You rarely need a whole account restored. Most of the time it is one file, one folder, or one database.
If you have your own backup
Extract just what you need locally and upload it with File Manager or FTP. For a database, use phpMyAdmin's Import. Always take a copy of what is there now before overwriting it – you may need to compare, and occasionally the current version turns out to be the one you wanted.
Asking us
Open a ticket and tell us precisely:
- What: the exact path of the file or folder, or the database name
- When from: the date, or the date the problem started if you are not sure
- Where to put it: back in place, or alongside so you can compare
"Alongside" is almost always the better choice. Restoring in place overwrites the current version, and if the backup turns out to be from after the problem started you will have lost your only copy of the good version.
A word on timing
The sooner you ask, the more choice of restore points there is. If you discover in November that something broke in August, there may be nothing from before it. This is why keeping your own periodic backups, downloaded and kept elsewhere, matters – see What is backed up, and how to get something restored.
