Please look at the bottom of this page (under Support Policy Summary) for our support policy summary, containing important information regarding our working hours and our support policy. Thank you!
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Latest post by nicholas on Wednesday, 23 July 2025 01:55 CDT
Please look at the bottom of this page (under Support Policy Summary) for our support policy summary, containing important information regarding our working hours and our support policy. Thank you!
Oh, I can read this in so many different ways.
If you had a database record but not a backup archive, installing the Professional release would not make the backup archive file magically materialise. The reason I am mentioning this is that I've been asked about it in presales questions by other people. If the backup record appeared as Obsolete in Manage Backups you no longer have that backup archive file on your server.
If that wasn't the issue, you have to consider how you did the upgrade.
If you upgraded in place using FTP, as documented and shown in the video tutorial, all backup records and backup archives are kept. Nothing is lost. That's why it's the recommendation featured in our documentation and tutorials; it's the safest option.
If you upgraded by using WordPress' plugin installer, the backup records are kept in the database. Any backup archive outside of the plugin's directory will be kept, but any backup archive under the plugin's directory will be removed. This was a surprise change in WordPress 6.3 a couple of years ago, which is why we no longer use a backup output directory under the plugin's directory.
If you uninstalled the Core version and installed the Pro version, all bets are off. At the very least, your backup records are gone from the database. Your backup archive files? Depending on where they were stored, they might have been removed.
Nicholas K. Dionysopoulos
Lead Developer and Director
🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!
Working hours: We are open Monday to Friday, 9am to 7pm Cyprus timezone (EET / EEST). Support is provided by the same developers writing the software, all of which live in Europe. You can still file tickets outside of our working hours, but we cannot respond to them until we're back at the office.
Support policy: We would like to kindly inform you that when using our support you have already agreed to the Support Policy which is part of our Terms of Service. Thank you for your understanding and for helping us help you!