Support

Support & Help Guides

We’ve compiled a list of support topics, covering those issues we are most commonly asked about. If you are experiencing any difficulties with your website not covered here, please contact us.

You may find the answer to your query already listed in our support topics. Please check the lists below before contacting support.

General

  • How long will my website take to build?

    This depends on the size and type of website you require. A simple brochure-style website should take 1-2 weeks to complete, provided we receive your content promptly, whereas an online shop or magazine site could take several months.
    When we create your initial quotation, we’ll include a completion date for each phase of the build, along with a final launch date. So long as we receive everything we need from you, we’ll deliver your website on budget and on time! We are careful to timetable our workload, and don’t take on too many projects at the same time.

  • Will I be able to edit my website?

    If you have purchased a CMS or ’self-managed’ website from us, you will receive login details once your site goes live. You will then be able to access your website admin panel, and change the text and/or images on each of your pages. You can even create new pages!
    You may need our help to add your new page to your site’s navigation menu, but we won’t charge for ‘linking’ your new page into your website.

  • I can't find my site on Google.

    When a brand new website is launched it can take a few days to several weeks for the site to be crawled, indexed and served up in search results. Our SEO Booster Pack will ensure that your website meets all the criteria required by Google and other search engines to find your site. We will monitor your site closely for the first few weeks, to make sure your website is listed in search results. How your website performs, that is, how highly it’s listed in searches for certain keywords, will depend on many factors – collectively known as SEO or Search Engine Optimisation. Find out about our SEO services here or read our blog post What is Search Engine Optimisation?

  • What is a blog, and how can it help my business?

    A blog is a series of ‘posts’ or articles relating to your business. Your blog can be used to announce offers or new products and services, advertise events, or provide information about your company or organization. Running a blog on your website can benefit your search rankings, as search engines love to find new, fresh content each time they visit your site. Visitors can subscribe to your blog – making it function like an email newsletter, and new articles can also be auto-pushed to your social media profiles to keep these appearing active and up to date.

  • What is web hosting and why do I need it?

    Hosting is one of the 3 essential elements every website needs. Put simply, it’s where your website files are stored, ready to be served up each time a visitor lands on your site. We offer great value, reliable hosting packages with generous web space allowances, meaning you won’t have to upgrade as your web traffic increases.
    See our hosting packages here or read our blog post What is Web Hosting? for more information.

Email

  • How do I set up a mailbox?

    We will set up and test your mailboxes for you as part of your website build. Most of our packages allow for multiple mailboxes, and if you’d like to add more email accounts at a later date, simply contact us and we’ll set these up free of charge.

  • How do I configure Outlook to work with my mailbox?

    Once we’ve set up your mailbox, we’ll send you a password.
    To configure Outlook:

    • Open Outlook and select ‘Tools’ from the menu at the top of the window.
    • Select ‘POP3′ as the email server type, and click ‘Next’.
    • In ‘User Information’ enter your name and email address.
    • In ‘Server information’ enter mail.yourwebsite (eg mail.mysite.com) for both incoming POP3 and outgoing SMTP servers.
    • In ‘Logon Information’ enter your email address as your username, and your mailbox password.
    • Check ‘Remember password’ and leave ‘Logon using Secure Password Authentication’ unchecked.
    • Click ‘Test Account Settings’.
    • Your email should now be working properly.

  • I'm receiving error messages when sending or receiving email.

    The most likely cause of email errors is a change to your email application settings. If you haven’t made any recent changes to your email settings, your Internet Service Provider may have made changes, or there may be a temporary hitch with your mail server.
    First check that your email settings are correct:

    • Open your email application and click ‘Tools’ and ‘View or change existing email accounts’.
    • Select your email account and click ‘Change’.
    • In the ‘Internet Email Settings (POP3)’ window, check that you’ve entered your incoming and outgoing server information correctly. These should both be set to mail.yourdomain, eg ‘mail.yoursite.co.uk’. Ensure that your Username is set as your email address and that the password is typed in correctly. Check the box for ‘Remember password’ and uncheck the box for ‘Logon using Secure Password Authentication(SPA)’.
    • Click ‘Test Account Settings’.
    • You should receive the message ‘Congratulations! All tests completed successfully’ in which case close the window, click ‘Next’ and ‘Finish’ to exit the email accounts editor.
    • If you still receive an error message, click ‘More Settings’.
    • In the ‘Outgoing Server’ tab, the box ‘My outgoing server (SMTP) requires authentication’ should be checked, and the top radio button ‘Use same settings as my incoming mail server’ should be selected.
    • In the ‘Advanced’ tab, check that the incoming server (POP3) port is set to 110 and the outgoing server (SMTP) port is set to 25. Both check boxes below these options which read ‘this server requires an encrypted connection (SSL)’ should be unchecked. ‘Leave a copy of messages on the server’ should also be unchecked’.
    • Click OK to finish and again click ‘Test Account Settings’ to test.
    • If you still receive error message, click ‘More Settings’ again, and try changing the outgoing server (SMTP) port from 25 to 587. Test again.

     

    If your problem still persists once you’ve checked your email application settings, please contact us (include the error message if possible) and we’ll run a mail server check.

    If your mail server is working correctly, it’s most likely a change in your ISP service, in which case you’ll need to contact them directly.