Common problems

Almost everything that goes wrong is one of the things on this page. Find the line that sounds like your trouble, and the fix is under it.

Nothing here matching? Getting support tells you how to reach us and what to send.

Nothing changed on my website

I changed something but the website still shows the old version

Your work is saved. It is not published. Those are two steps, and the panel does the first one for you.

Open the entry and look at the bar across the top. An orange Publish changes button there means your change is waiting. Click it, then click Publish changes again in the box that opens. Then click Live View and read the page. On a list screen, a yellow Pending changes tag means the same thing. See Saving and publishing.

If that is not it, tell us.

I added something new and it is not on my website

A new entry starts as a draft. Only people who can sign in can see a draft.

Open it and click Publish now, then Publish now again in the box that opens. A message says the content is now live, and the top button changes to Unpublish. See Saving and publishing.

If that is not it, tell us.

I set a time for it, and it still has not gone out

Go to Calendar, just under Dashboard in the menu. Find the entry on its date. If it says Overdue, it missed its time. Click it, then click Publish now to send it out by hand. Then tell us, because the next one may miss too. See the Calendar.

If it is not overdue, check the date and time you picked. Click the entry and use Reschedule to fix it.

If that is not it, tell us.

My photo album is not on the Gallery page

An album made for you by a media folder is published when the folder is made. Once in a while that step fails, and the album stays a draft.

Go to Content, then Website, then Gallery, and look at the album’s Status. If it says Draft, open the album and click Publish now, then Publish now again. See Media Folders.

If that is not it, tell us.

I pasted my Google Analytics code and nothing happens

Two things stop that code from running.

Go to Plugins, then Marketing, then Analytics, and click the Settings tab.

First, check which box it went in. The box named Lookout Ridge IT | Analytics Service is ours, and Google code pasted there is thrown away. Your code goes in the box under Google Analytics.

Second, check the switch beside Google Analytics. It has to be on. Then click Save.

One more thing to know: this code only runs for a visitor who says yes to cookies. See Analytics and cookies.

If that is not it, tell us.

Finding things in the menu

I cannot find my business details

Your business name, address, phone, hours, contact methods, social links and licenses are not under Content. They live on the SEO page.

Go to Plugins, then Content Tools, then SEO, and click the Business info tab. Each card there saves on its own. See SEO.

The Business Info folder under Content is a different thing. It holds your branches and your services.

If that is not it, tell us.

I cannot find Menus

The links across the top of your website are under Plugins, then Site Layout, then Navigation. Menus has the steps.

If you were looking for a food menu, that one is under Content, then Food Menu.

If that is not it, tell us.

My list stops after 20 entries

Nothing is lost. A long list shows 20 entries at a time. Use the page numbers at the bottom of the list, or pick a bigger number under Per page.

If that is not it, tell us.

Pages and links

My page says it is published but nobody can find it

Being published puts the page at its address. It does not put a link to it on your website.

The links across the top come from Plugins, then Site Layout, then Navigation. Open your top menu, click Add item, and choose Page or entry to pick your page. Then click Save. Menus has the steps.

If that is not it, tell us.

A link across the top of my website disappeared

Somebody nested that link under the one above it. It is not gone. It now sits inside that other link’s drop-down, so you only see it when you click the other link.

The top link changes too. It stops going anywhere of its own, and only opens the list under it.

Want the link back in the top row? Go to Plugins, then Site Layout, then Navigation, and open the menu. Find the link and click its Move out to the top level button. Then click Save. A footer menu shows top level links only, so a nested link never shows down there. See Menus.

If that is not it, tell us.

A link in my footer goes nowhere

The page it points at is gone, or it has moved. Maybe it was unpublished.

On an older website, Footer: Company came with Blog and Careers links. Your website may have no such pages, so those land on a “page not found” screen.

Go to Plugins, then Site Layout, then Navigation, and open the menu that holds the link. Fix where it points, or click Remove on that row. Then click Save. Step 6 walks through it.

If you are not sure which menu it is, go to Plugins, then Site Layout, then Footer. Each Menu piece there names the menu it shows. See Footer.

If that is not it, tell us.

A page of mine will not open at all

Look for a redirect pointing away from it. A redirect beats a live page: if your page’s address is in a redirect’s Source path box, every visitor is sent away instead.

