Whether I built your website or I look after it on a care plan, this page is the quickest way to get help. Try the quick fixes below first. If they don’t sort it, send me a support request at the bottom of the page.
Something urgent?
If your website is down, showing a security warning, or you think it’s been hacked, don’t wait. Send a support request below with “Urgent” in the message, or call me using the number on my contact page. I’ll deal with it as quickly as I can.
Quick fixes for common problems
I’ve made a change but I can’t see it on the website
Your browser, and the website itself, keep a saved copy of pages so they load quickly. Refresh the page with Ctrl + F5 (Windows) or Cmd + Shift + R (Mac), or open it in a private window. If you’re still seeing the old version after a few minutes, let me know and I’ll clear the site’s cache.
I can’t log in to my website
Go to your login page (your web address followed by /wp-admin) and click “Lost your password?”. You’ll get an email with a link to set a new one. Check your spam folder if it doesn’t arrive within a few minutes. If it still won’t work, ask me and I’ll reset it for you.
Enquiries from my website aren’t reaching me
First, check your spam or junk folder and mark the message as “not spam”. Then send yourself a test enquiry from your contact page. If it still doesn’t arrive, tell me and I’ll check the email settings for you.
My website looks wrong on my phone
Refresh the page, or try another browser. If it still looks wrong, send me a screenshot and tell me which phone and browser you’re using. That helps me find the problem quickly.
How do I change text or photos myself?
Log in, go to Pages or Posts, open the one you want and click on the text or image to change it. Then click Update. Your training session covered the basics, and I’m happy to walk you through anything again. See content management.
My email at my own domain has stopped working
Check you’re using the right password, and that your mailbox isn’t full. On a phone, removing the account and adding it again often fixes it. If you’re on one of my care plans, I can check the settings for you.
I’ve been emailed about renewing my domain or hosting
Be careful: scam emails about “domain expiry” are very common. Don’t click any links or pay anything until you’ve checked with me. If you’re on a care plan, I keep your hosting running, and your domain stays registered in your name.
What your care plan covers
If you’re on one of my monthly care plans, this is all included:
- Hosting, SSL security (the padlock in the address bar) and email at your own domain
- Updates to WordPress, your theme and plugins, which close security gaps
- Regular backups, so your site can be restored if something goes wrong
- Technical support by email and phone when something isn’t right
- Small fixes that come from updates or problems on the hosting side
New pages, new features and bigger changes aren’t part of the care plan, but I’ll always give you a price before I start. See website hosting & care for the details.
Not on a care plan, or your website was built by someone else? I can usually still help. Send me a request below and I’ll take a look first.
How to get the fastest help
When you send a request, it helps if you include:
- The web address of the page with the problem
- What you expected to happen, and what happened instead
- A screenshot, if you can (send it by email if it won’t attach)
- When it started, and anything that changed around then
Send a support request
I’ll reply within one working day, and urgent problems sooner.
You can also find my phone number and email on my contact page.