Restore request" and the site, for example "Restore request: example.com".
- Set Priority. Use Emergency only if the whole site is down or looks hacked.
- Choose the site in Related Service.
- In Details, tell us:
- what's wrong or missing (the page address, the file, or the setting)
- when it was last right, as closely as you can
- whether you want the whole site back, or only part of it
- any orders, form entries or edits made since then that you need to keep
- Select Open Ticket.
You'll know it worked when
We confirm in the ticket that the restore is done, and the page, file or setting is back the way it was. Check the site in a private or incognito window, so you're not seeing an old copy saved by your browser.
If something goes wrong
- The restored site is missing recent changes. That's expected for whatever was restored. Reply in the ticket with what's missing, so we can look at what can be recovered.
- You're not sure when the problem started. Give us your best guess and describe what you've noticed, such as the last time you saw the page working.
- The site was hacked. Say so in the ticket and set Emergency. Hack recovery is part of Website Care while your site is under our care.
Next steps
- WordPress updates: who does them, backups first, and when an update fails
- How hosting changes work at Oogle today
Frequently asked questions
How often are backups taken and how long are they kept?
It depends on your service. When it starts, we confirm in writing how often backups are taken, where they're stored and how long they're kept. If you can't find that note, ask in a Website Support ticket.
Can I restore a backup myself?
Not at the moment. Restores are made by our team on request: open a Website Support ticket.
Do I still need my own copies?
Yes. Our backups aren't a substitute for your own copies of critical data, such as order records, customer lists or documents you can't recreate.