The Redirects screen is not in the menu. An Admin user can open it: type your website’s address, then add /_emdash/admin/redirects to the end. Look down the source column. Turn that redirect off with its switch, or delete it. Redirects covers both.

If that is not it, tell us.

I changed a web address and old links stop working

The Slug is the last part of an entry’s web address. When you change it on a live entry and publish, your website sends the old address to the new one by itself. If that ever fails, it tries again within the hour.

Still landing on nothing after that? Go to Plugins, then Content Tools, then SEO, and click the Broken links tab. Find the old address and send it to the new one. See SEO.

If that is not it, tell us.

My new page does not show

You can add your own pages. Go to Content, then Pages, and click Add New. If you cannot find the page on your website after that, check two things.

Is it published? A new page starts as a draft. Open it and click Publish now, then Publish now again.

Is it in a menu? A new page is not in any menu until you add it. Nobody finds it without a link. See Adding a new page.

If that is not it, tell us.

My page shows “page not found”

Your website keeps some words for itself, such as services or shop. A page whose slug or parent uses one of them never shows. Give it a different slug or parent. Then click Publish changes, then Publish changes again. See Addresses you cannot use.

A page with a Parent page lives under that parent’s address. Give it the parent About and the slug history, and it opens at /about/history, not /history. Check the address you typed.

If that is not it, tell us.

Pictures

A picture is broken on my website

That file was deleted from your Media library. The panel warns you before you delete a photo a page still uses, but it lets you go ahead. Trash cannot bring it back.

Upload the photo again. Then open the page, click Change or Replace on the broken picture, and pick the new file. Click Publish changes, then Publish changes again. See Media.

If that is not it, tell us.

I fixed the words on a photo and the page still has the old ones

Alt text is copied onto the page at the moment you pick the photo. Changing it later leaves the pages that already use it on the old wording.

Open the page, click Change or Replace on the photo, and pick the same photo again. Click Publish changes, then Publish changes again. See Media.

If that is not it, tell us.

The big banner at the top of a page shows the wrong hero

The page is asking for a hero that is not there. Either the hero was deleted, or the slug in the block does not match. When that happens, the page shows the first hero on your list instead. If no heroes are left, it shows nothing.

Go to Plugins, then Site Layout, then Showcase Heroes, and copy the slug you want off the list. Paste it into the block’s Hero box. Then click Publish changes, then Publish changes again. See Showcase Heroes.

If that is not it, tell us.

Banners and notices

My alert banner is not showing

Go to Plugins, then Site Layout, then Alert Banner, and look at the Status column.

Only one banner shows at a time. It is the top live one in the list. A banner marked Live, but below is waiting behind a higher one.

Check the dates. A banner shows only from its Start date to its End date. Scheduled means its start date has not come yet.

It says Showing now? Then you may have closed it yourself. Once you click its close button, it stays hidden on your screen for some days. Look in a private window instead. See Alert Banner.

If that is not it, tell us.

The unread badge will not go away

The badge in the bottom left corner counts notifications nobody has marked read.

Click the badge. It opens Notifications on the Feed tab. Click Mark all read. The badge goes away. If a lot has built up, you may need to click it twice. See Notifications.

If that is not it, tell us.

Your business details

My opening hours are not showing

Not every style prints your hours in the footer. Classic, Bistro, Practice, Community and Garage do. The other styles do not, though search engines read your hours either way.

If your style does not show them, add a row to the Contact methods card with the Type set to Hours. Both cards are on the Business info tab of the SEO page. See SEO.

While you are there, check the times on the Business profile card. 8:00, 8am and 5:30 p.m. all work. If a time cannot be read, the card says so and will not save until you fix it.

If that is not it, tell us.

The map is missing from my page

A Map block gets its spot from your address on the Business profile card. With no map pin and no street address there, it draws nothing at all. If you have branches, it shows your main branch instead.

Go to Plugins, then Content Tools, then SEO. Click the Business info tab, fill in the address on the Business profile card, and click Save. See SEO.

A map also waits for cookies. Until a visitor says yes, they see a box with a Load map button in it. That is normal.

If that is not it, tell us.

