visit the site to see, it is very laboroius to attach the screenshot.

Hello,

Thanks for reaching out to us. Could you please share temporary administrator access to your Joomla backend? You can provide the credentials securely in the hidden content section. Also, please take a full backup of your site before we make any changes.

Once I have access, I’ll investigate further and see what’s causing the issue. Let me know once you’ve shared the details!

Best regards,

How do i share the credentials?

Hi,

Please check this after logging in. Your site appears to be compromised. I have already deleted some malicious files, but there still be infected or uncleaned files remaining.

Please make sure to review the actual code of each file before clean, as some malicious code may be hidden inside legitimate files.

Thanks.

Wow you are genius, as if we dont know it is malware compromised, i also told you where the malware came from. It is from your plugin. First you supply vilnerable plugin then say your site infected. We are stuck with you because we used your UNSECURE templates. NOW this is kind of jokes on customer.

I sincerely apologize for the inconvenience caused.

We informed all of our users about this vulnerability, except those who had unsubscribed from our mailing list or whose email servers rejected our messages due to delivery issues or bounced emails. As soon as the vulnerability was identified, we also shared the security advisory and the latest security fix on our social media channels.

We have also kept the following forum posts pinned to ensure users are aware of the issue and the recommended actions:

• https://www.joomshaper.com/forum/question/45152
• https://www.joomshaper.com/forum/question/45671
• https://www.joomshaper.com/forum/question/45258

Yesterday, I installed the scanner to help identify and clean the infected files on your site. Once the cleanup is complete, and safely bring your website back online.

I hope you understand the situation, and I appreciate your patience and understanding.

Best regards,

Thank you for your response, but standard template apologies and shifting responsibility do not resolve this issue or rebuild lost trust.

To address your points directly:

Email Communications & Accountability: We log into your platform daily using our primary account email address—the exact same address where we regularly receive your promotional and transactional communications without issue. The "bounced email" or "unsubscribed" explanation simply does not hold up here. Rather than double-checking our contact details or offering to verify our email status in your system, you have passed the blame onto our deliverability.

Core Responsibility for Product Security: As a software vendor, it is your fundamental obligation to deliver secure, well-tested code. While vulnerabilities can happen, the impact of a critical exploit falls squarely on the product provided. Relying on social media posts or pinned forum threads is not an acceptable substitute for direct, critical security notifications to active paid users.

Service & Support Gap: It is telling that our web hosting provider—who is not responsible for your software—has been significantly more proactive and helpful in guiding us through this Joomla security crisis than your team has been.

What We Require Moving Forward: Email Verification: Please manually check and confirm that our primary account email address is marked as active and deliverable for all critical security advisories in your system.

Immediate Site Status Update: Provide a clear timeline and status update on the file scan and cleanup currently underway on our site.

Preventative Action: Outline what concrete steps your team is taking to prevent similar critical vulnerabilities in your extensions moving forward.

We do not need generic copy-pasted responses. We need direct communication, technical accountability, and a clear path to getting our site safely restored.