# Jezweb Help — full content
Support: help@jezweb.net · 1300 024 766 · https://help.jezweb.com
---
# Set up your Jezweb email on iPhone or iPad
Category: Email · Updated: 2026-06-04 · https://help.jezweb.com/email/setup-email-iphone
This guide adds your Jezweb-hosted email address to the built-in **Mail** app on an
iPhone or iPad. You'll need the email address and password we sent you — if you can't
find them, [email us](mailto:help@jezweb.net) and we'll resend them securely.
## Watch the setup
## Your settings
These are the only details you'll type — everything else is just finding the right screen.
| Setting | Value |
|---|---|
| Incoming server (IMAP) | `ax.email` |
| Incoming port | `993` (SSL) |
| Outgoing server (SMTP) | `ax.email` |
| Outgoing port | `465` (SSL) |
| Username | your full email address |
| Password | your email password |
## The steps
> **On iOS 18 or newer?** Apple moved app settings — go to **Settings → Apps → Mail →
> Mail Accounts** instead of steps 1–3, then continue from step 4.
1. Open **Settings** from your home screen.
2. Tap **Mail**.
3. Tap **Accounts**.
4. Tap **Add Account**.
5. Choose **Other** from the list of providers.
6. Tap **Add Mail Account**, then enter your name, your full email address, your
password, and a description (like your business name). Tap **Next**.
7. Make sure **IMAP** is selected at the top. For both *Incoming Mail Server* and
*Outgoing Mail Server*, enter `ax.email` as the host name, and your full email
address and password as the username and password. Tap **Next**.
8. Wait for the ticks to appear, then tap **Save**.
9. Open the **Mail** app — your inbox will start filling in. On a busy mailbox the
first sync can take a few minutes.
## Sending not working?
If mail arrives but won't send, check the outgoing server: **Settings → Mail →
Accounts → your account → SMTP → ax.email**, and make sure **Use SSL** is on and the
port is **465**, with your full email address and password entered there too — the
outgoing server needs its own copy of your login.
---
# Set up your Jezweb email on Android
Category: Email · Updated: 2026-06-04 · https://help.jezweb.com/email/setup-email-android
This guide adds your Jezweb-hosted email address to Android using the Gmail app.
You'll need the email address and password we sent you — if you can't find them,
[email us](mailto:help@jezweb.net) and we'll resend them securely.
## Your settings
These are the only details you'll type — everything else is just finding the right screen.
| Setting | Value |
|---|---|
| Incoming server (IMAP) | `ax.email` |
| Incoming port | `993` (SSL) |
| Outgoing server (SMTP) | `ax.email` |
| Outgoing port | `465` (SSL) |
| Username | your full email address |
| Password | your email password |
## The steps
1. Open **Settings** on your device, then tap **Cloud and Accounts**.
2. Tap **Accounts**.
3. Tap **Add Account**, then choose **Personal (IMAP)** near the bottom of the screen.
4. Enter your full email address and tap **Next**.
5. Enter your email password and tap **Next**.
6. For *Incoming server settings*, enter:
- **Username:** your full email address
- **Password:** your email password
- **Server:** `ax.email`
Tap **Next**.
7. For *Outgoing server settings*, make sure **Require sign-in** is enabled, then enter:
- **Username:** your full email address
- **Password:** your email password
- **SMTP server:** `ax.email`
Tap **Next**.
8. Choose your sync preferences and tap **Next**.
9. Give the account a name (anything that helps you tell it apart from other accounts) and enter your display name for outgoing messages. Tap **Next**.
10. You're done. Open the **Gmail** app and your messages will start syncing — allow a few minutes for the first download before troubleshooting.
## Sending not working?
Check that **Require sign-in** is enabled on the outgoing server, and that the username and password are entered there too — the outgoing server needs its own copy of your login details.
---
# Set up your Jezweb email in Outlook on Windows
Category: Email · Updated: 2026-06-04 · https://help.jezweb.com/email/setup-email-outlook-windows
This guide covers **classic Outlook** (the desktop app installed from Microsoft 365 or
an older Office package). If you're on the newer Outlook experience, the flow is similar:
go to **Settings → Accounts → Add account** and follow the IMAP prompts from step 6 below.
You'll need the email address and password we sent you — if you can't find them,
[email us](mailto:help@jezweb.net) and we'll resend them securely.
## Watch the setup
## Your settings
| Setting | Value |
|---|---|
| Incoming server (IMAP) | `ax.email` |
| Incoming port | `993` (SSL/TLS) |
| Outgoing server (SMTP) | `ax.email` |
| Outgoing port | `465` (SSL/TLS) |
| Username | your full email address |
| Password | your email password |
## The steps
1. Type **Control Panel** in the Windows search bar and open it.
2. Click **View by** in the top right and select **Large icons**.
3. Click the **Mail (Microsoft Outlook)** icon.
4. The Mail Setup window opens. Click **Show Profiles**, then click **Add**.
5. Give the profile a name (anything will do) and click **OK**.
6. Select **Manual setup or additional server types** and click **Next**.
7. Select **POP or IMAP** and click **Next**.
8. Fill in the account details:
- **Your name:** the name shown on your outgoing emails
- **Email address:** your full email address
- **Account type:** IMAP
- **Incoming mail server:** `ax.email`
- **Outgoing mail server (SMTP):** `ax.email`
- **User name:** your full email address
- **Password:** your email password
9. Click **More Settings**, then go to the **Outgoing Server** tab and tick **My outgoing server (SMTP) requires authentication**.
10. Go to the **Advanced** tab and enter the port numbers:
- **Incoming server (IMAP):** `993`, encryption: **SSL/TLS**
- **Outgoing server (SMTP):** `465`, encryption: **SSL/TLS**
Click **OK**.
11. Back on the account form, click **Next**. Outlook will test the connection — both ticks should turn green. Click **Close**.
12. Untick **Set up Outlook Mobile on my phone** if prompted, then click **Finish**.
13. Open Outlook — your inbox will start filling in. Allow a few minutes for the first sync on a large mailbox.
## Connection test failed?
Double-check the port numbers and that both boxes are set to **SSL/TLS**. Also make sure the username on the outgoing server (step 9) matches your full email address — Outlook sometimes leaves it blank.
---
# Set up your Jezweb email in Outlook on Mac
Category: Email · Updated: 2026-06-04 · https://help.jezweb.com/email/setup-email-outlook-mac
This guide adds your Jezweb-hosted email address to **Outlook for Mac**. You'll need
the email address and password we sent you — if you can't find them,
[email us](mailto:help@jezweb.net) and we'll resend them securely.
## Your settings
| Setting | Value |
|---|---|
| Account type | IMAP |
| Incoming server | `ax.email` |
| Incoming port | `993` (SSL) |
| Outgoing server | `ax.email` |
| Outgoing port | `465` (SSL) |
| Username | your full email address |
| Password | your email password |
## The steps
1. Open Outlook. If you already have accounts set up, go to **Outlook → Preferences** from the menu bar. If this is a fresh install with no accounts yet, skip ahead to step 3.
2. Click **Accounts**.
3. Click **Add Email Account**.
4. Enter your email address and click **Continue**. Outlook may try to auto-detect the provider.
5. If Outlook selects Exchange automatically, click **Not Exchange** in the top right corner to switch the account type.
6. Select **IMAP/POP** at the bottom of the screen.
7. Fill in all the details:
- **Type:** IMAP
- **Email address:** your full email address
- **Username:** your full email address
- **Password:** your email password
- **Incoming server:** `ax.email` · Port: `993` · Use SSL: ticked
- **Outgoing server:** `ax.email` · Port: `465` · Use SSL: ticked
Click **Add Account**.
8. Click **Done**.
9. Your account is set up. Email will begin downloading — allow a few minutes on a busy mailbox before troubleshooting.
## Sending not working?
Make sure both the incoming and outgoing server are set to `ax.email` and that **Use SSL to connect** is ticked for both. The username must be your full email address on both servers.
---
# Set up your Jezweb email in Apple Mail on Mac
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/setup-email-apple-mail-mac
This guide adds your Jezweb-hosted email address to the built-in **Mail** app on a
Mac. You'll need your email address and password — if you can't find them,
[email us](mailto:help@jezweb.net) and we'll resend them securely.
## Your settings
| Setting | Value |
|---|---|
| Account type | IMAP |
| Incoming server | `ax.email` |
| Incoming port | `993` (SSL) |
| Outgoing server | `ax.email` |
| Outgoing port | `465` (SSL) |
| Username | your full email address |
| Password | your email password |
## The steps
1. Open **Mail** from your Dock or Applications folder.
2. In the menu bar, go to **Mail → Add Account** (or **File → Add Account** on older macOS versions).
3. Select **Other Mail Account…** from the list of providers and click **Continue**.
4. Enter your name, your full email address, and your email password. Click **Sign In**.
5. Apple Mail will try to configure the account automatically. It will likely fail to verify — that's normal. Look for fields to enter server details manually and enter `ax.email` for both the **Incoming Mail Server** and the **Outgoing Mail Server**.
6. Make sure **IMAP** is selected as the account type, then click **Sign In**.
7. Mail will ask which apps to use this account with. Tick **Mail** (and **Notes** if you'd like) and click **Done**.
8. Your inbox will appear in the Mail sidebar and start syncing. On a busy mailbox the first sync can take a few minutes.
## Sending not working?
If mail arrives but won't send, go to **Mail → Settings → Accounts**, select your account, click the **Server Settings** tab, and check the outgoing (SMTP) section. Make sure:
- **Host Name** is `ax.email`
- **Use TLS/SSL** is ticked
- **Port** is `465`
- Your **username** (full email address) and **password** are filled in
The outgoing server stores its own login details separately from the incoming server.
---
# Check your email anywhere with webmail
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/use-webmail
If you're away from your usual device — or just want to check email quickly without
setting up an app — you can log in to webmail from any browser.
## How to log in
1. Open a web browser and go to **[ax.email](https://ax.email)**.
2. Enter your full email address as the username and your email password.
3. Click **Log in**.
Your inbox will load and you can read, send, and manage your email just as you would in
an app. The icons down the left edge also give you a **calendar, tasks, notes and
contacts** — all part of your mailbox.
## Your login details
| Field | Value |
|---|---|
| Webmail address | `ax.email` |
| Username | your full email address |
| Password | your email password |
If you've forgotten your password, [contact us](mailto:help@jezweb.net) and we'll
reset it for you.
## Useful things you can do in webmail
We have step-by-step guides for the most common tasks:
- [Set an out-of-office reply](/email/ax-email-out-of-office)
- [Forward your email to another address](/email/ax-email-forwarding)
- [Change your email password](/email/ax-email-change-password)
## Logging out
Always click the **cog icon** at the bottom left and choose **Log out** when you're
done, especially on a shared or public computer.
## Watch: common webmail tasks
## Watch: change your password
---
# Set an out-of-office reply
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/ax-email-out-of-office
Heading away? You can set up an automatic reply that tells anyone who emails you
that you're out of office. Axigen calls this the **out-of-office auto-responder**
(sometimes called a vacation reply). You set it once, and it does the rest.
## Set it up
1. Open a web browser and go to **[ax.email](https://ax.email)**. Log in with
your full email address and your email password. (New to webmail? See
[Check your email anywhere with webmail](/email/use-webmail).)
2. Click the **cog icon** at the very bottom left of the screen, then click
**Settings** at the bottom of the little menu that pops up.
One thing not to be surprised by: the Settings window appears **dark**, even
if your webmail is in light mode. That's just how it looks — nothing is wrong.
3. On the **General** tab, look to the right-hand column for
**Out-of-office auto-responder**.
4. Tick **Enable out-of-office auto-responder**.
5. Set your **Start** and **End** dates. They default to "Now" and "Never" — if
you choose an end date, the reply switches off by itself and you don't have
to remember to turn it off.
6. Type a **Subject** (for example *"Out of office"*) and your message in the
**Body** — for example: *"Thanks for your email. I'm away until Monday and
will reply when I'm back."*
7. Click **Save & close** at the bottom of the Settings window.
That's it. Anyone who emails you while it's on gets your reply automatically.
## Remember to turn it off
If you set an end date in step 5, the reply turns itself off — nothing more to do.
If you left the end as "Never", turn it off manually when you're back:
1. Open **Settings** → **General** again.
2. Untick **Enable out-of-office auto-responder**.
3. Click **Save & close**.
## Can't find the setting?
The exact wording can vary slightly between webmail versions (this guide matches
Axigen 10.6). If you can't spot it, [contact us](mailto:help@jezweb.net) or
call **1300 024 766** and we'll walk you through it.
---
Still on the old Rackspace platform? Use the separate guide:
[Set an out-of-office reply in Rackspace webmail](/email/rackspace-out-of-office).
---
# Fix the most common email problems
Category: Email · Updated: 2026-06-04 · https://help.jezweb.com/email/fix-common-email-problems
Most email problems fall into a handful of categories. Here's how to recognise and
deal with each one.
## Spam and unwanted email
Spam is unsolicited bulk email — advertisements, scams, phishing attempts. It's
annoying but manageable.
**What to do:**
- Use your email app's spam or junk filter — most flag obvious spam automatically.
- Don't click links or open attachments in emails you weren't expecting.
- Keep your device's antivirus software up to date.
- If you receive a scam email, you can report it to the [Australian Communications and Media Authority (ACMA)](https://www.acma.gov.au/report-spam).
## Security threats
The main threats to watch for:
- **Phishing** — emails that look like they're from a bank, courier, or trusted service but are designed to steal your login or payment details. When in doubt, go directly to the company's website rather than clicking the link in the email.
- **Malware** — attachments or links that install harmful software. Never open an attachment from someone you don't recognise.
- **Account hacking** — if someone gains access to your email, they can read your messages and send email as you.
**Steps to protect yourself:**
- Use a strong, unique password for your email account — don't reuse it on other sites.
- Keep antivirus software up to date.
- If you suspect your account has been accessed by someone else, [contact us](mailto:help@jezweb.net) straight away and we'll help you secure it.
## Configuration and setup problems
If email isn't arriving, won't send, or your app keeps asking for a password, the
settings are usually the culprit.
