Sucuri Security
Reviews and Complaints

I cannot afford a $300 lump sum charge for this service. If it was broken down into monthly payments, it would be fine. It's incredibly difficult to cancel the plan. I should be able to cancel a plan anytime without difficulty. I should not be given any difficulty reaching tech support. I will be uninstalling this application ASAP. In the meantime, I better not be charged for it.

You know what? Sucuri is a scam.
One of my websites was attacked by malware. The plugin I used was useless, so I was advised to try sucuri. I bought the 12hr plan ($199.99), it scanned everything and said the malware was removed, however, it appeared again, the plugin didn't see it and my website went down. I contacted customer service, they were nice but absolutely clueless, so I had to solve this problem by myself.
Judging by their ads, they promise a refund within one month if the plugin didn't help you. It didn't, so I wanted my money back and I told them about it. Unfortunately, it was not all as easy as it sounds now.
Haha they were very interested in not giving me my money back, so they called me the same day. I explained the situation and said that this plugin was useless to me, I didn't like the way it worked, how it allegedly removed malware that appeared again and so on. They replied that I once used it, the plugin did its job, so they didn't understand what I wanted.
I said: hey it didn't removed the same malware when it hit back again, it scanned and said everything was ok, but it wasn't and I had to waste my time to remove malware instead of doing something more interesting. Why would I have to use something useless that cost me 200 dollars? And it's stupid. Yes, I tried your plugin, I was disappointed, so I wanted to get a refund. Or how someone is supposed to try it without using, huh? Where's the logic?
However, they said that I had to read their ToS and hung up on me. Wonderful.
That's how you treat your customers, that's how you lie to them, that's how you don't give a crap about us. Awful.

In general, sucury security is ok, but some things are very irritating and can put you out of temper. Some features are very expensive.
The free version is free, but not free, if you know what I mean. Pay if you want more. Pay much. And judging by previous reviews, no one can guarantee everything will be ok and you'll be protected.
I also don't like that there's no history option. I think it's a very important feature and it's their negligence.
And the last thing is that your team could make the dashboard a bit easier for those whose websites are nothing special, not huge (like mine). I'm new here, so it's hard to use.
Summing everything up, sucury could be better and more convenient. And come on, your plugin is not perfect, customer service work bad, so why is it so expensive?
Please, look into the matter. I want you to know that there's a lot of job to do.

I'm sorry but this plugin I used to like didn't deserve the best rating from me.
I have read the reviews and understood I wasn't the only one with the same issue. Everything is ok unless your website goes down. So then there's a real trouble to reach them out and get their help.
My one and only website went down and I immediately contacted sucuri security customer service. It took 5 attempts to do it. I described my problem and asked them to fix it as fast as possible. They promised to do it and... disappeared.
After three weeks I still had not heard a peep. My website doesn't work. I lost time, money and customers. No one will give it back.
I can't find any reason to justify this kind of behavior.
I paid $200 for their service, they took them and now don't give a crap about me.
So please don't do business with them unless you want a lot of heartaches.
Writing this review and hoping they will finally pay their attention. For sure I will stop using them after they fix everything and I will also ask to refund.

I will probably need help from sucuri security customer service working on this website because the way the plugin works is terrible. And there is no one to help me because their customer care is awful. Is that always like that? My issue was nothing special, I think, but I haven't received any answer yet. I will describe it here: the plugin says my website was hacked, I checked everything but haven't found any signs of it. Then scanned twice and got the same result. Checked over and over, asked my host to do the same. Nothing. I wrote to sucuri support asking to check and fix this. Still no reply. What am I to do? Why did I buy a 6hr plan if you keep ignoring me?
Oh, by the way, speaking of plans. Prices are high. The plugin is not cheap. Yes, there are some free features, but they won't completely protect your websites, they will miss viruses unless you pay. Many people had said about it, so I guess there's nothing new. Judging by my situation, the paid version is not better...
Waiting for your reply.
Your angry customer.

