26/07/2024
Case Study: Resolving a Compromised Website with False-Positive Malware Results
Introduction
This document outlines the steps taken to fix a compromised website, url.com, which was showing false-positive malware results.
Initial Steps
Malware Test:
Visit Sucuri Website.
Input the website link: url.com.
Perform a malware scan.
Security Plugin Installation:
Ensure the Wordfence plugin is installed on the website.
Perform a full scan using Wordfence and address any security issues identified.
Identify Vulnerable Plugins:
Check for plugins that do not show malware but may inject malicious scripts, including:
Snippet Code Plugins
3rd Party Plugins with outdated or no longer maintained updates
Verification Steps
Google Transparency Report:
Visit the Google Transparency Report.
Enter the website URL: url.com.
Ensure the transparency report shows no issues.
Take screenshots of the transparency report for documentation.
Appeal Process:
Appeal through the Google Ads Portal under the Compromised Site Policy.
Appeal Process via Google Support
Initial Appeal:
If the self-appeal is unsuccessful, proceed to Google Support.
Contact Google Ads Support:
Navigate to Google Ads Support and select "Contact Us."
Follow the steps to reach the chat support:
Click "Next" on Step 2 and Step 3.
Select "Chat Now."
Chat Support Request:
Use the following message template:
"Hi Google Team,
I am having an issue with a compromised website. I have already made changes to the website. The malware detectors show no errors, and the transparency report is clear. I made a self-appeal on Google Ads, but it turned out to be a false positive. Can you please run a scan on your side and let me know if there are any compromised links? If not, please reactivate Google Ads.
I am requesting again to rescan the website and let me know.
Thank You."
Follow-Up:
Convey the message to chat support 2 to 3 times.
Google Team should respond within 24 hours with an email confirming no malware detection and the reactivation of Google Ads.
Additional Tips
Case Reference Number:
Always keep the case reference number for future reference.
Identify Cause:
Issues may be caused by APIs or 3rd party plugins no longer updated or supported.
Ensure all installed plugins are regularly updated.
Ad Campaign Management:
If past ads are disapproved for more than 30 days, either delete or appeal to get them running or removed for a successful ad campaign.
Conclusion
By following these steps, you can resolve issues related to compromised websites and false-positive malware detections. Ensure regular updates and careful management of plugins to prevent future occurrences.
Thank you.
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