**Check these first:**
- Incoming server: `ax.email`, port `993`, SSL on
- Outgoing server: `ax.email`, port `465`, SSL on
- Username: your full email address (not just the part before the @)
- Password: your email password (not your website or billing password)
See the setup guides for your device:
- [iPhone or iPad](/help/setup-email-iphone)
- [Android](/help/setup-email-android)
- [Outlook on Windows](/help/setup-email-outlook-windows)
- [Outlook on Mac](/help/setup-email-outlook-mac)
If you can't get in at all, try logging in at [ax.email](https://ax.email) in a browser
first — if that works, the settings in your app are the problem. If it doesn't work
there either, your password may need to be reset.
## Storage and full mailbox
If your mailbox is full, new messages will bounce back to the sender.
**What to do:**
- Delete emails you no longer need, especially those with large attachments.
- Empty your Trash folder — deleted emails often sit there and still count toward your quota.
- If you regularly need more storage, [contact us](mailto:help@jezweb.net) and we can look at increasing your limit.
For important emails, consider saving attachments to your computer or cloud storage so
you can delete the email itself.
## Still stuck?
If none of the above fixes the problem, [email us](mailto:help@jezweb.net) or call
**1300 024 766** and we'll work through it with you.
---
# Set up your Jezweb email in Mozilla Thunderbird
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/setup-email-thunderbird
This guide adds your Jezweb-hosted email address to **Mozilla Thunderbird**
on Windows or Mac. You'll need your email address and password — if you can't
find them, [email us](mailto:help@jezweb.net) and we'll resend them securely.
Thunderbird is free and available at [thunderbird.net](https://www.thunderbird.net).
## Your settings
| Setting | Value |
|---|---|
| Protocol | IMAP |
| Incoming server | `ax.email` |
| Incoming port | `993` |
| Incoming security | SSL/TLS |
| Outgoing server | `ax.email` |
| Outgoing port | `465` |
| Outgoing security | SSL/TLS |
| Username | your full email address |
| Authentication | Normal password |
## The steps
1. Open **Thunderbird**. If this is your first time, the account setup screen
opens automatically. Otherwise, go to **File → New → Existing Mail Account**.
2. Enter your name, your full email address, and your email password.
Click **Continue**.
3. Thunderbird will search for your mail settings automatically. It may find
some settings but the ports or security settings may be wrong. Click
**Manual config** to enter them yourself.
4. In the manual config screen, set:
- **Account type:** IMAP
- **Incoming server:** `ax.email`, port `993`, security `SSL/TLS`
- **Outgoing server:** `ax.email`, port `465`, security `SSL/TLS`
- **Username (both):** your full email address
- **Authentication:** Normal password
5. Click **Re-test** to confirm Thunderbird can connect, then click **Done**.
6. Your inbox will appear in the left panel. Thunderbird may ask you to confirm
a security certificate — click **Accept** or **Confirm** to proceed.
## Sending not working?
If mail arrives but won't send, go to **Tools → Account Settings → Outgoing
Server (SMTP)**, select the `ax.email` server, and click **Edit**. Check that
**Port** is `465` and **Connection security** is `SSL/TLS`, with your full
email address in the **User Name** field.
---
# Forward your email to another address
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/ax-email-forwarding
Forwarding sends your incoming email on to another address automatically — handy
if you'd rather read everything in one place, like your Gmail or another work
account. In Axigen webmail you set this up with a **filter**.
## Set up forwarding
1. Open a web browser and go to **[ax.email](https://ax.email)**. Log in with
your full email address and your email password. (New to webmail? See
[Check your email anywhere with webmail](/email/use-webmail).)
2. Click the **cog icon** at the very bottom left of the screen, then click
**Settings** at the bottom of the little menu that pops up. (The Settings
window appears dark even in light mode — that's normal.)
3. Open the **Filters** tab and click **Add filter**.
4. Give the filter a **name** so you'll recognise it later (for example,
*Forward to Gmail*), and leave **Apply filter for** set to
**all incoming emails** (don't add conditions unless you only want to
forward certain messages).
5. Continue to the **actions** step. Choose **Forward to** and type the email
address you want your mail sent to.
6. Save the filter, then click **Save & close** on the Settings window.
From now on, new emails that arrive will be forwarded to that address.
## Keep a copy in your Jezweb mailbox
A plain **Forward to** action passes mail along — but you'll usually want to
keep a copy in your own mailbox too, so nothing's lost if there's ever an issue
at the other end.
To keep a copy, add a second action in the same filter: choose **Copy to** and
select your **Inbox**. The filter then reads "copy them to the Inbox folder" as
well as forwarding — your copy stays put, and the forward goes out.
## Stop forwarding
Go back to **Settings** → **Filters**, and either untick the filter's **Status**
box (turns it off, keeps it for later) or click its bin icon to delete it. Then
**Save & close**.
## A note on forwarding to Gmail, Outlook and others
Forwarding to big providers like Gmail or Outlook can occasionally cause your
forwarded mail to land in spam, or be slowed down, because of the way those
providers check who really sent the message. If you set up forwarding and find
mail going missing or landing in junk, [contact us](mailto:help@jezweb.net) or
call **1300 024 766** — we can check the settings and help make forwarding more
reliable.
## Can't find the setting?
The exact wording can vary slightly between webmail versions. If you can't find
the Filters option under Settings, [get in touch](mailto:help@jezweb.net) and
we'll set the forward up for you.
---
Still on the old Rackspace platform? Use the separate guide:
[Set up email forwarding in Rackspace webmail](/email/rackspace-email-forwarding).
---
# Protect your inbox from spam and scams
Category: Email · Updated: 2026-06-04 · https://help.jezweb.com/email/protect-your-inbox
Spam and scam emails are a daily reality for most business owners. You can't
stop them completely, but you can reduce how many get through and spot the
dangerous ones before clicking anything.
## Reduce the spam coming in
Most spam arrives because your address was harvested from a website, sold by
a data broker, or leaked in a breach. A few habits keep it manageable:
- **Don't publish your email address as plain text on your website.** Use a
contact form instead.
- **Uncheck marketing boxes** when you sign up for things online — they're
often pre-ticked.
- **Read the fine print** on competitions or giveaways before entering.
- **Don't reply to spam.** Replying confirms your address is active and
usually results in more, not less.
Your email software also has tools to help: spam filters, blocked sender
lists, and safe sender (allowlist) settings. Most work out of the box, but
if a legitimate email keeps landing in junk, add that sender to your safe
senders list.
## Spot a scam email
Scam emails are designed to look urgent and official. Watch for:
- **Urgency and threats.** "Act within 24 hours or your account will be
closed" is a pressure tactic, not a real deadline.
- **Unexpected requests for money or passwords.** No bank, government agency,
or reputable business will ask for your password by email.
- **Mismatched sender addresses.** The name might say "ANZ Bank" but the
actual address is something like `info@random-domain.net`. Always check
the full address.
- **Links that don't match.** Hover over a link before clicking — if the
address shown doesn't match the sender's website, don't click it.
- **Poor grammar and spelling.** Scam emails frequently contain errors that
a real business would not send.
- **Requests for gift cards.** Any request to pay via iTunes or Google Play
gift cards is a scam, every time.
## Common scam types to know
**Invoice scams** — a fake invoice arrives, often made to look like it's
from a supplier you use. Always verify unexpected invoices by phone before
paying.
**Phishing** — an email pretends to be your bank, the ATO, Australia Post,
or a similar trusted body and asks you to click a link and enter your
details. Go directly to the website instead of clicking the link.
**CEO fraud** — an email appears to come from your boss or business owner
asking you to transfer money urgently. Call them directly to confirm before
doing anything.
**Domain renewal scams** — an email claims your domain is about to expire
and asks you to pay a "renewal" to an unrelated company. Check with us
first — we manage your domain renewals.
## What to do when you get a suspicious email
1. Don't click any links or open attachments.
2. Don't reply — even to unsubscribe, if it looks suspicious.
3. Mark it as spam in your email client so the filter learns.
4. If it looks like it's from a real organisation (your bank, the ATO),
go to their website directly or call their official number to check.
5. Delete it.
If you think a scam email slipped through and you clicked something or
entered details, contact us straight away — [help@jezweb.net](mailto:help@jezweb.net)
or 1300 024 766. The sooner we know, the more we can do.
---
# Change your email password
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/ax-email-change-password
If you think your password may have been seen by someone else, or you just want a
stronger one, you can change your email password yourself from webmail.
## Change your password
1. Open a web browser and go to **[ax.email](https://ax.email)**. Log in with
your full email address and your current email password. (New to webmail? See
[Check your email anywhere with webmail](/email/use-webmail).)
2. Click the **cog icon** at the very bottom left of the screen, then click
**Settings** at the bottom of the little menu that pops up. (The Settings
window appears dark even in light mode — that's normal.)
3. On the **General** tab, find the **Password change** section and click
**Change**.
4. In the dialog, enter your current **Password**, then your **New password**,
and **Retype new password** to confirm.
5. Click **Save**.
Choose a strong password you don't use anywhere else — longer is better. A
[password manager](/security/use-a-password-manager) makes this easy: it creates
a strong password and remembers it for you, so you never have to.
## Important: update your password on your devices
Webmail will keep working straight away with the new password. But any mail app
already set up on your phone or computer is still using the **old** password — so
it will stop sending or receiving and prompt you to sign in again.
When that happens, enter your **new** password in the app. If it doesn't prompt
you, open the account settings in your mail app and update the password there. Our
device guides show where to find it:
- [iPhone or iPad](/email/setup-email-iphone)
- [Android](/email/setup-email-android)
- [Apple Mail (Mac)](/email/setup-email-apple-mail-mac)
- [Outlook (Windows)](/email/setup-email-outlook-windows)
- [Outlook (Mac)](/email/setup-email-outlook-mac)
- [Thunderbird](/email/setup-email-thunderbird)
If you use email on more than one device, remember to update the password on each
of them.
## Can't find the setting, or forgotten your password?
The exact wording can vary slightly between webmail versions. If you can't find
the Password Change option under Settings — or you can't log in because you've
forgotten your password — [contact us](mailto:help@jezweb.net) or call
**1300 024 766** and we'll reset it for you.
---
Still on the old Rackspace platform? Your email lives in a different webmail, so
some of these steps won't match — [get in touch](mailto:help@jezweb.net) and
we'll help you change your password.
---
# What happens to your email when you sell your business
Category: Email · Updated: 2026-06-04 · https://help.jezweb.com/email/email-when-selling-a-business
When a business is sold, the new owner typically takes over the domain name
and hosting — and that includes all the email addresses that go with it. If
your personal life has been mixed into your business inbox, that's a problem
worth sorting out well before settlement day.
## What the buyer gets
When a business changes hands, the buyer usually receives:
- The domain name (e.g. `yourbusiness.com.au`)
- Web hosting and the website
- All email addresses on that domain
If you've been using `yourname@yourbusiness.com.au` for personal emails,
social accounts, banking, and contacts over the years, the new owner will
have access to all of that. Migrating away can take months or even years if
you haven't started early.
## Separate personal and business emails now
The best time to start is before you have any plans to sell. Keep personal
correspondence — family, friends, your own finances, your own subscriptions —
in an address that belongs to you personally, not the business.
If you haven't done this yet, start the process now:
1. Identify the personal accounts and contacts in your business inbox.
2. Update those contacts with a new personal address.
3. Change the email address on personal online accounts (banking, social
media, subscriptions) to your new address.
## Your options for a personal email address
**A free account (Gmail, Outlook.com)** is fine for most people. Both have
plenty of storage and work on any device. The downside is you get no support
if something goes wrong, and you're tied to a shared domain.
**A paid account with your own domain** gives you an address like
`yourname@smith.net.au` that nobody can take from you — it follows you
regardless of any business you own or work for. Register a domain in your
own name, not the business's, and host email separately. This is worth doing
if you deal with clients or suppliers in your own right.
## Make it clear in the contract
If you want to retain use of your business email address for a period after
the sale, or take any email data with you, get that written into the sale
contract. Don't assume the buyer will be flexible once the sale is done.
## We can help
If you'd like to set up a personal email address on your own domain, or you
need help migrating contacts and email history before a sale,
[email us](mailto:help@jezweb.net) or call 1300 024 766 and we'll work
out the best approach for your situation.
---
# Add an email signature
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/ax-email-signature
A signature is the little block of text that goes at the bottom of your emails —
usually your name, business name and a phone number. Set it up once and webmail
can add it to your messages so you don't have to retype it every time. It's a
quick way to look professional and make it easy for people to get back to you.
## Set up a signature
1. Open a web browser and go to **[ax.email](https://ax.email)**. Log in with
your full email address and your email password. (New to webmail? See
[Check your email anywhere with webmail](/email/use-webmail).)
2. Click the **cog icon** at the very bottom left of the screen, then click
**Settings** at the bottom of the little menu that pops up. (The Settings
window appears dark even in light mode — that's normal.)
3. On the **General** tab, find the **Signatures** section and click
**Add signature**.
4. In the **Add signature** dialog, type a name for the signature in the
**Enter signature name** box — this is just a label so you can recognise it
later (for example, *Main signature*).
5. Type the signature itself in the **Signature body** box. This is a rich-text
editor, so you can make text bold, change the size or colour, add a link, and
use lists. A simple signature might be:
> Jane Smith
> Smith & Co
> 02 4900 0000
6. Click **Add** to save it (or **Cancel** to back out without saving).
## Check it appears on new messages
Once saved, your signature should be added when you write a new message. The
quickest way to be sure is to start a new email and look at the bottom — if your
signature is there, you're set.
If it doesn't appear automatically, there may be a separate setting that controls
which signature is used by default. Have a look around the **Signatures** section
on the General tab, and if you can't spot it, get in touch and we'll sort it out.
## Need a hand?
The exact wording can vary slightly between webmail versions. If you can't find
the Signatures option, or your signature isn't showing up where you expect,
[contact us](mailto:help@jezweb.net) or call **1300 024 766** and we'll help.
---
# Set an out-of-office reply in Rackspace webmail
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/rackspace-out-of-office
> **Note:** Rackspace email is being phased out for Jezweb clients. If you'd like
> to move to our current email platform sooner, [contact us](mailto:help@jezweb.net).
This guide is for clients whose email is still hosted on Rackspace. To set an
out-of-office reply, use **Rackspace Webmail** at
[apps.rackspace.com](https://apps.rackspace.com).
## The steps
1. Go to [apps.rackspace.com](https://apps.rackspace.com) and sign in with your
full email address and password.