One star out of five. Leaves much to be desired, unfortunately.
Each update becomes worse and worse. Hard to handle if your website is big and popular, if it has thousands and millions of views, hard to get support because they have a lot of customers and it doesn't depend on a plan (that's what they told me).
No, I can't say that the protection is bad. It's definitely ok. But each update contains new features and all of these things slow down the website.
It requires a lot of memory to simply load one page. I don't want to switch to a different plugin, but I will have no choice if you don't fix it.
Maybe you have to optimize the plugin to make it more convenient to use? Do you actually get feedback from people like me or everyone is happy that's why you don't do anything? Because now it looks like you have never tested it on really huge websites and have no support for their owners who buy your expensive plans. Think of that.

Am I the only one having issues with customer support for a free version? Whatever their representatives say (for example that you don't need to pay for anything, that a free version will protect you without any additional purchasing), the free version is kinda useless, doesn't do much and won't help if something serious happens. And if you really have attacks and viruses on your website, the plugin won't show it. I have checked it.
What's more interesting, their customer service for a free version is not very talkative and communicable. Maybe it's done on purpose, maybe they are always like this, but I'm sure if I had bought one of their expensive plans, they would have replied pretty fast.
I can understand it. Why would they want to support people who don't even pay?
But if everything was ok, if they answered me more often and faster, I would buy it. It seems that it should work that way, shouldn't it?
So don't bother using this plugin, they won't help if something goes wrong.

Don't know where to start.
Sucuri brought a lot of issues and I recently uninstalled it. By the way, no matter how hard I tried, it wasn't removed cleanly.
Next reason why I don't need it anymore is that the plugin uses too many resources.
One week ago I ran a scanning and it took one hour without any result. I just wasted time and this error makes sucuri useless. And no, that's not something wrong with the server, I have checked and asked the host to do it as well.
But the tip of the iceberg is what happened a couple of days ago. Sucuri Security broke my website and I had to remove all information from the database with help of my PHPadmin to make it work. Awful.
So I uninstalled it and then... You can read it from the beginning.
If you care about your website and especially if you have more than 2 or 3, don't even think of using this plugin. They need to improve it (at least) before taking money for this useless piece of crap.

After I tried their free version I decided to get a paid one, as I liked it and wanted to protect my 6 websites. It was fine at the beginning, I had nothing to complain about.
But then something happened. The plugin started to work very slow and sometimes it took me about ten minutes to just load the page. It became so complicated so I understood I wouldn't handle if this wouldn't stop.
The first thing I did was checking how it works from different places to rule out a possibility that this issue wasn't local. Moreover, I wrote to my host representatives and asked them to check it just in case. And honestly speaking, I even blamed them for a bad service. How sad I was so wrong. I will have to apologize.
However, they checked it several times and confirmed that I was wrong blaming them. Something else was causing the issue, and I guessed it was the plugin. So I decided to simply disable the plugin and to see what result it would bring. And guess what? Everything started to work faster. It took only several seconds to load the pages (instead of ten minutes, if you remember).
There's a lot of work to do for you, guys from sucuri.net. Until then I will not recommend anyone to use this plugin.

I couldn't save the settings in the scan configuration page. A small window popped up asking to wait for several seconds, but I had to wait for more. In most cases without any result. I must say, that my server is not big enough not to handle sucuri security.
The second problem implied by the previous one. I contacted customer support to resolve my issues with settings. In my honest opinion, the mark of a good company is how fast they reply when things go wrong, so I must confess they disappointed me.
It was a struggle to reach them, no one ever picked up. Even though I bought a 4hr plan and a good and fast service was guaranteed. Well, it was a lie.
I sent them an email and described the issue in details ten days ago, and sent a similar one yesterday. No response.
Now I'm infuriated, frustrated and I don't understand their reasons not to answer. All I want now is to get my money back. I don't know how though.
After this, I will stop using their glitchy plugin and will find a different and cheaper way to protect my website.

