Sometimes, when filing a ticket you may receive an error page "403 You have triggered our site protection". This is not a bug, it's really our site's protection kicking in when it find potentially dangerous or objectionable content in your ticket.
In this page we'll explain what that content would be and how to address it so you can file your ticket.
Addressing content triggering the site's protection ("triggering content")
First, please make sure that you are allowed to access the support category you're trying to file a ticket in. This is explained further below.
When you have any triggering content in your ticket's title or main content area -- as explained further below -- you will see an error and your ticket will not be filed.
If the triggering content is an excerpt of a log file please place your log file in a compressed ZIP file and attach this ZIP file to your ticket. If your ZIP file is over 2MB big please upload the ZIP file to a public storage server (your site, Dropbox, OneDrive, Google Drive etc) and paste a download link in your ticket text.
If the triggering content is part of an error message please take a screenshot in PNG or JPG format and attach it to your ticket. If you cannot take a screenshot of the entire content please copy it into a plain text (.txt) file and treat that file as a log file per the previous paragraph (ZIP and attach it).
If the triggering content is part of a suspected hacked URL or hacking signature you can treat it the same way you should treat an error message as explained in the paragraph above: take a screenshot; if a screenshot is not a viable option please copy to a text file, ZIP the file and attach it to your ticket.
Access to support
The only support category everyone has access to without further conditions is Pre-sales.
If you are trying to request support for any other software you need to have an active subscription that gives you access to the downloads and support of the software you are trying to get help for. If you are unsure, please make sure you are already logged in and do check your active subscriptions. If there's a problem with your subscription, e.g. it did not renew automatically even though you chose the recurring option when subscribing, please file a Pre-sales ticket about the subscription issue so we can help you with that issue first.
Further to that, please note that similarly titled software for different platforms requires separate subscriptions. For example, Akeeba Backup for Joomla is different than Akeeba Backup for WordPress. Getting support for Akeeba Backup for Joomla requires an active JoomlaDeluxe, Essentials or AkeebaBackup subscription. Getting support for Akeeba Backup for WordPress requires an active WPBundle or BackupWP subscription. If, for example, you only have an AkeebaBackup subscription you will get a 403 when trying to get support for Akeeba Backup for WordPress. In that case you'd be similarly unable to request support for Admin Tools for Joomla since it's not included with the AkeebaBackup subscription.
Finally note that in some cases you may have the Professional versions of our software on your site through the site integrator that built or maintains your site. In this case you cannot get updates or support directly from us. Instead, you need to go through that person or company. If you are no longer working with them you will need to purchase a qualifying subscription to request support. If you're not sure which subscription you should purchase please file a Pre-sales support request, either on our ticket system or our Contact Us page, so we can help you.
Types of triggering content
It's hard to find a solution if you don't know what kind of content might be triggering our site's protection. The following is the most common triggering content we've encountered when our clients attempt to file tickets on our site.
Database / SQL code
This is the most common case. You are trying to copy an error message which contains database (SQL) code, e.g. from a restoration gone wrong. We do not allow raw SQL code in our tickets' content for security reasons. You need to take a screenshot or copy it into a .txt file, ZIP the file and attach the ZIP archive to your ticket.
Please note that this can also be triggered in some circumstances by combinations of words which are very unlikely in the regular flow of the English language but common in SQL code such as "select frοm", "insert intο" or "replace intο". If that's the problem, please rephrase.
PHP, JavaScript, embeds or other non-static content (including in attachments)
Our site might reject tickets or silently reject attachments if they are detected to contain executable code such as PHP, JavaScript, embedded dynamic content etc.
If that's the case please do not include this content in your ticket's body. Instead, put the content in .txt file, ZIP the file and attach the ZIP archive to your ticket.
Objectionable / spam words
If you copied a spam or other message which contains profanity (swear words) or words commonly used by spammers. Keep in mind that our content filter includes word from different languages and character sets i.e not just English or similar western languages but also words in Russian written in Cyrillic characters.
If that's the case please do not include this content in your ticket's body. Instead, put the content in .txt file, ZIP the file and attach the ZIP archive to your ticket.
Hacking signatures
This is especially likely if you are trying to get support for a block notification you got from Admin Tools. This might include a hacking signature which is blocked by Admin Tools. Therefore it will also be blocked on our site if it's part of a ticket.
If that's the case please do not include this content in your ticket's body. Instead, put the content in .txt file, ZIP the file and attach the ZIP archive to your ticket.