2. Click the **Settings** icon (gear icon, top right of the screen).
3. Select **Incoming Email** from the left menu, then click **Auto-Reply**.
4. Tick **Enable auto-reply**.
5. Enter a **Start date** and **End date** for your away period.
6. Type your out-of-office message in the **Reply message** box.
7. Click **Save**.
Rackspace will automatically send your message to anyone who emails you during
the dates you set. Each sender only receives the reply once per day.
## Turning it off early
Follow the same steps above, untick **Enable auto-reply**, and click **Save**.
---
# Stop good mail going to spam (and block senders)
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/ax-email-spam-settings
If a supplier's or customer's emails keep landing in your Spam folder, you can
tell webmail to always trust them. And if someone keeps bothering you, you can
block them so you never see their mail again. Both are done from the **AntiSpam**
settings.
## Always trust a sender (whitelist)
The whitelist is your list of "always let these through" addresses — the fix for
*"my supplier's emails keep going to junk"*.
1. Open a web browser and go to **[ax.email](https://ax.email)** and log in.
2. Click the **cog icon** at the very bottom left, then click **Settings**. (The
Settings window appears dark even in light mode — that's normal.)
3. Open the **AntiSpam** tab.
4. Next to **Whitelist**, click **Manage** and add the email address you want to
always trust. Save when you're done.
From then on, mail from that address should arrive in your inbox normally.
## Block a sender (blacklist)
The blacklist is the opposite — mail from these addresses is treated as unwanted.
1. On the same **AntiSpam** tab, click **Manage** next to **Blacklist**.
2. Add the email address you want to block, then save.
## Check your Spam folder now and then
No spam filter is perfect, so it's worth glancing in your **Spam** folder every
so often in case a real email landed there by mistake. If you find one, you can
move it back to your inbox and add the sender to your whitelist so it doesn't
happen again. For more on this, see
[Stop spam and protect your inbox](/email/protect-your-inbox).
## Please don't move the spam sliders
The AntiSpam tab also has two **Spam threshold** sliders ("Move to Spam..." and
"Delete all messages..."). These control how aggressive the spam filter is —
turning them up can start eating real emails, including ones you wanted. We'd
recommend leaving these alone. If you're getting too much spam, or losing real
mail, [contact us](mailto:help@jezweb.net) or call **1300 024 766** and we'll
tune the settings safely for you.
If you're getting scam or phishing emails, see
[Report spam and scams](/security/report-spam-and-scams).
---
# Set up email forwarding in Rackspace webmail
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/rackspace-email-forwarding
> **Note:** Rackspace email is being phased out for Jezweb clients. If you'd like
> to move to our current email platform sooner, [contact us](mailto:help@jezweb.net).
This guide is for clients whose email is still hosted on Rackspace. Forwarding
sends a copy (or all copies) of your incoming mail to another email address.
## The steps
1. Go to [apps.rackspace.com](https://apps.rackspace.com) and sign in with your
full email address and password.
2. Click the **Settings** icon (gear icon, top right of the screen).
3. Select **Incoming Email** from the left menu, then click **Auto-Forward**.
4. Enter the email address you want to forward to in the **Forward to** field.
5. Choose whether to **Keep a copy** of messages in this mailbox — tick this
unless you only want mail to go to the forwarding address.
6. Click **Save**.
All new incoming messages will now be forwarded to the address you entered.
## Stopping the forward
Follow the same steps, clear the **Forward to** field, and click **Save**.
---
# Sort incoming email automatically with filters
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/ax-email-filters
A filter is a rule that webmail runs on your incoming email for you. The classic
example is newsletters: instead of them cluttering your inbox, a filter can drop
every newsletter straight into its own folder, so your inbox stays for the mail
that actually needs you. Filters can also mark, star, copy or forward messages.
## Create a filter (newsletters example)
1. Open a web browser, go to **[ax.email](https://ax.email)** and log in.
2. Click the **cog icon** at the very bottom left, then click **Settings**. (The
Settings window appears dark even in light mode — that's normal.)
3. Open the **Filters** tab. This is your list of Message Filters. Click
**Add filter** at the top right.
4. **Step 1 — name and conditions.** Give the filter a **name** you'll recognise
later (for example, *Newsletters*). Under **Conditions**, click **+ Add** to
set what to match — say, the sender's address or a word in the subject.
The **Apply filter for** dropdown decides how widely it runs. Leave it on
**all incoming emails** to match everything, or use it together with your
conditions to target just certain messages. When you're ready, click **Next**.
5. **Step 2 — actions.** Choose what should happen to matching mail. The actions
include:
- **Move to** — send it to a folder (this is the one for tidying newsletters)
- **Copy to** — keep it where it is and drop a copy in another folder
- **Mark as** — mark it read, or similar
- **Star** — star it so it stands out
- **Forward to** — send it on to another address
For the newsletter example, pick **Move to** and choose (or create) a folder
like *Newsletters*.
6. Save the filter, then click **Save & close** on the Settings window.
New mail that matches will now be sorted automatically.
## Conditions vs all incoming mail
If you set **conditions** (like "from this sender"), the filter only acts on mail
that matches them. If you leave it on **all incoming emails** with no conditions,
it acts on everything that arrives — useful for a blanket rule like forwarding,
but be careful with "Move to" so you don't sweep your whole inbox into a folder.
## Turn a filter off (without deleting it)
Each filter has a **Status** tick in the list. Untick it to switch the filter off
while keeping it for later — handy if you only want it running some of the time.
To remove a filter for good, use its bin icon instead. Either way, click
**Save & close** afterwards.
## Forwarding is just a filter
Want a copy of your mail sent to another address, like a Gmail account? That's a
filter with a **Forward to** action — see
[Forward your email to another address](/email/ax-email-forwarding) for the
step-by-step.
## Can't find the setting?
The exact wording can vary slightly between webmail versions. If you'd rather we
set a filter up for you, [contact us](mailto:help@jezweb.net) or call
**1300 024 766**.
---
# Common settings in Rackspace webmail
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/rackspace-webmail-settings
> **Note:** Rackspace email is being phased out for Jezweb clients. If you'd like
> to move to our current email platform sooner, [contact us](mailto:help@jezweb.net).
This guide is for clients whose email is still hosted on Rackspace. Log in at
[apps.rackspace.com](https://apps.rackspace.com) and click the **Settings** icon
(gear icon, top right) to reach all the options below.
## Change your display name
1. Click **Settings** → **General Settings** → **Display Name**.
2. Update the name and click **Save**.
This is the name recipients see in their inbox.
## Change your time zone
1. Click **Settings** → **General Settings** → **Language & Date & Time**.
2. Choose your time zone from the dropdown — select **Australia/Sydney**
(or your closest Australian city).
3. Click **Save**.
If emails are showing the wrong sent/received time, an incorrect time zone is
usually the cause.
## Add an email signature
1. Click **Settings** → **General Settings** → **Composing Email** → **Signatures**.
2. Click **Add Signature**, give it a name, and type your signature in the text box.
3. Tick **Set as default signature** if you want it to appear automatically on new emails.
4. Click **Save**.
## Change your password
1. Click on your name or email address at the top right.
2. Select **Change Password**.
3. Enter your current password, then your new password twice, and click **Save**.
If you've forgotten your password entirely, [contact us](mailto:help@jezweb.net)
and we'll reset it for you.
---
# Webmail layout, dark mode and display settings
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/ax-email-display-settings
Webmail can be set up to suit how you like to work — where the reading pane sits,
light or dark mode, your language and timezone, and more. The two most popular
tweaks (reading pane and dark mode) take just a click from the quick menu; the
rest live in the full Interface settings.
## The fast way: the quick menu
1. Open **[ax.email](https://ax.email)** and log in.
2. Click the **cog icon** at the very bottom left of the screen. A small menu
pops up — this is the fastest path to the everyday display options, without
opening the full Settings window.
3. From here you can change:
- **Reading pane** — where the open message shows: **Right**, **Bottom**, or
**No reading pane** (so messages open on their own instead).
- **Display density** — **More space** (roomier) or **More content** (fits
more on screen).
- **Theme** — pick from the colour dots.
- **Dark mode** — **Light**, **Auto**, or **Dark**.
The menu also shows how much of your mailbox you're using, and has **Settings**
and **Log out** links at the bottom.
## Light, dark, or automatic
Under **Dark mode** you have three choices:
- **Light** — the bright, normal look.
- **Dark** — a dark look, easier on the eyes at night.
- **Auto** — follows your device. If your phone or computer switches to dark mode
in the evening, webmail follows along by itself.
One thing not to be surprised by: even when the app is set to **Light**, the full
**Settings** window opens **dark**. That's just how this version of webmail looks
— nothing is wrong.
## More options in Interface settings
For the rest, open the **cog menu → Settings**, then go to the **Interface** tab.
Here you'll find:
- **Appearance** — overall look (with a **Configure** button for more).
- **Localization** — your **Language**, **Time zone**, **Date format**,
**Time format**, week start day and working hours.
- **Preferences** — handy on/off options, such as whether deleted items go to
Trash and whether messages are marked read automatically.
- **Message composing** — settings for writing messages (with its own
**Configure** button).
When you've made changes, click **Save & close** on the Settings window.
## Wrong times on your emails?
If the times shown on your emails look out, check the **Time zone** under
**Localization**. There's an **Automatically update my time zone** tick that
keeps it matched to where you are — or you can set it manually (for most of us
that's *Australia/Sydney*).
## Need a hand?
If you can't find an option, or want webmail set up a particular way,
[contact us](mailto:help@jezweb.net) or call **1300 024 766**.
---
# Webmail keyboard shortcuts
Category: Email · Updated: 2026-06-05 · https://help.jezweb.com/email/ax-email-keyboard-shortcuts
If you spend a lot of time in webmail, a few keyboard shortcuts can speed things
up — reply, forward, send and archive without reaching for the mouse. You don't
need to learn them all; even one or two of the common ones saves time every day.
## Where to find them in webmail
The full list lives inside webmail itself: open the **cog menu → Settings**, then
go to the **Info** tab. Underneath the version details you'll see a **Shortcuts**
table you can scroll through.
## Common shortcuts
These are the ones most people reach for. The shortcuts shown use **Cmd** (the
⌘ key on a Mac).
| Shortcut | Does this |
| --- | --- |
| Cmd + R | Reply to message |
| Cmd + Shift + R | Reply to all recipients |
| Cmd + Shift + F | Forward message |
| Cmd + Enter | Send email |
| Cmd + E | Move to Archive |
| Cmd + J | Mark as Spam |
| Cmd + Shift + J | Mark as Not Spam |
| Cmd + Q | Mark as read |
| Cmd + S | Save the item you're working on |
| Cmd + P | Print |
| Backspace | Delete the selected item |
| Esc | Close the current dialogue or message |
| F2 | Quick edit (used in the tasks list) |
Reply, forward and the "mark as" shortcuts work from your message list while
you're in the mail section. Send works while you're writing a message.
## Can't get one to work?
Make sure you've clicked into the mail list or the message first — some shortcuts
only work in the right spot (the Info tab lists where each one applies). If you'd
like a hand, [contact us](mailto:help@jezweb.net) or call **1300 024 766**.
---
# Log in to your WordPress website
Category: WordPress · Updated: 2026-07-20 · https://help.jezweb.com/wordpress/log-in-to-your-website
Your website's admin area is where all the editing happens. You reach it by adding
`/wp-admin` to the end of your website address — for example, `yoursite.com.au/wp-admin`.
> **Seeing Google / Microsoft / GitHub buttons instead of a password box?** Your site
> uses our newer one-click sign-in — see
> [Sign in with Google, Microsoft or GitHub](/wordpress/sign-in-with-google-microsoft-github/).
## Your login details
You'll need:
- **Username** — usually your first name or email address
- **Password** — the one we sent you when the site launched
If you can't find them, [email us](mailto:help@jezweb.net) or call **1300 024 766** and
we'll reset them for you.
## The steps
1. In your browser, go to `yoursite.com.au/wp-admin` (replace with your actual domain).
2. Type your username and password, then click **Log In**.
3. You'll land on the WordPress dashboard — the starting point for all editing.
> **Jezweb clients:** We can also send you a one-click login link that skips the password
> screen entirely. Just ask us and we'll send one to your email address.
## Forgot your password?
On the login screen, click **Lost your password?** below the login button. Enter your
email address and WordPress will send a reset link within a minute or two. Check your
spam folder if it doesn't arrive.
## Staying logged in
Tick **Remember Me** before clicking Log In and WordPress will keep you logged in for
14 days on that device — handy if you're on your own computer.
## Locked out?
If the login page won't load or you're seeing an error, [contact us](mailto:help@jezweb.net)
and we'll sort it out. Never try to edit files directly via FTP to fix a login issue —
you can make things worse.
---
# Sign in with Google, Microsoft or GitHub
Category: WordPress · Updated: 2026-07-20 · https://help.jezweb.com/wordpress/sign-in-with-google-microsoft-github
If your website's login page has grown **Sign in with Google**, **Sign in with Microsoft**
and **Sign in with GitHub** buttons — possibly with the old username and password boxes
gone entirely — nothing is wrong. Your site has been upgraded to Jezweb's single sign-on.
## What changed, and why
Passwords are the weakest part of any WordPress site: they get forgotten, reused and
stolen. Single sign-on replaces them. Instead of typing a password into your website,
you click one button and sign in with an account you already have — Google, Microsoft
or GitHub — and they confirm it's really you.
You get one less password to manage, and your site loses its most attacked door. On
some sites we leave the password boxes visible alongside the buttons; on others,
password login is switched off entirely and only the buttons remain.
## How to sign in
1. Go to your login page as usual — `yoursite.com.au/wp-admin`.
2. Click the button for the service where you have an account **with the same email
address your website login uses**. That's the important part: the email addresses
must match. If your website account is `jo@yourbusiness.com.au`, sign in with the
Google, Microsoft or GitHub account that uses `jo@yourbusiness.com.au`.
3. Approve the sign-in when the service asks, and you'll land in your WordPress
dashboard as normal.
The first time takes a few clicks; after that it's usually one.
## "I don't have an account with any of those"
You don't need a Gmail or Outlook *address* — you need an account, and both Microsoft
and GitHub let you create one for free **using the email address you already have**.
Sign up with your normal business email, verify it, and then use that button to log in.
If your business email runs on Google Workspace or Microsoft 365, you already have the
matching account — use that button.
## If it won't let you in
- **"Access denied" or it bounces you back to the login page** — the email on the
account you picked doesn't match the email on your website login. Check which email
address your WordPress account uses and sign in with a matching account.
- **You're not sure which email your website account uses** — contact us and we'll
check it for you in a minute.