Maybe I use it in a wrong way, but it simply doesn't work. The free version does absolutely nothing and it makes this plugin worthless and useless.
Yes, it scans. After scanning it says your websites have several viruses and shows the number of them and a link to sucuri.net asking to pay for one of the plans if I want to remove viruses. I have just one website and even their cheapest 12h plan is expensive for me that's why I used their free version.
I thought that maybe I could get a trial to test it, maybe I would like it and would buy, who knows, but it simply wants my money from the first minute of working. So then what's the point of using it if you can't even try it, can't test it, can't see what kind of issues it resolves. Who can guarantee it will work after I buy it if the free version is absolutely useless?
I highly recommend you to avoid using this plugin, it looks like a scam.

My relationship with Sucuri Security is hard to understand. I like and hate it at the same time.
First of all, I would like to thank them for protecting my websites from ddos attacks and different bots that are very irritating. But what I will have to do is to delete Sucuri Security and forget it as a nightmare. Because this plugin started ruining my websites one after another. Many times I tried to assign resources, but everything was useless. Sucuri kept crashing my websites over 20 times. I honestly tried to find reasons not to install it, but my websites are more important. Believe me, my host and I did a lot to make it work.
I don't want to overpay for the plugin itself and for repairing everything it brings.
I am very frustrated because I bought the most expensive plan with the best protection (as they say on the website) and maybe it works as it has to, like I said I liked it from the start. Probably, this plugin is not for everyone.
Once they adapt it for cloud hosting, I'll be there.

My websites were attacked and I called their customer support asking to clean it. I told everything I knew about this malware, how it behaves and what it does, and that I deleted all the suspicious files.
Counting that I already paid for 12 hr protection, I didn't expect they would ask for more. They said I had to pay one hundred dollars for the website, so I thought why not and I did. But after that, I received an email from them stating that as all my seven websites are under the same account, I had to pay for everything. It's 700 dollars! Wow.
I asked them to refund, I really didn't want to pay for this kind of a scam. What I wanted is to get the money and to unsubscribe. They refunded, but only the half because judging by their own words, they deleted the malware and their job was done...
This plugin, customer service and the way they communicate to customers (like asking for more money even though you already bought the plan) are disappointing. I thought I would never encounter any serious issues, but I was wrong and they let me down once it occurred. A very sad store...

First of all, if I knew that they would send me messages asking to upgrade to premium, I would have never started using their plugin. I don't need much because I recently started my business and I have only one website, so I don't want to pay much money. It's kind of free, but if you want more, you have to pay for almost everything useful. However, this was the first sign that maybe I had to switch to a different plugin that won't mislead me.
Second and the most important thing is that it simply doesn't work properly. And as far as I can see I am not the only one having the same problem. I don't think it's all because the version I use is free. Well, for example, I tried to change my username several times and it didn't let me do it. Moreover, I have several instances that caused internal server errors. I checked my PHP version, everything was ok.
Plus, their customer service leaves much to be desired. Does it actually exist? Completely disappointing.
Honestly speaking, I rarely leave one-star reviews, but sucuri deserved it like no other.

Well, what can I say, guys? You ruined a great plugin.
It barely can be compared to what it used to be. Scanning is terrible, takes a long time and is very expensive. Moreover, it runs out of time and memory. It irritates. I must confess, it never happened before. Asked several people who use the plugin and they had the same problem. No wonder.
I have eleven websites and all of them should be protected, all of them are important and yes, I am ready to pay a lot for that. But the plugin is not worth it and I think I just wasted my money. So all of my websites have issues. Most of the problems occurred after your new disgusting version. I had to downgrade to the previous one. But everybody knows that the old versions may not be served as they should be, so that's why I don't really want to use it. Yes, it's better than the new one, but it will always be old.
So I highly recommend avoiding it. It is a pain to use.

