Contacting Support for a Diagnosis: Useful Information and Data to Mask

Purpose of the article

This guide explains how to prepare and send the information required by Securantis support for a fast and secure diagnosis of your site (WordPress, WooCommerce or PrestaShop). It details the relevant information, the elements to anonymize, the recommended procedure according to the platform, and the secure channels for sending sensitive data.

Who this article is for

Site administrators and technical teams who want to:

• open a support ticket for a security incident or a suspected infection;
• request a diagnosis of scanner/WAF/quarantine behavior;
• request a paid intervention that requires access.

Security principles to follow (mandatory)

• Never share passwords via email, public chat or an unsecured ticket. Support will not request your passwords through these channels.
• Interventions requiring administrator access are scheduled and managed via the secure client area after payment confirmation.
• Securantis does not remove malware automatically: any action on quarantined files, deletion or restoration requires your approval.

Prerequisites before opening a ticket

1. Access your CMS administration area (WordPress or PrestaShop).
2. Note the versions: CMS (and WooCommerce if applicable), PHP, MySQL/MariaDB.
3. Verify that the Securantis plugin/module is up to date and that the license is active. If in doubt, mention the license status.
4. Gather the elements listed below according to your platform.

Information to provide (essential)

These data help support reproduce the issue and prioritize:

• Clear description of the incident: date/time of first observation, actions performed before the incident (updates, plugin/module installation, CSV import, theme change).
• Observed behavior: HTTP errors, access denied, white pages, WAF blocks, scanner false positives, items in quarantine.
• Versions: CMS (WordPress or PrestaShop), WooCommerce if used, PHP (e.g. 8.0), Securantis module/plugin version.
• List of active extensions/modules and the theme (name and version). A screenshot of a page listing the extensions is sufficient.
• Securantis event log or export of the scan report if available (exportable format from the interface).
• List of items in quarantine (if applicable): file names, relative paths, hash (if provided) and isolation date.
• Relevant server log excerpts: recent PHP errors, 500 errors, cron messages, web access log if the issue concerns the WAF or IP blocks.
• Screenshots of error messages, the Securantis administration page showing overall status or alerts.

Data to mask or anonymize (mandatory)

Before sending files or logs, always remove or mask:

• Credentials and passwords (database, FTP, admin accounts, API keys). Never send them by email or unsecured ticket.
• Private or sensitive IP addresses if they concern end users you must protect (you can replace octets with X, e.g. 192.0.2.X).
• Payment card details or other sensitive personal data present in logs.
• Parts of the database dump containing customer data; if support needs a dump, provide an anonymized version or a restricted export.

What to provide specifically by platform

Common information for all platforms

• Export of the Securantis scan report (if the interface offers it), or copy of the scanner messages.
• List of recently added/modified files (if you can obtain it).
• Quarantine status (list of isolated files).
• List of blocked IP addresses and reason for the block if available.

For WordPress and WooCommerce

• Screenshot of the Securantis administration page showing the dashboard and alerts.
• If the issue concerns a security rule related to WooCommerce (payment, checkout, hooks): describe the precise action (e.g. payment blocked at Stripe callback).
• The following files if requested by support and provided securely: debug.log (if it contains PHP errors), Securantis plugin log files, and the list of active plugins.

For PrestaShop (1.7 to 9)

• Screenshot of the back office interface showing the Securantis module and notifications.
• Relevant PHP/Apache/Nginx logs and the PrestaShop module version.
• Describe the controller or page affected (front or back office) and the steps to reproduce.

Recommended steps to prepare a ticket (numbered)

1. Gather the information and files listed above.
2. Anonymize sensitive data (see the “Data to mask” section).
3. Log in to your Securantis client area and create a ticket attaching the prepared files. If you do not have access, use the general contact address on the site to request the creation of a client area.
4. In the ticket, clearly indicate: summary, impact (critical/minor), steps to reproduce, attachments.
5. Wait for the support acknowledgment; a technician will request additional items if necessary.

Secure channel and access for interventions

• For exchanging sensitive files or transmitting temporary access, use exclusively the Securantis secure client area (link available in your account).
• Interventions requiring administrator or FTP access are carried out only after commercial agreement and payment. A temporary access procedure will be provided from the client area.
• Do not send any sensitive credentials by email or public chat. If support requests access, they will indicate the secure method (e.g. an encrypted form in the client area).

Frequent mistakes and prevention

• Forgetting to anonymize logs: tickets containing personal data will be blocked; re-export logs without sensitive information.
• Providing unreadable screenshots: prefer textual exports (logs) and clear screenshots with the time displayed.
• Requesting automatic deletion of quarantined files: support will propose options and will wait for your written approval before any deletion or restoration.

Quick troubleshooting you can do before opening a ticket

• Update the Securantis plugin/module and check the license status.
• Restart the PHP worker (or PHP-FPM) and check PHP logs for errors after reproducing the issue.
• Temporarily disable a recently added third‑party plugin to see if the issue disappears (make a backup before any change).
• If the WAF blocks legitimate users, check and note the blocked IP traces and the rule triggered.

When to contact support immediately

• Confirmed compromise (suspicious files present, unauthorized admin access): open a ticket and indicate the urgency.
• Online store outage (payments or orders impossible).
• Massive blocking of legitimate users by the WAF.

When a paid intervention is necessary

• If an in‑depth diagnosis requires administrator access, manual restoration or cleaning, the team will propose a paid service. Access details for the intervention will be provided only via the secure client area after payment.

What support does after receiving the ticket

• Acknowledgment of receipt and prioritization according to severity.
• Possible request for additional elements or secure access.
• Proposal of an action plan: remote guidance, procedures for you to apply, or a paid intervention if needed.

Contacts and final best practices

• For general requests, use the Securantis contact form and client area.
• Never send passwords by email or chat. Prepare temporary accesses (created specifically for the intervention) and remove them after the service.

If you need help preparing files or anonymizing your logs, indicate in your ticket that you request assistance for collection; support will guide you without asking for direct unsecured access.