- **You need password login back for a specific reason** — talk to us; sign-in
settings are per-site and we can adjust them.
---
# Your WordPress dashboard
Category: WordPress · Updated: 2026-06-05 · https://help.jezweb.com/wordpress/your-wordpress-dashboard
When you log in, you land on the **Dashboard**. Think of it as your site's control room.
## What you see
The dark panel on the left is the **admin menu** — everything you need is in there. The
main area shows at-a-glance info: recent comments, quick links to add content, and any
plugin notices.
You can dismiss the "Welcome to WordPress" panel by clicking the **Dismiss** button in
its top-right corner. It doesn't come back.
## The admin menu
Here's what each section does:
| Menu item | What it's for |
|---|---|
| **Dashboard** | The home screen — news and at-a-glance info |
| **Posts** | Blog posts (news, articles) |
| **Media** | Your image and file library |
| **Pages** | Your website's main pages (About, Contact, etc.) |
| **Comments** | Manage visitor comments if you have a blog |
| **Appearance** | Theme, menus, and site editor |
| **Plugins** | Installed plugins — we manage these for you |
| **Users** | Login accounts for staff |
| **Settings** | Site title, timezone, and other configuration |
## What to leave alone
As a day-to-day maintainer, you'll mostly use **Posts**, **Pages**, and **Media**.
The sections below are managed by Jezweb — changing them without guidance can break your
site or affect search-engine rankings:
- **Plugins** — we handle updates and additions
- **Appearance → Theme** — your design is set and tested
- **Settings → Permalinks** — changing this breaks all your URLs
If you need something changed in those areas, [get in touch](mailto:help@jezweb.net) and
we'll do it safely.
---
# Edit text on a page
Category: WordPress · Updated: 2026-06-05 · https://help.jezweb.com/wordpress/edit-text-on-a-page
Changing text on a page takes about a minute once you know where everything is.
## The steps
1. In the admin menu, click **Pages**.
2. Find the page you want to edit. Hover over its title — a row of links appears underneath.
Click **Edit**.
3. The block editor opens. Click on the paragraph or heading you want to change — a
toolbar pops up above it. Make your edits directly in the text.
4. When you're happy with the changes, click **Save** in the top-right corner.
The button label changes from **Save** to **Saved** once WordPress has stored your
changes. The live page updates immediately.
## Tips
- To undo a change before saving, press **Ctrl+Z** (Windows) or **Cmd+Z** (Mac).
- If you accidentally save something wrong, see
[Undo mistakes with revisions](/undo-mistakes-revisions) to restore an earlier version.
- **Quick Edit** (from the hover menu) lets you change the title and other settings
without opening the full editor — handy for small label fixes.
## Didn't save correctly?
If the Save button spins but never finishes, try refreshing the page and checking
whether your change appeared. If it looks like the page reverted, [let us know](mailto:help@jezweb.net)
and we'll investigate.
---
# Add or change images
Category: WordPress · Updated: 2026-06-05 · https://help.jezweb.com/wordpress/add-or-change-images
All the images on your site live in the **Media Library**. You can upload new ones there
at any time, and swap existing images directly in the page editor.
## Upload an image to the Media Library
1. In the admin menu, click **Media**.
2. Click **Add New Media File** and choose a file from your computer, or drag an image
straight onto the page.
3. WordPress uploads it and adds it to your library. It's now available to use anywhere
on the site.
## Replace an image on a page
1. Open the page in the block editor (see [Edit text on a page](/edit-text-on-a-page)).
2. Click on the image you want to replace. The block toolbar appears above it.
3. In the right-hand sidebar, look for the **Replace** button (or click the image block's
toolbar **Replace** icon). Click it and choose a new image from the Media Library, or
upload a fresh one.
4. Click **Save** when done.
## Image tips
- **File format** — use JPEG for photos, PNG for logos or images with transparent
backgrounds. Avoid uploading raw camera files (CR2, NEF, HEIC) — convert to JPEG first.
- **File size** — keep images under 2 MB where possible. Large files slow down your site.
If you're resizing photos, aim for no wider than 1920 px.
- **Alt text** — after uploading, add a short description in the **Alt Text** field.
It helps search engines and visitors using screen readers.
## Image not showing up on the live page?
Check that you clicked **Save** after replacing the image. If it still looks wrong,
clear your browser cache (Ctrl+Shift+R or Cmd+Shift+R) and reload.
---
# Add a blog post
Category: WordPress · Updated: 2026-06-05 · https://help.jezweb.com/wordpress/add-a-blog-post
Blog posts are the news and articles section of your site. Each post can have a category,
a featured image, and goes live the moment you publish it.
## The steps
1. In the admin menu, click **Posts → Add New Post**.
2. Click **Add title** at the top and type your post headline.
3. Click in the content area below the title and start typing. Press Enter to start a new
paragraph. Use the **+** button on the left of any block to insert images, headings,
buttons, or other content.
4. In the right-hand sidebar, click **Post** (the tab at the top of the sidebar) to see
post settings.
5. **Category** — under Categories, tick the relevant one. If you need a new category,
click **Add New Category**, type a name, and save.
6. **Featured Image** — scroll down in the sidebar and click **Set Featured Image**.
Choose an image from the Media Library or upload a new one. The featured image usually
appears at the top of the post and in post listings.
7. When the post is ready, click **Publish** in the top-right corner, then confirm by
clicking **Publish** again in the popover that appears.
## Draft vs Published
- **Draft** — saved but not visible to visitors. Good for work in progress.
- **Published** — live on your site immediately.
You can switch a published post back to Draft at any time from the **Status** option in
the sidebar if you need to take it offline temporarily.
## Post not appearing on your blog page?
Check that the correct **Category** is ticked and that the post is **Published** (not
Draft). If your blog page filters by category, a mis-tagged post won't show up there.
---
# Add a new user
Category: WordPress · Updated: 2026-06-05 · https://help.jezweb.com/wordpress/add-a-new-user
You can give staff members their own login so they can edit the site without sharing your
password. Each person gets a **role** that controls what they can and can't do.
## The steps
1. In the admin menu, click **Users → Add New User**.
2. Fill in:
- **Username** — something simple like their first name or `firstname.lastname`. It can't
be changed later, so choose carefully.
- **Email** — their work email address. WordPress will send their login details here.
- **First Name / Last Name** — optional, but helpful.
- **Password** — click **Generate Password** for a strong one. WordPress emails it to
them automatically.
3. Set the **Role** (see the role guide below).
4. Make sure **Send the new user an email about their account** is ticked.
5. Click **Add New User**. They'll receive a welcome email with a link to set their password.
## Choosing the right role
| Role | What they can do |
|---|---|
| **Editor** | Write, edit, and publish any post or page — including other people's |
| **Author** | Write and publish their own posts only |
| **Contributor** | Write posts but can't publish — needs an Editor to review and publish |
| **Subscriber** | Log in and read content only — no editing |
For most staff who need to update pages and add blog posts, **Editor** is the right choice.
**Avoid giving anyone the Administrator role** unless they need full control over plugins
and settings — that's the same level of access as the site owner.
## Need to remove someone's access?
Go to **Users**, hover over their name, and click **Delete**. WordPress will ask what to
do with any posts they authored — usually you'll want to reassign those to another user.
---
# Update your business details site-wide
Category: WordPress · Updated: 2026-06-05 · https://help.jezweb.com/wordpress/update-business-details-site-wide
Business details like your phone number, address, and opening hours can appear in the
header, footer, and on multiple pages at once. Where you update them depends on how your
site is built.
## If your site uses the WordPress Site Editor (block themes)
Most sites built by Jezweb from 2023 onwards use a **block theme** with a Site Editor.
1. In the admin menu, click **Appearance → Editor**.
2. The Site Editor opens. Click **Patterns** in the left panel to find reusable blocks —
these often contain your contact details, opening hours, and footer content.
3. Click the pattern that contains the detail you want to change (for example "Footer" or
"Header contact bar"), edit the text, and click **Save**.
Because patterns are shared, a single edit updates every place that pattern appears on
the site.
## If your site uses a classic theme with a Customizer
Older sites may have a **Customizer** instead of a Site Editor.
1. In the admin menu, click **Appearance → Customize**.
2. Look for sections labelled **Header**, **Footer**, **Contact Information**, or
**Theme Options**.
3. Update the relevant fields and click **Publish**.
## Opening hours and contact pages
If your opening hours or contact details live on a specific page (like an About or
Contact page), edit that page directly via **Pages** — see
[Edit text on a page](/edit-text-on-a-page).
## Not sure where your details are stored?
Contact us at [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766** and
we'll point you to the right place for your specific site. Making a change in the wrong
spot can result in details being out of sync across pages.
---
# Edit a page with the block editor
Category: WordPress · Updated: 2026-06-05 · https://help.jezweb.com/wordpress/edit-a-page-with-the-block-editor
The WordPress **block editor** (also called Gutenberg) is what opens when you edit most
pages and posts. Every piece of content — a paragraph, heading, image, button — is its
own "block" that you can move, style, and delete independently.
## Opening the editor
Go to **Pages**, hover over the page you want, and click **Edit**. The block editor loads
with your page content ready to change.
## The editor layout
- **Top bar** — the **Save** button (top-right), Undo/Redo arrows, and the **+** button
to insert new blocks.
- **Content area** — your page. Click any element to select and edit it.
- **Right sidebar** — switches between **Block** settings (for the selected block) and
**Page** settings (for the whole page).
## Working with blocks
**Select a block** — click on any paragraph, image, or heading. A toolbar appears above
it with formatting options (bold, italic, alignment, links) and a move handle on the left.
**Add a new block** — click the **+** button in the top bar or press Enter at the end of
a paragraph. Type `/` to search for a specific block type (e.g. `/image` or `/heading`).
**Move a block** — use the six-dot drag handle on the left of any selected block to drag
it up or down.
**Delete a block** — select it, click the three-dot menu (⋮) in the toolbar, and choose
**Delete**.
## Page settings in the sidebar
Click the **Page** tab in the right sidebar to see settings for the whole page.
| Setting | What it does |
|---|---|
| **Status** | Published, Draft, or Pending Review |
| **Slug** | The URL of the page — only change this if Jezweb tells you to |
| **Template** | The page layout — leave this as-is |
| **Revisions** | How many saved versions exist — click to browse and restore |
## Saving your work
Click **Save** (top-right) when you're done. The button shows **Saving…** briefly and
then returns to **Save** once stored. Your changes appear on the live page immediately.
## Dismissed the block editor welcome tour?
Good — it doesn't affect anything. If you want to see it again, click the three-dot menu
(⋮) in the top-right corner of the editor and choose **Welcome Guide**.
## Keyboard shortcuts
| Action | Windows | Mac |
|---|---|---|
| Undo | Ctrl+Z | Cmd+Z |
| Redo | Ctrl+Y | Cmd+Shift+Z |
| Save | Ctrl+S | Cmd+S |
| Bold | Ctrl+B | Cmd+B |
## Editor looks blank or won't load?
Try a hard refresh (Ctrl+Shift+R / Cmd+Shift+R). If the editor still won't open, contact
[help@jezweb.net](mailto:help@jezweb.net) — it's usually a plugin conflict we can fix quickly.
---
# Undo mistakes and restore earlier versions
Category: WordPress · Updated: 2026-06-05 · https://help.jezweb.com/wordpress/undo-mistakes-revisions
WordPress saves a copy of your page every time you click **Save**. If you've made a
change you regret, you can step back through those saved versions and restore an earlier
one.
## Quick undo (before saving)
If you haven't saved yet, press **Ctrl+Z** (Windows) or **Cmd+Z** (Mac) to undo your
last change, one step at a time. This works for as many steps as you need while the
editor is open.
Once you click **Save**, those in-editor undo steps are gone — but revisions take over.
## Restore with revisions
1. Open the page in the block editor.
2. In the right-hand sidebar, click the **Page** tab, then click **Revisions** (shows a
count like "2" or "5").
3. A panel opens with a timeline slider at the top. Drag the slider left to step through
older versions. The content preview updates as you drag.
4. When you find the version you want, click **Restore This Revision**.
5. Click **Save** to make the restored version live.
## Side-by-side comparison (classic revisions screen)
For a colour-coded view of exactly what changed between two versions, click
**Open classic revisions screen** at the bottom of the revisions panel.
- **Green** text was added; **red** text was removed.
- Use the **Previous** / **Next** buttons or drag the slider to move between revisions.
- Click **Restore This Revision** on the version you want, then save the page.
## How many revisions are kept?
WordPress keeps every revision by default. On busy sites we sometimes limit this to the
last 20–30 to keep the database tidy. If you can't find an old version,
[contact us](mailto:help@jezweb.net) — we may have a server-level backup that goes further back.
---
# Edit a page with Elementor
Category: Elementor · Updated: 2026-06-05 · https://help.jezweb.com/elementor/edit-a-page-with-elementor
Elementor is a visual editor — you drag widgets onto the page and type directly into them. This guide walks you through the basics: finding the editor, adding a heading and some text, and saving when you're done.
## Open the editor
1. In your WordPress dashboard, go to **Pages** in the left menu.
2. Hover over the page you want to edit. A row of links appears below the title — click **Edit with Elementor**.
The editor opens in a new tab with your page on the right and the widget panel on the left.
## Add a heading
3. In the left panel, find the **Heading** widget (under *Atomic Elements*). Drag it onto the canvas and drop it where you want it.
4. The left panel switches to **Edit Heading**. Click into the **Title** field and type your heading text.
## Add a paragraph
5. Drag the **Paragraph** widget from the panel onto the canvas, below the heading. Click into the **Paragraph** field and type your text.
## Save your changes
6. When you're happy with your page, click the **Publish** button in the top-right corner. The button turns purple when there are unsaved changes.
Once saved, the button goes grey. Your changes are live.
## Didn't see the "Edit with Elementor" link?
Make sure you're hovering over the page row, not just looking at the title. The link only appears on pages that were built with Elementor — regular WordPress pages show **Edit** but not **Edit with Elementor**. If you need a page converted, [get in touch](mailto:help@jezweb.net).
---
# Add a new section to a page in Elementor
Category: Elementor · Updated: 2026-06-07 · https://help.jezweb.com/elementor/add-a-section-in-elementor
Editing existing text is one thing; sometimes you need a whole new block on the page. A new testimonial, an extra service, a call-to-action. In Elementor that means adding a **container**, then putting widgets inside it.
