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 2010:

    • Start Outlook.
    • On the File menu, click Account Settings.
    • Click New.
    • Click E-mail Account.
    • In the Auto Account Setup dialog box, click to select the Manually configure server settings or additional server types check box, and then click Next.
    • Click Internet E-Mail, and then click Next.
    • Fill out the required settings as following:Your Name: Your name exactly as you want it to appear to recipients when they receive email from you
      Email Address: your full email address – eg jsmith@my-domain.comAccount Type: IMAP (recommended)
      Incoming mail server: mail.<domain> – replace <domain> with your domain name, so for example mail.my-domain.com
      Outgoing mail server (SMTP): mail.<domain> – same as the Incoming mail serverUsername: your full email address once again
      Password: your mail box passwordEnsure that ‘Require logon using Secure Password Authentication (SPA) remains unchecked. This is important as you may experience difficulty sending email with this enabled.
    • Click “More Settings…” in the bottom right of the window.
    • Click “Outgoing Server” tab at the top.
    • Tick the box labelled “My outgoing server (SMTP) requires authentication”
    • Click “Advanced” tab at the top.
    • In the Outgoing mail (SMTP) box, type 25. *Note, if you have trouble sending e-mail, please try changing this to port 587.
    • Ensure that ‘This server requires an encrypted connection (SSL) is unchecked.
    • The ‘Use the following type of encrypted connection:’ option should be set to None.
    • Click “Ok” to close the window.
    • Click Next after you have completed entering this configuration information, and then click Finish.

     

    To configure Outlook 2008:

    • 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/receiving email in Outlook.

    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.

  • How do I set up email for MAC?

    To setup your mailbox on MAC (using OSX), please follow the instructions below.
    • Open Mail and select Mail > Preferences. A new window will open on the General Tab. If you select the Accounts tab and then click the ‘+’ button on the bottom left of the window. This will load the ‘Add Account’ Screen.
    • Enter the following details:Full Name: your name. Email Address: your full email address. Password: (your mailbox password). The click ‘Continue’.
    • You will then be on the ‘Incoming Mail Server’ screen. Enter the following settings: Account Type: IMAP. Description: (your name). Incoming Mail Server: (mail.yourdomain, eg mail.baloogi.com). User Name: (your email address). Password: (your mailbox password). The click ‘Continue’.
    • You will then be on the ‘Outgoing Mail Server’ screen. Enter the following details: Description: (your name). Outgoing Mail Server: (mail.yourdomain ‘mail.baloogi.com’). Make sure ‘Use only this server’ is checked.
    • Find ‘Use Authentication’ and tick this option. Then enter: User Name:(your email address).Password: (your mailbox password). Click ‘Continue’.
    • You should then get an ‘Account Summary’ screen. Click ‘Create’ to setup the account.
    • You should then be returned to the accounts screen which you can then close. You should then see the main mail screen open and your new account showing in the left hand bar.

    You should now be able to send and receive email using the email address and mail box. If your email is still not functioning correctly, please contact us.

  • How do I set up email on my iPhone/iPad?

    To setup your mailbox on an iPhone or iPad, please follow the instructions below.
    • Go to Settings > Mail, Contacts, Calendars > Add Account > Other > Add Mail Account.
    • On the next screen enter the following settings: Name: (your name as you would like recipients to see it). Address: (your email address). Password: (The mailbox password). Description: (Your own description for the mailbox, eg ‘business main’).
    • Press Save.
    • On the next screen, leave IMAP selected at the top and enter the following settings:
      Incoming Mail Server
      Host Name: mail.yourdomainname (eg ‘mail.baloogi.com’). User Name: (your email address). Password: (the mailbox password – this should already be filled in).
      Outgoing Mail Server
      SMTP: mail.yourdomainname (eg ‘mail.baloogi.com’). User Name: (your email address). Password (the mailbox password).
    • Press Save
    • You will then get a message saying “Cannot Connect Using SSL. Do you want to try setting up the account without SSL?”, press Yes.
    • It should then connect to the mail server and the account will be set up.
    • If you are having problems with sending mail, you may need to change the port for the SMTP server. You can do this by going to Settings > Mail, Contacts, Calendar > Select the mail account > SMTP > Primary Server > Server Port and changing this to 587.

    Your email should now be working properly. If you experience any problems, please contact us.

  • How do I set up email on my Android device?

    To set up your mailbox on an Android device, please follow the instructions below:
    • From your home screen select the application draw button to show all of your applications.
    • Find the “mail” application and open it.
    • If this is your first email account, you will be presented with an email setup screen. Select the “Other(POP3/IMAP)” option. Otherwise, press the Menu button, tap Accounts, press the Menu button, and tap Add account.
    • In the first box add your email address, and in the second, enter the password associated with your email account.
    • Tap the Manual setup button.
    • The screen should now be populated with some of the following settings. Please replace any that are missing or incorrect with the correct values.

    • Protocol: IMAP or POP3 (IMAP is prefered for mobile devices)
    • Email address: Your full email address
    • Usernname: Your full email address
    • Password: Your mailbox password
    • IMAP/POP3 server: mail.yourdomainname (eg ‘mail.baloogi.com’)
    • Security Type: None or SSL
    • Leave the port unchanged or at 143
    • Press next.
    • You will now be presented with the outgoing mailserver options. Make sure the following settings are populated and correct.

    • Login Required: Yes
    • Username: Full email address
    • Password: Your mailbox password
    • SMTP Server: mail.yourdomainname (eg ‘mail.baloogi.com’)
    • Security type: None or SSL.
    • Leave the port unchanged or at port 25

    Now you just need to choose your account name and your name as you wish to appear in the from field. Click “Finish Setup”.
    Your email should now be working properly. If you experience any problems, please contact us.

  • How can I block junk mail from my mailbox?

    Your mailbox(es) include effective spam filtering on the server so that unwanted mail never even reaches your mail client.To enable this:
    • log into your website CPanel
    • Look for the ‘Junk Mail Filters’ option in the ‘Email’ section.
    • Click on this, and adjust settings as required

    Junk mail filters use advanced technology to filter out junk mail before you receive it. Your mailbox allows four different levels of spam filtering, based on how certain the mail filter is that messages are junk email. A whitelist function is provided to always allow email from a certain email address, and a blacklist function to likewise always block email from a given sender.

    Spam filtering is not always perfect – there can be false-positives and false-negatives, so do keep an eye on your spam mailbox for mail that’s been incorrectly filtered, and do watch out for phishing emails that slip through the filter.