Knowledge base
Getting a copy off the platform, what is in the archive, and how to use it elsewhere.
Sites → your site → Backups → the point you want → Download.
A single archive containing the site's files and a database dump, with a manifest naming the stack and PHP version it came from. It is a plain archive — nothing about it is specific to us and nothing in it needs our software to read.
The download link is generated on request and expires after a short window, because it is an unauthenticated URL to your entire site. Generate a fresh one if it expires; there is no limit on how often.
Unpack the files, import the database dump, and set the database credentials in the application's config. On WordPress that is wp-config.php. If the new home uses a different domain, search and replace the old domain in the database — wp search-replace does this correctly, and a plain SQL find-and-replace does not, because WordPress stores serialised values whose lengths change.
The archive plus the invoices from Billing → Invoices is normally what is being asked for. If somebody needs a signed statement about retention or location, support can provide one.
⚠️ Downloading a backup is not a substitute for having them. A copy on your laptop is one disk failure from gone. Keep the automatic backups running as well.
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