## Add a container
1. Open the page with **Edit with Elementor** (see [Edit a page with Elementor](/elementor/edit-a-page-with-elementor) if you're new to the editor).
2. Scroll to where the new section should go. Between existing sections (and in the empty area at the bottom of the page), a **+** appears as you hover. Click it.
3. Elementor asks **"Which layout would you like to use?"** — choose **Flexbox** (the everyday choice; Grid is for stricter row-and-column designs). Then pick a structure: a single column, or two or three side-by-side areas. Pick the shape that matches what you're adding. You can change it later.
## Put widgets in it
4. From the left panel, drag widgets into the container: a **Heading**, a **Paragraph**, an **Image**, a **Button**. Each drops where the blue placement line shows.
5. Click any widget to edit its content in the left panel, exactly like editing existing content.
## Move it, or move on
- **Reorder**: drag the container by its handle (the dotted icon that appears at its top edge when you hover) to move the whole section up or down the page.
- **Delete**: right-click the container handle and choose **Delete**. If you delete the wrong thing, Ctrl+Z (Cmd+Z on Mac) brings it back, or see [Undo mistakes in Elementor](/elementor/undo-mistakes-in-elementor).
## Save
6. Click **Publish** (top-right) when you're happy. Until you do, nothing is live.
## A spacing tip
If your new section looks cramped or misaligned compared to its neighbours, click the container, open the **Style** tab, and look at padding. Most "this looks off" problems are spacing, and copying the padding values from the section above usually fixes it. If the layout fights back, [send us a message](mailto:help@jezweb.net) rather than wrestling it.
---
# Edit buttons and links in Elementor
Category: Elementor · Updated: 2026-06-07 · https://help.jezweb.com/elementor/edit-buttons-and-links-elementor
The most common small edit after text: a button that says the wrong thing or points to the wrong place. Both are quick fixes.
## Change a button's text
1. Open the page with **Edit with Elementor**.
2. Click the button on the page. The left panel switches to **Edit Button**.
3. Change the **Text** field. The button updates as you type.
## Change where a button goes
4. In the same panel, find the **Link** field and paste the destination.
- **Another page on your site**: start typing the page name and pick it from the suggestions, or paste the address (e.g. `/contact`).
- **Another website**: paste the full address including `https://`. Switch on **Open in a new tab** so visitors don't lose your site.
- **An email**: use `mailto:you@yourbusiness.com.au`
- **A phone number**: use `tel:+61400000000` (international format, no spaces). On phones this starts a call with one tap.
5. Click **Publish** to save.
## Edit a link inside a paragraph
Links in the middle of text work a little differently:
1. Click the paragraph to edit it, then select the linked text on the canvas.
2. Use the small toolbar that appears to edit or remove the link, or paste a new address over it.
## Test the link
After publishing, view the live page and actually click the button. Thirty seconds of checking beats a month of a broken "Get a quote" button. Check it on your phone too if you've used a `tel:` link.
## When the button won't behave
If clicking a button in the editor selects a bigger box around it instead, you've selected its container. Click once on the empty area to deselect, then click directly on the button text. Still stuck? [We'll sort it](mailto:help@jezweb.net).
---
# Change images in Elementor
Category: Elementor · Updated: 2026-06-05 · https://help.jezweb.com/elementor/change-images-in-elementor
When you add an Image widget in Elementor, it shows a placeholder until you choose a real photo. Here's how to swap it out — whether you're uploading something new or picking from images already on your site.
## Click on the image widget
1. In the Elementor editor, click the image on your page to select it. The left panel switches to **Edit Image**, and you'll see a thumbnail of the current image with a **Resolution** dropdown below it.
2. Click the image thumbnail in the left panel to open the media library.
## Choose or upload an image
3. The **Add media** window opens. The **Media Library** tab shows all images already uploaded to your site.
4. To use an existing image, click it — a blue border and checkmark appear to show it's selected. Attachment details appear on the right, including the filename and dimensions.
5. To upload a new image instead, click the **Upload files** tab and drag your image file in, or click **Select files** to browse your computer.
6. Click **Insert into post**. The image appears on your page straight away.
## Save your changes
7. Click **Publish** (top-right) to save. If Publish is greyed out, your changes are already saved.
## Image not looking right?
- **Too small or blurry** — try a larger original file. Images display best at roughly twice the pixel width you want them to appear on screen.
- **Wrong shape** — you can crop the image in the WordPress media library: go to **Media → Library**, click the image, then **Edit image**.
- **Can't find your image** — use the search box at the top of the media library, or filter by date to find recently uploaded files.
---
# Check your page on mobile in Elementor
Category: Elementor · Updated: 2026-06-07 · https://help.jezweb.com/elementor/check-your-page-on-mobile-elementor
Most of your visitors are on a phone. A page that looks great on your computer can be cramped, jumbled or unreadable on a small screen, and you won't know unless you look. Elementor has a built-in way to look.
## Switch to the mobile view
1. Open the page with **Edit with Elementor**.
2. In the top bar, find the three device icons: desktop, tablet and phone. Click the **phone** icon.
The canvas narrows to phone width, showing the page roughly as a mobile visitor sees it.
3. Scroll the whole page top to bottom. You're looking for text that's too big, things squashed side by side, buttons that overflow, and images that lose their point when small.
## Fix things just for mobile
Here's the useful part: while you're in mobile view, **style changes you make apply to mobile only**. The desktop page keeps its look.
4. Click the element that looks wrong. In its **Style** settings, adjust the size or spacing. The device selected in the top bar is the device your change applies to, so as long as you're in phone view, you're editing the phone look.
Typical mobile fixes: a smaller heading size, less padding on a section, and stacked rather than side-by-side columns.
5. Click **Publish**, then check the real page on your actual phone. The preview is close, but the real thing is the truth.
## What to leave alone
**Content** changes (the words themselves, swapping an image) apply everywhere, on every device. Only **style** values (sizes, spacing, alignment) can differ per device. If you want different *words* on mobile, that's a different technique, [ask us](mailto:help@jezweb.net).
## A habit worth keeping
Any time you edit a page, give it ten seconds in the phone view before you publish. Mobile-first isn't a buzzword; for most Australian small businesses it's 60 to 80 percent of your real visitors.
---
# Undo mistakes in Elementor
Category: Elementor · Updated: 2026-06-05 · https://help.jezweb.com/elementor/undo-mistakes-in-elementor
Made a change and want to go back? Elementor has two ways to undo: a quick step-by-step undo for changes made during the current editing session, and a Revisions list to jump back to any previously saved version.
## Undo a recent change
The quickest way is the keyboard shortcut: **Ctrl+Z** (Windows) or **Cmd+Z** (Mac). Each press steps back one action.
You can also use the History panel for more control:
1. Click the **History** icon in the top toolbar (the clock icon — it's the third icon from the left).
2. The **History** panel opens on the left, showing the **Actions** tab — a list of every change you've made this session, newest first. The current state has a tick (✓) next to it.
3. Click any earlier action in the list to jump back to that point. Your page updates instantly so you can see what it looked like then.
## Restore a saved version
If you've already published and want to go back to an older save:
4. In the History panel, click the **Revisions** tab.
5. The Revisions tab lists every time the page was saved, including autosaves. Click a revision to preview what the page looked like at that point.
6. If you want to restore it, click **Apply**. If you change your mind, click **Discard** to leave the page as it is.
## Good to know
- **Actions** only lasts for the current session — if you close the editor and come back, the Actions list starts fresh.
- **Revisions** are saved automatically and also every time you click Publish, so you can always roll back to any published version.
- Elementor keeps a good number of revisions, but very old ones may be cleaned up over time. If something important got changed weeks ago, [contact us](mailto:help@jezweb.net) and we can check the server-level backups.
---
# Add a new page with Elementor
Category: Elementor · Updated: 2026-06-07 · https://help.jezweb.com/elementor/add-a-new-page-elementor
A new service, a landing page for a promotion, a page you can finally point that Facebook ad at. Creating a page is a three-part job: make it, build it, and put it in the menu.
## Create the page
1. In your WordPress dashboard, go to **Pages → Add New Page**.
2. Type the page title where it says "Add title" (e.g. "Gutter Cleaning"). The title also sets the page's address, so keep it short and plain.
3. Click **Edit with Elementor** in the bar at the top. The Elementor editor opens with an empty canvas; your site's header and footer are still there automatically.
## Build it
4. Add containers and widgets the same way as editing any page: see [Add a new section](/elementor/add-a-section-in-elementor) for the mechanics. For a typical service page: a heading, a paragraph or two about the service, a photo, and a button to your contact page.
5. Click **Publish** when it's ready. Elementor publishes the page itself; it's now live at its address.
## Put it in the menu
A published page isn't automatically in your navigation. Visitors can't find what isn't linked:
6. Back in the WordPress dashboard, go to **Appearance → Menus**. (On some sites the menu lives in the theme's editor instead; if you don't see Menus, [ask us](mailto:help@jezweb.net) and we'll point you at the right spot for your site.)
7. In **Add menu items**, tick your new page and click **Add to Menu**. Drag it to the right position in the list. Drag it slightly right under another item to make it a dropdown child.
8. Click **Save Menu**. Check the live site; the page should appear in your navigation.
## Before you share the link
Read the page once on your phone (see [Check your page on mobile](/elementor/check-your-page-on-mobile-elementor)), click every button on it, and make sure the page title reads properly in the browser tab. Then share away.
---
# My page looks broken
Category: Elementor · Updated: 2026-06-05 · https://help.jezweb.com/elementor/my-page-looks-broken
If your Elementor page suddenly looks wrong — content overlapping, a section missing, or the layout jumbled — here's where to start.
## Check if it's a recent change
The most common cause is an accidental edit. Open the page in the Elementor editor and check the **History** panel (the clock icon in the top toolbar). If the Actions list shows recent changes you didn't mean to make, step back through them or use the **Revisions** tab to restore a saved version. See [Undo mistakes in Elementor](/articles/undo-mistakes-in-elementor) for how.
## Use the Structure panel to find the problem
The Structure panel (the layers icon, top-right of the editor) shows your page as a tree of containers and widgets. If something looks wrong on screen, the Structure view often makes it obvious — a missing widget, a widget in the wrong container, or an empty section.
Click any item in the tree to select and highlight it on the canvas.
## Things worth checking
**Page shows white space or a blank section** — click on the blank area and check the left panel. It may be an empty container with no widgets, or a spacer widget that was accidentally made very tall.
**Text or images are missing** — check the Structure panel to see if the widget is there but hidden. Look for a visibility toggle (eye icon) next to the widget row.
**Content looks fine in the editor but wrong on the live site** — click Publish to make sure your latest edits are saved, then open the live page in a fresh browser tab (or an incognito window to avoid your browser's cache).
**The layout looks wrong on mobile** — click the tablet or phone icon at the top of the editor to switch to that view. Changes you make in mobile view only affect that screen size.
## What about popups?
If a popup has stopped appearing (or is appearing when it shouldn't), that's an Elementor Pro feature covered separately. The free version of Elementor doesn't include popups.
## Still stuck?
If none of the above helps, [email us](mailto:help@jezweb.net) with a link to the page and a description of what you're seeing. Screenshots are very helpful — even a photo taken on your phone is fine.
---
# Create a new form in Gravity Forms
Category: Gravity Forms · Updated: 2026-06-07 · https://help.jezweb.com/gravity-forms/create-a-form-gravity-forms
Need a new enquiry form, booking request or quote form? Gravity Forms does the heavy lifting. Here's how to build one from scratch. It takes about five minutes.
## Start a new form
1. In your WordPress dashboard, go to **Forms → New Form** in the left menu.
2. A template gallery opens. Gravity Forms offers ready-made templates, but for most jobs **Blank Form** is the right start. Click it, give your form a clear name (e.g. "Quote Request"), and click **Create Blank Form**.
The form editor opens: your form canvas in the middle, and an **Add Fields** panel on the right.
## Add your fields
3. Click a field type in the right panel and it's added to the form (you can also drag it to a precise spot). For a typical enquiry form you want:
- **Name** (under *Advanced Fields*) for their name
- **Email** (under *Advanced Fields*) for their email address
- **Phone** (under *Advanced Fields*) if you like to call back
- **Paragraph Text** (under *Standard Fields*) for their message
4. Click a field on the canvas to open its settings. Set the **Field Label** (what the visitor sees) and tick **Required** for anything you can't work without. Name and email are usually required; phone is friendlier as optional.
## Save it
5. Click **Save Form** in the top-right. The form now exists, but it isn't on your website yet. That's a separate step: see [Add a form to a page](/gravity-forms/add-a-form-to-a-page).
## Two things worth doing next
- **Check where submissions go.** By default Gravity Forms emails the site admin address. See [Change who gets form notification emails](/gravity-forms/change-form-notification-emails) to point it at the right inbox.
- **Set the thank-you message.** The default is plain. See [Change the form thank-you message](/gravity-forms/change-the-form-thank-you-message).
## Keep it short
Every extra field costs you submissions. Ask only for what you need to respond: a name, a way to reach them, and their message beats a ten-field interrogation every time. You can always ask follow-up questions when you reply.
---
# Edit form fields safely
Category: Gravity Forms · Updated: 2026-06-05 · https://help.jezweb.com/gravity-forms/edit-form-fields-safely
The Gravity Forms editor lets you change what appears on your form — add new fields, adjust labels, mark fields as required, and more. Most changes are safe to make yourself. A few need care.
## Open the form editor
1. Log in to your WordPress dashboard.
2. In the left-hand menu, click **Forms**.
3. Click the name of the form you want to edit.
4. The editor opens automatically on the **Edit** tab (or click **Edit** in the form's menu bar if you're on a different tab).
The canvas on the left shows your current fields. The panel on the right has two tabs: **Add Fields** (to add new field types) and **Field Settings** (shows settings for whichever field is selected).
## Add a new field
1. In the **Add Fields** panel, find the field type you want — for example, **Single Line Text**, **Drop Down**, or **Email**.
2. Drag it from the panel onto the canvas, or click it to add it to the bottom of the form.
3. Click the new field on the canvas to open its settings in the **Field Settings** panel.
4. Update the **Field Label** to something meaningful (this is what your visitors see).
5. Tick **Required** if the field must be filled in before the form can be submitted.
6. Click **Save Form** (blue button, top right) when you're done.
Adding a new field is safe — it won't affect existing entries or notifications.
## Change a field label
Click the field on the canvas, then update **Field Label** in the **Field Settings** panel on the right. Click **Save Form**.
