Is Acronis flagging your website or file?
If Acronis is flagging your site or a file — often showing up as heuristic/ML and Active Protection behavioral labels — shown as “Acronis” on VirusTotal — it is either a real infection or a false positive from a past issue. Here is how to get it cleared.
Step 1 — Confirm it is really a false positive
Do not request removal while malware is still present, or the flag returns. Check first:
- Run my free Is My Site Hacked? checker.
- Cross-check on VirusTotal to see every engine flagging you.
If anything turns up, get it fully cleaned first — deleting the visible malware is not enough if a backdoor remains.
Step 2 — Report the false positive to Acronis
Acronis has no standalone form — use the VirusTotal FP mailbox, or a support ticket for in-product detections. Submit here: virustotal-falsepositive@acronis.com (email)
- Note the exact file/detection label (or the VirusTotal report link).
- For a VirusTotal “Acronis” verdict, email the report URL plus clean-file justification to virustotal-falsepositive@acronis.com.
- For an in-product detection, follow Acronis KB 69412: collect a system report and open a ticket at care.acronis.com.
- Attach the sample/hash and explain why it is clean.
- Add a local exclusion while you wait.
Good to know: One Acronis anti-malware engine powers True Image, Cyber Protect, and the VirusTotal “Acronis” scanner. No formal SLA — handled during business hours.
Step 3 — If the warning keeps coming back
A detection that returns after you have been cleared almost always means the infection was never fully removed — usually a backdoor in a theme file, a rogue admin user, or malware in the database. That is exactly what I fix. I am a USA-based WordPress security specialist: I remove the infection completely, submit the delisting on your behalf, and harden the site so it stays clean.
Get my site cleaned · See how it works · read my client reviews.
Frequently asked questions
How long does Acronis take to clear a false positive? Once the site/file is genuinely clean and you have submitted the request, most are resolved within a few days. Submitting while still infected only restarts the clock.
It keeps coming back — why? Because the real infection (a backdoor, rogue admin, or database payload) is still there. A full cleanup stops the loop.