I have a small business website and that doesn't bring a lot of money, however, I thought that it should be protected, so that's why I chose them.
At first, I tried their free version, but it offers nothing at all. If you really want your website to be protected from malware you have to buy the plugin. So I did. Got the cheapest one (12 hr).
Can't say I was satisfied. Several weeks later I noticed a malware on my website. I immediately scanned and it showed nothing. Nothing at all! How could this happen? It makes their plugin absolutely worthless and too expensive for the protection they don't even provide. Contacted their customer service and haven't got any response yet. It's been 2weeks. Weird. I paid for that and I need their help. Oh well... Probably all they wanted was my money.
I don't know what to do because there are not so many alternatives (or maybe I just have no idea about it). Anyway, sucury security is not the best way for the protection and looks like a total scam.

I beg you guys not to ever use this service. Because of their so-called control neither I nor my customers can open the website because it gets blocked every 5 freaking minutes! And I can't find a way to unsubscribe. Honestly speaking, cancelling the subscription is like looking for a needle in a haystack. Yes, I wrote to them and asked these crooks to remove me from their customer base. They did it without any problem, but the same can't be said for the money I spent, so I consider my money a donation!
Now I can't write to them, can't reach them out, because they removed my account. I have no idea how other people wishing to use their service are going to contact them. Everything is so tough, ugh...

It's been 2 weeks since I made an attempt to unsubscribe, but my website gets blocked anyway. I don't know what to do. I think I will have to hire a professional to get rid of them.
I hope this terrible company loves to kiss my merchant dispute and you will be shut down!

This service should be shut down. Maybe it used to be great, but now it's a complete mess, an absolute trash, and a rip-off, of course. It was a real circus dealing with this company. I think that Sucuri is the worst choice for those who want to remove malware from websites. Never do any business with them, don't waste your time and money.
I bought one of their expensive plans and my website was attacked twice! What do you think they did? Nothing! Both of the times I had to deal with the issues on my own. Only I don't get paid. Where is their glorified protection? Why does it take forever to get in touch with me? Awful.
Going to cancel it and get my money back.
I think that their products are overpriced for no reason. The cheapest plan costs 200 dollars for scanning your website every 12 hrs (!) and no one can guarantee everything will be ok. Just judging by my own experience. Too expensive, meaningless and worthless.
I would be happy to know if there're different ways to protect my website without using sucuri.

I was their customer who used their protection. They said that I can reach them anytime and asked me to call if any trouble occurs.
September 2017. I paid 500 dollars for the 4hr plan. In case if you're not aware, it's the most expensive plan and it guarantees the fastest response and the best service.
3 weeks later my domain was infected by a malware. It took me 4 hours to get in touch with them and 3 hours more to remove the malware. Ok, probably they were overwhelmed and I didn't pay attention to that, even though it was strange counting that I paid 500 dollars. But oh well...
The same thing happened again one month later (approximately). But that time I was charged. $100.
I called them and asked what happened. They said it was a mistake and promised to return the money. They did. 2 months later.
There are some questions without any answer, but I hope that their representatives will read it one day and will do something.
Yes, I do understand you've got a lot of customers having issues, but if someone pays 500 dollars then he/she expects the best service you promise. And why do you charge people who already paid? And what would you do if I didn't notice I was charged? And why does it take a long time to return the money? I honestly don't know what to say. I will just switch to a different service.

To whom it may concern,
I have been going through some troubles since I started using you. I have contacted their customer care for so many times, but everything was useless. Is it so hard to get together and to decide how to solve particular issues? That's what I don't understand.
I purchased a 6 hr plan from their company one year ago. A couple of days ago I called them to renew it, they said it renewed automatically, even though I didn't ask for it, moreover, I wanted to change the plan and choose the cheapest one. And what's more interesting, the money was charged for $300 without my permission. So it means I bought the 6 hr plan again! Called them, asked to solve this problem. They promised to do it. Nothing was done. Ok, rang them one week later. Same thing. Thank god I had an opportunity to cancel my payment.
Don't use this company if you don't want your money to be charged without your control.