In order for us to clean sites, we need FTP (File Transfer Protocol) or SSH access.
Depending on the type of infection we encounter, we are able to remove malicious code from your site simply using your site’s admin login, without FTP access.
However, there are other scenarios where FTP access is indeed necessary, for example, if you use “WiX”. It doesn’t allow us to change the page's code.
So, if you don’t have FTP access, we will try our best to clean your site but we cannot guarantee that we will be able to clean it.