Website Support & Self-Help Resources
Comprehensive Assistance for Your Website Needs
Whether it’s troubleshooting updates, resolving performance issues, or keeping your content fresh, we’re here to provide the support you need.
For our maintenance plan clients, we offer proactive monitoring and hands-on support, so you don’t have to worry about technical details. From software updates to security management, we take care of the essentials, allowing you to focus on growing your business. Anytime you encounter a question or need assistance with your website, simply reach out to us, and we’ll handle it swiftly.
For those who prefer a more self-guided approach, we’ve compiled a list of frequently asked questions to help you troubleshoot and manage common website issues on your own. This self-help section is designed to give you control over your site while having the assurance that we’re here when you need us.
Why won’t my software/plugins update?
Your license might be disconnected or expired. To resolve this, check your software updates, billing information, or reach out to your technical support provider for assistance.
Why isn’t an element on my website functioning as it used to?
This could be due to a disconnected or expired license. Contact your software updates, billing, or technical support provider to investigate and resolve the issue.
Why is my email not sending or receiving?
Depending on your email provider, this might require troubleshooting with your host or individual provider (e.g., Google Workspace). Please reach out to your technical support team for further assistance.
Why are my emails going to spam?
If you’re using a non-premium email service (like shared hosting email), your emails are more likely to be flagged as spam. Consider upgrading to a premium provider like Google Workspace to mitigate this issue.
I’m receiving emails (or calls) claiming there’s a problem with my website. What should I do?
When you register a new website, your details become public. Many companies send mass emails offering services to “fix” issues that might not exist. Contact your technical support team or me directly to verify if there’s an actual problem.
Why isn’t my website loading?
Your server might be down due to an outage, lack of resources, or an overdue payment. Check with your hosting provider for more details. You can also test your website’s status with a service like “Is It Down Right Now?” to see if the issue is widespread or just affecting you.
Why is my website loading slowly?
Slow loading times are often due to insufficient server resources. Contact your hosting provider for solutions, or test your site’s speed with GTMetrix. If the issue is limited to a new page, it may need further optimisation. Reach out to your technical support provider for help.
Why is there a security warning on my website?
This is usually caused by an issue with your SSL certificate, which can result in an “unsecure website” warning. Consult your security contact, SSL provider, or hosting company to resolve this.
Why is my website redirecting to a different website?
This indicates your website has been compromised. Don’t panic—your backup contact should be able to restore a previous version of your site. Coordinate with your security provider to fix the vulnerability and prevent future attacks.
I made a mistake! Can I undo my changes?
Yes! If you have regular backups, your backup contact can restore your website to a previous version before the changes were made.
How do I update the content on my website?
Most websites use a content management system (CMS) like WordPress. Log into your CMS, navigate to the page or post you want to update, and make the necessary changes. If you need assistance, contact your website maintenance provider or technical support.
How do I add new features to my website?
Adding features usually requires installing plugins or extensions, depending on your platform. Make sure to review compatibility and licensing requirements before installation. If you’re unsure, contact your website designer or technical support for guidance.
How can I improve my website's SEO (Search Engine Optimisation)?
To enhance your SEO, focus on quality content, proper use of keywords, image optimisation, and ensuring your website is mobile-friendly. Plugins like Yoast or Rank Math can help with this. Consult your SEO expert or technical support for more specific recommendations.
How often should I back up my website?
It’s recommended to back up your website regularly, at least once a week, or more frequently if you make daily updates. Automatic backups can be scheduled through your hosting provider or backup plugin. Make sure to store these backups offsite for added security.
How do I secure my website against hackers?
Use a strong SSL certificate, implement firewalls, keep software and plugins up to date, and utilise security plugins (we use WPMU Defender). Regularly changing passwords and conducting security audits are also key steps in keeping your website secure.
Why isn't my website displaying properly on mobile devices?
This could be due to a lack of responsive design. Modern websites need to be optimised for both desktop and mobile views. Check with your web designer to ensure your site is mobile-friendly, or reach out to your hosting provider to discuss improvements.
How can I track visitors to my website?
You can use tools like Google Analytics to track user behaviour, traffic sources, and page performance. Installing these tools is typically done through a plugin or by adding tracking codes. If you’re unsure how to set this up, contact your website maintenance provider.
How do I improve my website’s performance and speed?
Optimise your images, enable browser caching, and minimise the use of heavy plugins. Using a content delivery network (CDN) can also help. For more technical adjustments, consult your hosting provider or website performance expert.
How do I update the content on my website?
If you’re using a CMS like WordPress with Divi, you can easily update your website’s content. Log into your WordPress dashboard, navigate to the page or post you want to update, and edit the content using the Divi Builder. Divi’s visual builder allows you to make changes in real-time and see how they’ll look on the front end.
For more detailed guidance, check out Divi’s official documentation on using the Divi Builder.
How do I add new features to my website?
With Divi, adding new features usually involves installing new plugins or modules that enhance the functionality of your site. You can install plugins directly from your WordPress dashboard or add new features using Divi’s built-in module library. Before installing any new plugin, be sure to review compatibility with your theme and ensure all licenses are active.
For help with adding new features or using Divi’s modules, refer to Divi’s module documentation.