The strip above my header is missing

Every style can show that strip. It is called the Utility Bar, and it only shows when at least one piece in it has something to show. A phone button with no number in it, for example, shows nothing.

Go to Plugins, then Site Layout, then Utility Bar, and check what is in it. See Utility Bar.

If that is not it, tell us.

My social links are not showing

Your profiles go on the Social links card. Go to Plugins, then Content Tools, then SEO, and click the Business info tab. Admin, then Settings, then Social Links takes you to the same card.

Paste the whole address of each profile, copied from your browser. Then click Save. See SEO.

If that is not it, tell us.

The colors look wrong after I changed the palette

Most of your website follows a new palette on its own. Parts we styled by hand may not, and a button can end up hard to read.

Go back to the palette you were on. Go to Plugins, then Site Layout, then Appearance. Pick your old palette and click Apply. Your website returns to what it was. Appearance has the steps, and Step 3: Choose your colors shows every palette in light and dark so you can pick by looking.

Then tell us which palette you wanted, and we will make it work.

Food menus

A menu section is in the wrong food menu

Each section carries a Menu box holding the slug of the menu it belongs to. An empty box joins the first menu on the list.

Open the section, type the right menu’s slug in that box, and click Publish changes, then Publish changes again. See Menu Sections (Food).

If that is not it, tell us.

A whole part of my food menu is missing

A section with no dishes in it does not show. Not the heading, not the intro, nothing. An unpublished section does the same.

Open the section, check that it has at least one dish with a name. Then publish it: click Publish changes, or Publish now on a draft, then the same words again in the box. See Menu Sections (Food).

If that is not it, tell us.

Posts

My post shows the wrong date

The date is stamped the moment you first publish the post. An Editor or Admin user can change it.

Open the post. In the Publish part of the panel on the right, click the Publication date line. Pick the right date and time, then click Save date. Your website then shows the new date. See Posts.

If that is not it, tell us.

Your shop

Checkout says it is not set up

Your website has no Stripe keys in it yet. Stripe is the company that takes the card payment, and without its keys there is nothing to hand the money to.

Go to Plugins, then Store & Bookings, then Commerce, and click the Settings tab. It opens on Store. Click Stripe keys → at the top. That opens the box where your keys go. Connect Stripe walks through every box.

If that is not it, tell us.

A customer paid but no order appears

Stripe took the money, but it could not tell your website. Stripe sends that news through a webhook, a message from one website to another. If the webhook is missing or wrong, no order is made.

Go to Plugins, then Store & Bookings, then Commerce, and click the Settings tab. It opens on Store. Near the top, click View Stripe connection information to open it. If that line ends in needs attention, a warning box inside says what is wrong, such as This store has no Stripe webhook, so no order will ever be created. Follow what it says. See Connect Stripe.

The payment is safe in your Stripe account. Tell us the customer’s name and when they paid.

Messages from customers

I am not getting lead emails

The message itself is safe. It is in Plugins, then Forms & Leads, then Leads, whether the alert went out or not. A lead whose alert failed shows Not emailed.

Check your junk folder first, and mark anything you find there as not junk.

Then go to Plugins, then System, then Notifications, and click the Delivery log tab. It shows whether each alert went out, and why not. An Admin can also open the Destinations tab, and check that your email is there and switched on.

Email us with the date and time of a lead you got no alert about, and the address the emails should go to. See Notifications and Leads.

Getting things back, and getting in

I deleted something by mistake

If you used Move to Trash, it is still there. Trash is a junk drawer, not a shredder.

Open that list screen and click the Trash tab. Click the circular arrow on the row to restore it. It comes back as a draft, so publish it to put it back on your website. See Saving and publishing.

Delete Permanently is the other one, and it cannot be undone. Nothing brings that back, and neither can we.

If that is not it, tell us.

I cannot sign in

Try the other way in first. Click Sign in with email link, type the address your account was set up with, and click Send magic link. Then look in your inbox, and in your spam folder. Click the link in the email, then click Continue.

The link works once, and only for 15 minutes. An old link fails, so ask for a new one.

A passkey belongs to one device, so it will not be there on a borrowed laptop.

Still stuck? Stop, and email us. Tell us your website address, the email address on your account, and what the screen says, word for word. See Signing in.