Contact & Support

Helpful Resources

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Docs

Find step-by-step instruction on all aspects of the website builder, including widgets and templates, as well as information on accounts and billing.

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Video Tutorials

With a library of more than 10+ videos, our tutorials are a great way to learn how to use features of the website builder, widgets and more.

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Update Log

Find out about the latest platform updates, theme releases, and new widgets.

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Hire An Expert

Unmatched quality from proven professionals and specialised teams.

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Facebook Community

Looking for a casual and positive outlet for sharing sites and chatting with like-minded people? Join the private Facebook group.

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Create a support ticket

Get in touch with our support team for help with any technical and account issues, as well as general inquiries.

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Support Hours

Monday to Friday 9:30AM - 5:30PM

Most questions are replied to within 24 hours.

Reduced support on weekends and holidays.

Frequently Asked Questions

Can I share a preview of my site before I publish it?

Yes! To access your preview URL, click the Information button (“i” in a circle icon) in the top menu, and then copy your Preview Link. You can share this link, which can be pasted into any browser.
I’ve republished my site with several changes. Why am I still seeing the old layout and not seeing the changes I’ve made?

This happens because of the browser cache. Information is stored in your browser to aid in general page load speed of pages you’ve visited in the past. To see the changes you’ve published to your site, you can hard refresh your browser, clear your cache, navigate to the page in private mode, or load the page in a new browser.
Why won’t my Ecwid Store or embedded HTML item (i.e. any third party embed code) show on my site? It only shows after a page refresh.

This is caused by a setting called Quick Nav. When enabled, this setting helps speed up the site load time across pages by preloading all the site information upon visit. However, this option can potentially create an issue with HTML embeds or widgets that need to load external sources.

To turn off Quick Nav: Open the Navigation Design options > Navigate down to All Pages > Select More Design Options on the bottom > Disable Quick Navigation > Republish and retest site.
When I use the preview button to preview my site, my site looks different and doesn't function the way I am expecting.

The Preview button works great for previewing text, images and basic layouts. For more complex layouts, or pages with extensive use of widgets, we recommend using the Preview URL instead the Preview button. To access your preview URL, click the Information button (“i” in a circle icon) in the top menu, and then copy your Preview Link. You can paste this link into any browser.
Why can I not see my pop-up anymore when I refresh my site? It’s set to display every time a user visits the site.

A popup only appears once per session. A session is about 30 minutes, so refreshing the page over and over won't get the pop-up to reappear. You can use a private mode in your browser (such as Incognito in Chrome) to reliably preview the pop-up. Since private modes do not cache or store cookies, you can trigger the pop-up each time you refresh.
I have an SSL certificate, but my site is still showing the HTTP non secure site. Why is this?

After you generate your SSL certificate, there is one more step required to display HTTPS in the browser. Go to Settings > SSL section > Enable Force HTTPS option. This will ensure that all site visitors will automatically be redirected to the HTTPS version of your site.
My DNS has been set up and my site is loading, but I can’t get my SSL certificate to finish registering without getting an error.

This issue is typically caused an AAAA record in your site’s DNS settings. AAAA records are not necessary and should be removed in order for the SSL certificate to be completed.