The label is what visitors see — changing it won't break anything. Past entries will still show the old label for those submissions.
## What to avoid
**Deleting a field** removes it permanently, including from notification emails and exports. If the field was included in your notification email template, the notification will show a blank or broken placeholder until the template is updated. Ask us before deleting a field you're not sure about.
**Renaming a field's internal ID** (the "Parameter Name" in advanced settings) can break conditional logic or third-party integrations. Changing the visible label is fine; leave the parameter name alone unless you know why you're changing it.
## After saving
Changes take effect immediately — the next person to load the form page will see the updated version. You don't need to update anything else on the website.
If you'd like help rearranging, restyling, or making bigger changes to a form, [contact us](mailto:help@jezweb.net) or call **1300 024 766**.
---
# Change the form thank-you message
Category: Gravity Forms · Updated: 2026-06-07 · https://help.jezweb.com/gravity-forms/change-the-form-thank-you-message
When someone submits a form, Gravity Forms shows them a confirmation. The default is a bland "Thanks for contacting us!" line. A better one tells people what happens next, and that's worth two minutes of your time.
## Find the confirmation settings
1. Go to **Forms** in the left menu and hover over your form.
2. Hover over **Settings** in the row of links that appears, and click **Confirmations**.
3. You'll see a list with a **Default Confirmation** entry. Click its name to edit it.
## Write a better message
4. With **Confirmation Type** set to **Text**, type your message in the editor. A good confirmation answers the question "did it work, and what happens now?":
> Thanks! Your message has come through. We reply to everything within one business day. If it's urgent, call us on (your number).
5. Click **Save Confirmation**.
## Or send them to a page instead
If you'd rather show a full thank-you page (useful for tracking conversions, or for a longer "what happens next"):
- Choose **Page** as the confirmation type and pick one of your existing pages, or
- Choose **Redirect** and paste any URL.
Save, and submissions now land there instead of showing the text message.
## Test it
Open the page with your form in a private/incognito window, submit a test entry, and check you see the new message.
(Your test will appear in the form's entries and send a notification email, so delete it afterwards if you like things tidy.)
## What this doesn't change
The confirmation is what the *visitor* sees. The email that *you* get when someone submits is a separate setting: see [Change who gets form notification emails](/gravity-forms/change-form-notification-emails).
---
# Change who receives form notification emails
Category: Gravity Forms · Updated: 2026-06-05 · https://help.jezweb.com/gravity-forms/change-form-notification-emails
When someone submits a form on your website, Gravity Forms sends a notification email to the address (or addresses) listed in the form's settings. If a new staff member needs to receive those enquiries — or an old address needs to come off — you can update it here.
## Open the notifications list
1. Log in to your WordPress dashboard.
2. In the left-hand menu, click **Forms**.
3. Click the name of the form you want to update.
4. Click **Settings** in the form's menu bar.
5. Click **Notifications** in the left sub-menu.
The notifications list shows every notification rule for this form. Most forms have one — called **Admin Notification** — which is the one that sends to your team.
## Edit a notification
Click the notification name (for example, **Admin Notification**) to open it.
Find the **Send To Email** field. This is where the recipient addresses live.
- To **add** an address, type a comma after the existing address and then type the new one — for example: `existing@example.com, newstaff@example.com`
- To **remove** an address, highlight it (including its comma) and delete it.
- To **replace** an address, select the old one and type the new one.
When you're done, scroll down and click **Update Notification** to save.
## Add a new notification for a different recipient
If different people need to receive the form in different circumstances (for example, sales enquiries go to the sales team, job applications go to HR), you can add a separate notification:
1. Click **Add New** at the top right of the notifications list.
2. Give it a name, set the event (usually "Form is Submitted"), and enter the recipient's address in **Send To Email**.
3. Set a subject line, then scroll down and click **Save Notification**.
## Not sure which form to update?
If you're not sure which form is sending the notifications you want to change, check your inbox for a past notification email — the subject line usually includes the form name. Then go back to **Forms** and look for a form with that name.
If you'd prefer us to make the change, [contact us](mailto:help@jezweb.net) or call **1300 024 766** and let us know the form name and the new email address.
---
# Find your Gravity Forms entries
Category: Gravity Forms · Updated: 2026-06-05 · https://help.jezweb.com/gravity-forms/find-your-form-entries-gravity-forms
When a visitor fills in a form on your website, Gravity Forms saves the submission as an entry. You can read every entry at any time from your WordPress dashboard — handy when an email notification goes missing or you need to look up a specific submission.
For a quick overview of all the ways to find enquiries (including Elementor Forms), see [Find your website enquiries](/articles/find-your-website-enquiries).
## Open the entries list
1. Log in to your WordPress dashboard.
2. In the left-hand menu, click **Forms**.
3. Click the name of the form you want to check (for example, "Contact Us" or "Quote Request"). The form name appears in the dropdown at the top of the page.
4. Click the **Entries** tab in the form's menu bar.
Your submissions appear as a list — one row per entry, with the most recent at the top.
## Filter and search entries
At the top of the entries list you'll find several tools:
- **All / Unread / Starred / Spam / Trash** — filter by status. New submissions land in "All" and are marked Unread until you open them.
- **Search bar** — search across any form field. Choose a field from the first dropdown, pick "contains" or "is", then type your search term and click **Search**.
- **Date filter** — appears when you click the search bar area; lets you narrow down by submission date.
## Open a single entry
Click anywhere on a row to open that entry in full.
The entry detail shows:
- Every field the visitor filled in, labelled on the left.
- The **Entry** panel on the right, with the submission date, time, and IP address.
- A **Notifications** panel where you can resend the email notification if it didn't arrive.
## Mark as read, star, or delete
Inside an entry (or from the list using the checkbox), you can:
- **Mark as read** — entries are bold (unread) until you open them.
- **Star** — add a star to flag important submissions.
- **Move to Trash** — removes the entry from the main list. Trashed entries are kept and can be restored.
## Export entries to a spreadsheet
To download all entries as a CSV file, go to **Forms → Import/Export → Export Entries**. Choose your form, tick the fields you want, set an optional date range, and click **Download Export File**. See [Export your form entries](/articles/export-form-entries) for the full walkthrough.
## Not seeing any entries?
If the list is empty, check that you're looking at the right form — use the dropdown at the top to switch. If submissions were expected but aren't showing, the form may not be saving entries (an unusual configuration). [Contact us](mailto:help@jezweb.net) and we'll check the form settings.
---
# Export form entries to a spreadsheet
Category: Gravity Forms · Updated: 2026-06-05 · https://help.jezweb.com/gravity-forms/export-form-entries
If you need a copy of your form submissions in a spreadsheet — for a mail-merge, a report, or just a backup — you can export them as a CSV file directly from WordPress.
## Get to the export screen
1. Log in to your WordPress dashboard.
2. In the left-hand menu, click **Forms**.
3. Click **Import/Export** in the Forms sub-menu.
4. Click **Export Entries** (it should already be selected).
## Choose your form and fields
1. In the **Select a Form** dropdown, choose the form you want to export.
2. Once you've selected a form, a **Select Fields** list appears with a checkbox for each field.
3. Tick the fields you want in your spreadsheet — or tick **Select All** at the top to include everything.
4. The list includes metadata fields like **Entry Date**, **Entry Id**, and **Source Url** in addition to the form fields themselves. These are optional.
## Set a date range (optional)
Scroll down below the field list to find the **Date Range** filter. Enter a start and end date if you only want entries from a particular period. Leave it blank to export all entries.
## Download the file
Click **Download Export File**. Your browser will download a `.csv` file. Open it in Excel, Google Sheets, or Numbers.
## Opening the CSV in Excel
If names or addresses look garbled (odd characters where accents should be), the file is encoded as UTF-8. In Excel, use **Data → From Text/CSV** and choose UTF-8 as the file origin when prompted, rather than double-clicking the file directly.
## Need the entries in a different format?
CSV is the only export format available from the standard Gravity Forms interface. If you need the data in another format or need to set up a recurring export, [contact us](mailto:help@jezweb.net) and we can discuss the options.
---
# Add a form to a page
Category: Gravity Forms · Updated: 2026-06-07 · https://help.jezweb.com/gravity-forms/add-a-form-to-a-page
A form does nothing until it's on a page. Gravity Forms gives you a couple of easy ways to place one; pick the path that matches how your page is built.
## The quick way: the Embed button
1. Open your form in the form editor (**Forms**, then click the form name).
2. Click **Embed** in the top-right, next to Save Form.
3. A panel opens asking where the form should go. Choose an **existing page** from the list (or create a new one), and Gravity Forms adds the form to it and takes you straight there. Click **Update** on the page and you're done.
## In the block editor
If you're already editing the page:
1. Click the **+** to add a block where you want the form.
2. Search for **Gravity Forms** and choose the **Form** block.
3. Pick your form from the dropdown. The form appears right in the editor. Click **Update**.
## In Elementor
There's no dedicated Gravity Forms widget in Elementor; the **Shortcode** widget does the job:
1. Open the page with **Edit with Elementor**.
2. In the widget panel, search for **Shortcode** and drag the Shortcode widget where you want the form.
3. Paste the form's shortcode (see below) into the widget's text box. The form appears in the editor; it looks unstyled there, but picks up your site's design on the live page. Click **Publish**.
## The fallback that works anywhere: the shortcode
Every Gravity form can be placed with a shortcode. In the form list, each form shows its ID. Add this to any page, swapping in your form's ID:
```
[gravityform id="1" title="false" description="false"]
```
It's the least pretty method, but it works in any editor, widget area or theme block.
## Check it on the live page
Visit the page as a normal visitor and submit a test entry, then confirm it arrives (Forms, then **Entries**). If the email notification doesn't show up, see [Change who gets form notification emails](/gravity-forms/change-form-notification-emails).
---
# Stop spam coming through your forms
Category: Gravity Forms · Updated: 2026-06-07 · https://help.jezweb.com/gravity-forms/stop-form-spam
If your inbox is filling with form submissions about SEO services, crypto and "business proposals", you're not being targeted; bots fill in every form they find. Two settings deal with most of it.
## Turn on the honeypot
The honeypot is an invisible trap field. Humans never see it; bots fill it in, and Gravity Forms quietly bins the submission. It's free, invisible to your customers, and the first thing to switch on.
1. Open your form (**Forms**, then click the form name).
2. Hover over **Settings** and click **Form Settings**.
3. Scroll to the **Spam Detection** section and switch on the **Honeypot** toggle. A choice appears for what happens when the trap catches something: pick **Create an entry and mark it as spam**. That way trapped submissions go to a Spam folder you can glance at, instead of vanishing; if one real customer ever trips the trap, you can rescue them.
While you're in this section, also switch on **Submission Speed Check** if your version shows it. It flags submissions filled in faster than any human types.
4. Click **Save**.
## Mark stragglers as spam
Anything that still gets through can teach the filter:
1. Go to **Forms → Entries** and open the spam entry.
2. Use the **Mark as Spam** action. Spam entries move to a separate Spam folder instead of emailing you.
## If the flood continues
The honeypot stops the lazy bots. If you're still getting hammered, the next step up is a challenge that runs silently in the background (no "click all the traffic lights" puzzles for your customers): a CAPTCHA add-on or Cloudflare Turnstile. That's a quick job on our side, [get in touch](mailto:help@jezweb.net) and we'll set it up on your form.
## What not to do
Don't make real customers pay for the bots' behaviour. Adding "verify you are human" questions, maths puzzles or extra required fields costs you genuine enquiries. The right tools work invisibly; if your anti-spam is visible to customers, there's a better way to do it.
---
# WooCommerce support — what we cover
Category: WooCommerce · Updated: 2026-06-04 · https://help.jezweb.com/woocommerce/woocommerce-support
If you already have a WooCommerce store and need a hand, Jezweb provides ad-hoc support for existing sites — even if your site wasn't built by us.
## What we can help with
**Plugin troubleshooting and updates**
If your WooCommerce dashboard is showing plugin update notifications, or a plugin has stopped working as expected, we can log in to your site, assess what's needed, and carry out updates safely.
**Payment gateway issues**
We can help connect or troubleshoot payment methods including Stripe, PayPal, Square, and Afterpay — including issues with API keys, webhooks, and payment errors.
**Plugin recommendations and installation**
Not sure which plugin gives you the functionality you need? We can recommend options and install them for you. We have experience with YITH plugins (extensions for WooCommerce), Mailchimp integrations, and a range of other tools.
**General WooCommerce errors**
If something on your store isn't behaving correctly, we can investigate and propose a fix.
## How ad-hoc support works
Before starting any work, we'll give you an outline of what we recommend doing and an estimated time. If anything unexpected comes up mid-job that would take longer than quoted, we'll check with you before proceeding.
For sites not hosted by Jezweb, we'll carry out an initial assessment before committing. If a site has security issues that could affect the work, we may recommend addressing those first or referring you to specialists who can help.
## Ready to get started?
Email us at [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766** and let us know what you're working with.
---
# Process a WooCommerce order
Category: WooCommerce · Updated: 2026-06-05 · https://help.jezweb.com/woocommerce/woocommerce-process-an-order
When a customer places an order your store sends you an email and adds it to the **Orders** list. Here's how to work through it.
## Find your orders
Go to **WooCommerce → Orders** in the left menu. Each row shows the order number, customer name, status, and total.
Click the order number or customer name to open it.
## Inside an order
The order detail page has everything you need:
- **Status dropdown** — change from *Processing* to *Completed* (or any other status) once you've dispatched the goods
- **Billing and Shipping** panels — customer's contact and delivery details
- **Item list** — what they ordered, price, and quantity
- **Order notes** — add a private note (visible only to you) or a customer note (emailed to them) using the panel on the right
After changing the status, click the blue **Update** button (top-right) to save it.
## Completing an order
1. Open the order.
2. Change **Status** to *Completed*.
3. Click **Update**.
WooCommerce emails the customer automatically when you mark an order Completed.
## Refunding an order
Scroll to the bottom of the order — you'll see a **Refund** button below the order total. Click it to enter a refund amount. This opens a refund panel but does **not** process anything automatically — you still need to confirm and (if using an online payment gateway) it will attempt to reverse the charge.
If you're unsure about refunds or your gateway doesn't support automatic reversals, [contact us](mailto:support@jezweb.net) and we'll help you through it.
