Hello,
We’re sorry to hear about your frustrating experience. After reviewing this case, it looks like the backup file you were trying to restore was created by Installatron, a third-party tool provided by your hosting provider, and not by JetBackup for WordPress. Unfortunately, those backups aren’t compatible with our plugin and can only be restored through Installatron itself.
We completely understand how this could be confusing — from a customer’s perspective, the archive looks very similar to a JetBackup WP backup. To protect your privacy, we do not inspect the contents of your backups unless it becomes necessary during troubleshooting. In this case, it wasn’t until later in the process that we identified the archive’s metadata as belonging to Installatron.
To help avoid situations like this in the future, we are putting measures in place to detect whether an imported tar.gz file has the structure and metadata consistent with backups generated by our plugin, so we can provide a clear answer much earlier in the support process, rather than a vague error message.
If you do have a backup generated with JetBackup for WordPress, or any questions about using our plugin directly, we’ll be glad to help right away.
Sincerely,
The JetBackup Team
