If Monarx has cleaned a file on your site and you believe it shouldn't have been removed or modified, this article explains your options — and why there is no self-service "undo" button for this action.
🚫 There is no automatic way to restore a cleaned file
Monarx does not provide an automatic restore, undo, or rollback feature for files that have been cleaned. This is intentional. Every restore request is reviewed by a person on our Threat Research team before any classification is changed.
If a file was cleaned by Active Protection Mode, the only path to getting it back is to submit a False Positive report.
How to request a restore?
Submit a False Positive report for the affected file, including as much detail as you can about the file and where it was found.
This creates a request for our Threat Research team to manually review the file.
An analyst examines the file and decides whether the original MALICIOUS
classification should be changed to CLEAN.
💡 The SLA for this process is 1 business day.
Note: This is a human-driven review process, not an automated one. There's no way to expedite it by resubmitting the request or contacting support multiple times — every report goes through the same expert review.
What happens if the file is confirmed malicious?
If our Threat Research team confirms the file is malware, we will decline the request and the classification will remain MALICIOUS. The file will not be restored.
Why we require a manual review?
We receive false positive and restore requests from bad actors on a daily basis, attempting to get their malicious files reclassified as clean. Requiring expert human review of every request — rather than offering any automatic restore mechanism — protects your site and its visitors, and prevents attackers from using a self-service process to undo our detections and re-establish their malware.