---
# Add a new product in WooCommerce
Category: WooCommerce · Updated: 2026-06-05 · https://help.jezweb.com/woocommerce/woocommerce-add-a-product
Adding a product takes about two minutes once you know the form. Here's the quick version for a simple (single) product.
## Open the add product screen
Go to **Products → Add new product** in the left menu.
## Fill in the basics
1. **Product name** — type it in the large field at the top (e.g. "Demo Honey 500g").
2. **Description** — optional long description shown on the product page.
3. **Product image** — in the right-hand panel, click **Set product image** and upload a photo from your computer.
## Set the price
Scroll down to the **Product data** section. You'll be on the **General** tab by default.
- **Regular price** — the normal selling price (e.g. 12)
- **Sale price** — leave empty unless you're running a promotion right now
## Publish
When you're ready, click the blue **Publish** button in the top-right **Publish** panel. Your product goes live immediately and shows in your store.
If you want to prepare it without making it visible, click **Save Draft** instead — you can publish it later.
## What about variations?
If your product comes in multiple sizes or colours (e.g. a shirt in S/M/L), you need a **Variable product** instead. Change the dropdown from *Simple product* to *Variable product* — or [get in touch](mailto:support@jezweb.net) and we'll set it up for you.
---
# Edit product prices and stock in WooCommerce
Category: WooCommerce · Updated: 2026-06-05 · https://help.jezweb.com/woocommerce/woocommerce-edit-prices-and-stock
You have two ways to update a price or stock count: **Quick Edit** (fast, no page reload) and the full product editor (more options).
## Quick Edit — change price without opening the product
1. Go to **Products → All Products**.
2. Hover over the product name — a row of actions appears beneath it.
3. Click **Quick Edit**.
You can update the **Price** and **Sale** fields here, then click **Update** to save without leaving the list.
## Full editor — Inventory tab
For stock management settings, open the product itself and click the **Inventory** tab inside the **Product data** section.
1. Go to **Products → All Products**.
2. Click the product name to open it.
3. In the **Product data** section, click the **Inventory** tab.
Key fields here:
- **SKU** — your internal product code
- **Stock management** — tick this box to have WooCommerce track quantities and automatically mark a product out of stock when it hits zero
- **Quantity** — current stock level
- **Low stock threshold** — WooCommerce will flag the product when stock falls to this number
Click the blue **Update** button (top-right) to save.
## What about product variations?
Variable products (e.g. a shirt in multiple sizes) have separate prices and stock levels per variation. Open the product, go to the **Variations** tab, expand each variation, and edit price and stock there. If you get stuck, [contact us](mailto:support@jezweb.net).
---
# Put a WooCommerce product on sale
Category: WooCommerce · Updated: 2026-06-05 · https://help.jezweb.com/woocommerce/woocommerce-put-a-product-on-sale
WooCommerce shows a strikethrough on the regular price and highlights the sale price automatically — you just need to fill in two fields.
## Set a sale price
1. Go to **Products → All Products** and click the product you want to put on sale.
2. Scroll to the **Product data** section — make sure you're on the **General** tab.
3. You'll see **Regular price** and **Sale price** fields. Enter the reduced amount in **Sale price**.
4. Click the blue **Update** button (top-right) to save. The product is now on sale.
To end the sale, clear the **Sale price** field and click **Update** again.
## Schedule the sale (optional)
If you want the sale to run for a specific period — say, a weekend promotion — click the **Schedule** link beneath the Sale price field.
Two date fields appear: **From** and **To**. Enter dates in YYYY-MM-DD format (e.g. `2026-12-24` to `2026-12-26`). WooCommerce will apply the sale price automatically at midnight on the start date and remove it at midnight on the end date.
If you only fill in **From** and leave **To** empty, the sale runs indefinitely from that date. If you only fill in **To**, the sale starts immediately and ends on that date.
Click **Update** to save the schedule.
---
# Add a discount coupon in WooCommerce
Category: WooCommerce · Updated: 2026-06-05 · https://help.jezweb.com/woocommerce/woocommerce-discount-coupons
Coupons let customers enter a code at checkout to get a discount. Here's how to create one or check an existing one.
## Find your coupons
Go to **Marketing → Coupons** in the left menu. You'll see a list of all active coupon codes with their type and discount amount.
Click **Add new coupon** to create one, or click an existing code to edit it.
## Coupon settings
The main settings are on the **General** tab inside the coupon editor:
**Discount type** — choose how the discount is applied:
- *Percentage discount* — takes a percentage off the cart total (e.g. 10 = 10% off)
- *Fixed cart discount* — deducts a set dollar amount from the cart (e.g. 10 = $10 off)
- *Fixed product discount* — deducts a set amount from each qualifying product
**Coupon amount** — the number (percentage or dollars depending on the type above).
**Coupon expiry date** — optional. Enter a date in YYYY-MM-DD format and the coupon stops working after midnight on that day.
## Usage restriction and limits
The **Usage restriction** tab lets you set a minimum spend, limit the coupon to specific products or categories, or exclude items on sale.
The **Usage limits** tab lets you cap how many times the coupon can be used in total, or how many times a single customer can use it.
When you're done, click **Publish** (new coupon) or **Update** (existing coupon) to save.
---
# Change shipping prices in WooCommerce
Category: WooCommerce · Updated: 2026-06-05 · https://help.jezweb.com/woocommerce/woocommerce-change-shipping-prices
Shipping in WooCommerce is organised into **zones** — geographic areas that each have their own set of shipping methods and prices. For most small stores we set this up when we build your site, so you just need to know where to change the cost.
## Find your shipping zones
Go to **WooCommerce → Settings → Shipping**. You'll see a list of your zones, the regions they cover, and the shipping method attached to each.
Click **Edit** next to the zone you want to change.
## Edit a flat-rate cost
Inside the zone, you'll see the list of shipping methods. Click **Edit** next to the **Flat rate** method (or whichever method needs updating).
A panel appears with just a few fields:
- **Method title** — what customers see at checkout (e.g. "Standard shipping")
- **Tax status** — whether shipping is taxable
- **Cost** — the dollar amount to charge
Change the **Cost** field and click **Save changes**.
## Simple changes here, complex setups — call us
Flat-rate shipping (same price for every order) is straightforward to update yourself. But if you need things like:
- free shipping above a spend threshold
- different rates by product weight or dimensions
- multiple zones for different states
- table-rate or live carrier quotes
these involve more complex configuration. [Contact us](mailto:support@jezweb.net) or call **1300 024 766** and we'll sort it out for you.
---
# Products with sizes or colours (variable products)
Category: WooCommerce · Updated: 2026-06-07 · https://help.jezweb.com/woocommerce/woocommerce-variable-products
A t-shirt in four sizes is one product with four **variations**, not four products. WooCommerce calls this a *variable product*. It's a two-stage setup: define the options, then generate the variations.
## Make the product variable
1. Open the product (or create one: see [Add a new product](/woocommerce/woocommerce-add-a-product)).
2. In the **Product data** section, change the dropdown from **Simple product** to **Variable product**.
## Define the options (attributes)
3. Open the **Attributes** tab inside Product data, and add a new attribute. Name it what the customer is choosing: **Size**, **Colour**, **Material**.
4. Enter the values separated by a `|` character (e.g. `Small | Medium | Large`). Tick **Used for variations**, then **Save attributes**.
## Generate the variations
5. Open the **Variations** tab. Click **Generate variations** and confirm; WooCommerce creates one for every value (and every combination, if you added two attributes).
6. Click **Edit** on a variation to expand it and set its **price**. A price per variation is required, or it can't be bought. You can also give each its own photo, SKU and stock level. Expand each variation in turn, or use the bulk-actions dropdown to set the same price across all of them.
7. **Update** the product. On the live product page, customers now pick from a dropdown before adding to cart.
## The two traps
- **A variation without a price doesn't show.** If an option is mysteriously missing on the live page, it almost certainly has no price set.
- **Two attributes multiply.** Four sizes and five colours is twenty variations to manage. Only make an attribute "used for variations" if the choice genuinely changes the price, stock or photo; otherwise list it in the description.
## When it's more like a quote
If every job is different (custom sizes, made to order), variations fight you. A product set to "price on enquiry" with a form often serves customers better; [talk to us](mailto:help@jezweb.net) about the right shape for your catalogue.
---
# Track stock so you never oversell
Category: WooCommerce · Updated: 2026-06-07 · https://help.jezweb.com/woocommerce/woocommerce-stock-management
Nothing burns goodwill like taking money for something you can't supply. WooCommerce can count your stock for you: each sale reduces the number, and when it hits zero the product sells out automatically.
## Turn on stock tracking for a product
1. Open the product and scroll to **Product data**.
2. Open the **Inventory** tab and tick **Track stock quantity for this product**.
3. Set the **Quantity** you actually have. Be honest; the whole system rests on this number.
4. Choose what happens at zero with **Allow backorders**: **Do not allow** is the safe default (the product shows as out of stock). Allow backorders only if you genuinely can supply on a delay, and tell the customer so.
5. **Update** the product. From now on every order reduces the count.
## Get warned before you run out
In the same Inventory tab, set a **Low stock threshold** (e.g. 3). When stock falls to that number, WooCommerce emails you so you can reorder before the listing goes dark.
The email goes to your store's notification address: check it under **WooCommerce → Settings → Emails**, and the store-wide stock options under **WooCommerce → Settings → Products → Inventory**.
## Fix the count when reality disagrees
Stocktake found a different number? Open the product's Inventory tab and correct the Quantity, or use **Quick Edit** from the product list for a faster change (see [Edit prices and stock](/woocommerce/woocommerce-edit-prices-and-stock)).
Two things that catch people:
- **Refunding an order doesn't always restock it.** When you refund, tick the restock option if the item is going back on the shelf.
- **Variations track separately.** For a product with sizes, the stock setting lives on each variation, not the parent (see [Sizes & colours](/woocommerce/woocommerce-variable-products)).
## If counting is more trouble than it's worth
Selling services, made-to-order work, or things you never run out of? Leave stock tracking off. The feature is for stock you can actually exhaust; switching it on for everything just creates housekeeping.
---
# Organise products with categories and tags
Category: WooCommerce · Updated: 2026-06-07 · https://help.jezweb.com/woocommerce/woocommerce-categories-and-tags
Once a shop passes a dozen products, browsing beats scrolling. Categories are how customers shop by type ("Show me all the honey"), and they usually power your shop menu too.
## Create your categories
1. Go to **Products → Categories**.
2. On the left, type the **Name** (e.g. "Pantry") and click **Add new category**. The slug (its web address) fills itself in.
3. For a category inside a category, set **Parent category** (e.g. "Gift Packs" inside "Honey"). One level of nesting is plenty for most shops; deep trees confuse more than they help.
## Put products in them
4. Open a product. In the right-hand sidebar, the **Product categories** box lists every category; tick the right ones and **Update**.
5. Doing many at once? From the **Products** list, tick the products, choose **Edit** under Bulk actions and click Apply, then tick the category in the panel that opens and **Update**.
## Keep the structure honest
A good category test: would a customer say it? "Manuka Honey" passes. "Misc" and "New folder" don't. Aim for 5 to 12 top-level categories that cover everything, with no product stranded in none and no category holding a single lonely item.
If your shop menu shows categories, new ones may need adding to the menu, the same way as pages. (On some sites that's **Appearance → Menus**; on newer themes the menu lives in the theme's editor instead. If you can't find it, [ask us](mailto:help@jezweb.net).)
## What about tags?
Tags are loose keywords that cut across categories ("gift", "organic", "local"). Customers rarely browse by them, but they help your on-site search find things. The honest advice: get categories right first; add tags only if you'll use them consistently. A half-tagged shop is worse than an untagged one, because "show me everything tagged gift" silently misses the gifts nobody tagged.
## Renaming and deleting are safe
Renaming a category updates it everywhere. Deleting one doesn't delete its products; they just lose that grouping. Tidy without fear.
---
# Why WooCommerce skips order numbers
Category: WooCommerce · Updated: 2026-06-04 · https://help.jezweb.com/woocommerce/woocommerce-order-numbers
You've just received a few orders and noticed the order numbers aren't in a neat sequence — maybe they jump from #2325 to #2327 or higher. Nothing is wrong. This is normal WooCommerce behaviour.
## Why it happens
WordPress assigns a sequential ID number to every action that happens on your site: publishing a blog post, uploading an image, saving a page draft, processing an order. WooCommerce uses these WordPress IDs as order numbers rather than maintaining its own separate counter.
So if order #2325 comes in, and then you publish a blog post (ID #2326), the next order will be #2327. The gap doesn't mean a missing order — it just means something else happened on the site in between.
## How to check nothing is actually missing
In your WordPress dashboard, go to **WooCommerce → Orders**. Every order is listed here. If the order count matches what you expect, nothing has been lost.
## If you need proper sequential order numbers
There are plugins that give WooCommerce its own separate order number sequence, independent of WordPress. When researching options, look for plugins available through the official [WooCommerce Marketplace](https://woocommerce.com/products/) or [WordPress.org](https://wordpress.org/plugins/) to make sure they're genuine and maintained.
If you'd like a recommendation for your specific setup, email us at [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766**.
---
# Clear your browser's cache (when a site looks wrong)
Category: Your website · Updated: 2026-06-04 · https://help.jezweb.com/website/clear-your-browser-cache
Your browser stores copies of pages, images, and other files so they load faster on repeat visits. When a site is updated — a new image, a changed price, a design tweak — your browser can still show the old version from its cache.
Clearing the cache tells your browser to fetch everything fresh from the server.
## Quick shortcut (desktop)
On most desktop browsers, this keyboard shortcut opens the clear-browsing-data screen immediately:
- **Mac:** `Cmd + Shift + Delete`
- **Windows / Linux:** `Ctrl + Shift + Delete`
You can also force a hard reload of just the current page without clearing everything:
- **Mac:** `Cmd + Shift + R`
- **Windows / Linux:** `Ctrl + Shift + R`
## Chrome (desktop)
1. In the address bar, type `chrome://settings/clearBrowserData` and press Enter.
2. Tick **Cached images and files** (you can also tick Cookies and browsing history if needed).
3. Choose a time range — **All time** clears everything.
4. Click **Clear data**.
5. Close and reopen the browser.
## Firefox (desktop)
1. Open the **History** menu (press `Alt` if the menu bar is hidden) and choose **Clear Recent History**.
2. Set the time range to **Everything**.
3. Expand **Details** and make sure **Cache** is ticked.
4. Click **Clear Now**.
5. Close and reopen the browser.
## Microsoft Edge (desktop)
1. Click the three-dot menu (top right) → **Settings** → **Privacy, search, and services**.
2. Under **Clear browsing data**, click **Choose what to clear**.
3. Tick **Cached images and files**, then click **Clear now**.
4. Close and reopen the browser.
## Safari (Mac)
1. From the **Safari** menu, choose **Clear History**.
2. Choose a time range and click **Clear History**.
For a quicker option, enable **Develop → Empty Caches** (turn on the Develop menu under **Safari → Preferences → Advanced** if it's not already showing).
