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The site isn't working — what do I do?

Your site suddenly won't open, or looks different than it should — before you start to worry, most of the time this sorts itself out in a few minutes, even before you get in touch with us.

Before you get in touch​

A few simple checks are worth doing first, since the problem sometimes isn't with the site itself:

  • Check your own internet connection — try opening another website to rule out a Wi-Fi or mobile data issue
  • Open the site in a different browser or on another device — sometimes a single browser or phone is just showing an older, cached version of the page
  • If you have the content panel and just published something in it, wait a minute or two — the site needs a short moment to rebuild itself after every change before the new version goes live publicly

If the site still isn't working properly after these checks, that's a sign the problem is real, and it's worth reaching out to us.

How to reach us​

Message us through the contact channel we set up when we signed the agreement, and briefly describe what's happening. A few specifics help us the most: the exact page address where you're seeing the problem, a screenshot if you can grab one, and when the problem first appeared. That lets us find the cause faster instead of guessing.

Don't worry about whether the problem is "serious enough" to report. We'd rather check something that turns out to be minor than leave you stuck with a broken site waiting for the problem to go away on its own.

If it turns out to be a genuine bug once we've looked at it, we fix it free of charge during the revision period after launch, and after that as part of ongoing care or as a one-off job quoted at our current hourly rate — see Bug or new feature?

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