## Chrome on Android
1. Tap the three-dot menu → **Settings** → **Privacy and security**.
2. Tap **Clear browsing data**.
3. Tick **Cached images and files** and tap **Clear data**.
## Safari on iPhone or iPad
1. Open **Settings** and scroll down to **Safari** (or **Apps → Safari** on iOS 18 and later).
2. Tap **Clear History and Website Data** and confirm.
## Still seeing the old version?
If clearing the cache doesn't help, the page itself may be cached by the server or a CDN rather than your browser. In that case, let us know at [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766** and we can clear it from our end.
---
# Find your website enquiries
Category: Your website · Updated: 2026-06-04 · https://help.jezweb.com/website/find-your-website-enquiries
When someone fills in a contact or enquiry form on your website, the submission is saved in WordPress. You can view it at any time from your dashboard — useful if an email notification goes missing or you want to export a batch of enquiries.
## Gravity Forms
1. Log in to your WordPress dashboard.
2. In the left-hand menu, click **Forms**.
3. Click the name of the form you want to check.
4. Click the **Entries** tab in the form menu.
5. Your submissions appear here. You can filter by date, search by keyword, or **Export** to a CSV file.
## Elementor Forms
1. Log in to your WordPress dashboard.
2. In the left-hand menu, go to **Elementor → Submissions**.
3. Click any row to read a submission in full.
4. You can also export submissions to CSV from this screen.
## Not receiving email notifications?
If form submissions are arriving in WordPress but not reaching your inbox, the most common cause is an email delivery issue. Send us a message at [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766** and we'll check your form's notification settings.
---
# Your website is live — what now?
Category: Your website · Updated: 2026-06-04 · https://help.jezweb.com/website/website-launch-checklist
Launching your website is a great milestone. Here are a few things worth ticking off in the weeks that follow.
## Check the basics yourself
Before sharing your site widely, spend ten minutes reading through it as a visitor would:
- Every page loads without errors
- Contact forms work and you receive the notification email
- Phone numbers and email addresses are clickable (especially on mobile)
- No placeholder or "lorem ipsum" text remains
- Images all load and look right on your phone
## Set up Google Search Console
Google Search Console is a free tool that shows how your site appears in Google search results. It also lets you submit your sitemap so Google indexes your pages faster.
1. Go to [search.google.com/search-console](https://search.google.com/search-console) and sign in with a Google account.
2. Add your domain and follow the verification steps.
3. Once verified, go to **Sitemaps** and enter `sitemap.xml` (your Jezweb site includes one automatically).
## Think about SEO over the long term
Search engine optimisation takes months to show results. The foundations are:
- Clear, descriptive page titles and headings
- Genuine, useful content that answers what your customers are searching for
- Fresh content added over time — even occasional blog posts help
## Set up your business profiles
Make sure your business name, address, phone number, and website are consistent across:
- **Google Business Profile** (shows your business on Google Maps and in local search)
- **Facebook** (if your customers are there)
- Any industry directories relevant to your field
Consistent contact details help both customers and search engines trust your listing.
## Connect your social media
Link your website to your social profiles and put your website URL in each profile's bio. This helps people find you whichever way they first come across your business.
## Questions about your site?
If you notice something that doesn't look right, or you'd like help with any of the above, get in touch: [help@jezweb.net](mailto:help@jezweb.net) or **1300 024 766**.
---
# What a domain name actually is
Category: Domains & DNS · Updated: 2026-06-04 · https://help.jezweb.com/domains/what-is-a-domain-name
Your domain name is your address on the internet — it's what people type into a browser to find you. For example, `jezweb.com` is a domain name.
## Why domain names exist
Every website sits on a server that has a numerical address called an IP address. IP addresses look something like `203.45.12.8` — useful for computers, impossible for humans to remember. A domain name is a readable label that points to that address so people can find your site without knowing the numbers.
## What a domain name looks like
A typical domain name has two or three parts:
- **The name itself** — usually your business or brand name, e.g. `jezweb`
- **The extension** — the part after the dot, e.g. `.com`, `.com.au`, `.au`
The extension often signals the type of site or its location. `.com.au` and `.net.au` are Australian business domains. `.org` is for non-profits and organisations. `.com` is global.
## Tips for choosing a domain name
- **Keep it short and easy to spell.** If people have to guess the spelling, they'll end up somewhere else.
- **Avoid hyphens and numbers.** They're easy to get wrong when telling someone verbally.
- **Use your business name** rather than a keyword phrase — your brand is what people will search for over time.
- **Grab a few extensions** if you can. Owning both `yourbusiness.com.au` and `yourbusiness.au` prevents confusion and protects your brand.
## Domain names and hosting are separate things
Registering a domain name does not automatically give you a website. A domain is just the address — you still need hosting (a server) for your site to exist, and you need to point your domain at that server. Jezweb can handle both.
If you'd like help registering a domain or pointing it to your site, email [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766**.
---
# Transferring a domain to a new owner
Category: Domains & DNS · Updated: 2026-06-04 · https://help.jezweb.com/domains/transfer-domain-ownership
When a business is sold or changes hands, any domain names registered under the previous owner's details need to be transferred to the new owner. This is called a **change of registrant**.
## What you'll need
To process a change of registrant for an Australian domain (`.com.au`, `.net.au`, `.au`, etc.), you'll need:
- **The domain name/s** being transferred
- **The outgoing owner's details** — name, ABN, or company details
- **The incoming owner's details** — name, ABN, company name, address, and contact email
- **A letter on the new business's letterhead** confirming the change, dated on or before the date of handover
- **A copy of the contract of sale** (or other proof of the transfer)
The incoming owner's ABN must meet current auDA (the Australian domain authority) requirements. If the ABN has changed because the previous one was cancelled, the letter date matters — it should be dated before the old ABN was cancelled.
## How long it takes
Changes of registrant for Australian domains go through auDA's process and typically take a few business days once all documents are in order.
## What to do next
Email [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766** and let us know you need a domain ownership change. We'll send you a checklist and handle the submission once we have everything.
## What about international domains like .com?
For `.com`, `.net`, and other international domains, the process is simpler — there's no regulatory body requiring documentation, and we can update the registrant details directly. Get in touch and we'll walk you through it.
---
# Direct .au domain names explained
Category: Domains & DNS · Updated: 2026-06-04 · https://help.jezweb.com/domains/direct-au-domains
Australia introduced a shorter domain option: instead of `yourbusiness.com.au`, you can register `yourbusiness.au`. These are called **direct .au domains**.
## Who can register a direct .au domain?
To register a `.au` domain, you need an Australian presence — typically an ABN, ACN, or a trademark registered in Australia.
## Priority allocation
If you already had a `.com.au` (or another second-level `.au` variant like `.net.au`) registered before **4 February 2018**, you had priority to claim the matching `.au` domain before the general public could. That priority period has now closed.
New registrations are available on a first-come, first-served basis.
## Do you need both .com.au and .au?
You don't have to have both, but many businesses register both to protect their brand and avoid someone else picking up the short version. You can point both to the same website.
## Getting help
If you'd like to register a `.au` domain or check whether one is available, email [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766**.
---
# What's included in your Jezweb hosting
Category: Hosting · Updated: 2026-06-04 · https://help.jezweb.com/hosting/whats-included-in-hosting
We aim to keep hosting and support affordable for small businesses. Your hosting plan covers a range of standard support tasks — and some things sit outside that and get quoted before we start.
## What's included
### Support
- Testing that a form on your website is working
- Adding Google Analytics or other tracking codes
### Warranty fixes
These are things we fix at no extra charge if something breaks:
- Website going offline
- Server or SSL errors
- Plugin errors
- Formatting errors on your pages
- Screen/device optimisation issues
### Email account management
- Creating new email accounts
- Updating passwords
- Helping you set up email on a new device
We're also happy to provide tutorials so you can make simple text and image updates yourself.
## What gets quoted separately
The following requests are outside the standard hosting inclusions and will be quoted before any work begins:
- Creating a new page or form
- Adding or updating text and images across multiple pages
- Custom coding (e.g. a calculating form)
- Adding products to a WooCommerce store
- Updating page layout or design
- Shopify support
- Social media banner images
- Print design — business cards, flyers, flags, logos
- Changing fonts or colours
- Adding a gallery or portfolio section
- Connecting forms to Mailchimp or ActiveCampaign
- Customising existing plugins
- Adding paid plugins for new functionality
If you're unsure whether something is included, just ask before we start — email [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766**.
---
# Website hosting, explained simply
Category: Hosting · Updated: 2026-06-04 · https://help.jezweb.com/hosting/hosting-explained
Every website has to live somewhere. That somewhere is called a **server** — a computer that's always on and connected to the internet, storing your website's files and sending them to anyone who visits.
**Website hosting** is the service of renting space on one of those servers so your website can exist online.
## Your domain and your hosting are different things
Your **domain name** (e.g. `yourbusiness.com.au`) is your address — what people type to find you. Your **hosting** is the space where your actual website files live. The two are connected by a setting in your domain's DNS, which points the domain at the right server.
You can have your domain registered with one company and your hosting with another, though it's simpler to keep both in the same place.
## Types of hosting
### Shared hosting
Your website shares a server with other websites. It's the most affordable option and suits most small business sites. Resources (processing power, memory) are shared, so if another site on the server gets a sudden surge of traffic it can occasionally affect yours — though reputable hosts minimise this.
### Managed WordPress hosting
A server set up specifically for WordPress, with automatic updates, security monitoring, and backups handled for you. This is what Jezweb uses for client websites — it means less to worry about on your end.
### Dedicated hosting
Your website has an entire server to itself. Faster and more flexible, but significantly more expensive and requires someone to manage the server. Suited to large or high-traffic sites.
### Cloud hosting
Instead of one physical server, your site runs across many servers simultaneously. This gives it resilience — if one server has a problem, another takes over. Most modern managed hosting platforms use cloud infrastructure behind the scenes.
## What good hosting includes
When you host with Jezweb, your plan includes:
- A server configured for your site
- An SSL certificate (the padlock in the browser bar)
- Business email accounts at your domain
- Security and software updates
- Backups
For a full list of what's covered and what gets quoted separately, see [What's included in your Jezweb hosting](/articles/whats-included-in-hosting).
---
# My website is down — what to check first
Category: Hosting · Updated: 2026-06-05 · https://help.jezweb.com/hosting/my-website-is-down
Seeing an error instead of your website is stressful — but more often than not, the
site is fine and something between you and it is having a moment. Three quick checks
will tell you which it is.
## 1. Try another device or network
Open your website on your phone — but first switch wi-fi **off** so it uses mobile
data. That checks your site over a completely different connection.
- **Works on your phone?** Your website is up. The problem is local — your office
internet, a router that needs a restart, or a cached page on your computer.
- **Down on both?** Keep going.
## 2. Refresh properly
Your browser may be showing you an old, broken copy of the page.
1. Hold **Shift** and click your browser's reload button (or press `Ctrl + F5` on
Windows, `Cmd + Shift + R` on a Mac).
2. Still odd? [Clear your browser cache](/website/clear-your-browser-cache) and try
again.
## 3. Check the exact error
What the page says matters — take a screenshot of it. "This site can't be reached"
points to a different cause than a "500" error or a security warning, and seeing the
exact wording saves us a round of questions.
## Then tell us
If it's down on multiple devices, [contact us](/support/get-support) straight away —
email [help@jezweb.net](mailto:help@jezweb.net) or call
[1300 024 766](tel:1300024766) — and include:
- Your website address
- The screenshot of the error
- When you first noticed it
Don't assume someone else has reported it. A quick message means we're on it sooner,
and we can usually tell you within minutes whether it's the site, the domain, or
something local to you.
---
# How your website is backed up
Category: Hosting · Updated: 2026-06-05 · https://help.jezweb.com/hosting/how-your-website-is-backed-up
If your website is hosted with Jezweb, backups are not something you need to set up,
remember, or pay extra for. They happen automatically, every night.
## What happens automatically
- **A full backup of your website runs every night** — all your files, images and
the database that holds your pages, posts and orders.
- **The last 14 days of backups are kept**, so we can wind your site back to any
night in the past two weeks.
- Backups are stored separately from your website, so a problem with the site
doesn't take the backups with it.
## When backups save the day
- A page was accidentally deleted or an edit went badly wrong
- A plugin update broke something overnight
- Content was changed and nobody is sure when or how
We can restore the **whole site**, or just the **files** or just the **database** —
which means a broken page can often be wound back without losing the orders or
enquiries that arrived since.
## What to do if you need a restore
1. **Stop editing.** More changes make it harder to pick the right restore point.
2. [Contact us](/support/get-support) with what happened and roughly **when things
were last right** — "it was fine Tuesday afternoon" is exactly the kind of detail
that helps.
3. We'll pick the right restore point and confirm with you before winding anything
back, so nothing newer gets lost by surprise.
## Before a big change
Doing a round of major edits, or letting someone loose on the site? Let us know and
we can take an extra on-demand backup first — a save point you can come back to that
doesn't wait for the nightly run.
---
# Use a password manager (and why we insist)
Category: Security · Updated: 2026-06-04 · https://help.jezweb.com/security/use-a-password-manager
If you use the same password on more than one account — or a simple variation
of it — your accounts are at risk. A password manager solves this without
asking you to memorise dozens of complicated passwords.
## What a password manager does
A password manager is an app that stores all your usernames and passwords in
an encrypted vault. You unlock it with one master password — that's the only
one you need to remember. When you visit a login page, it fills in your
details automatically.
Popular options include **1Password** and **Bitwarden**, but there are others.
Most work across your phone, tablet, and computer, and sync between devices.
## Why it matters for your business
**One weak or reused password can compromise everything.** When a website you
use gets breached — and it happens to major services regularly — criminals try
stolen passwords on banking sites, email accounts, and social media. If you've
reused a password, they'll get in.
**Strong, unique passwords for every account** is the answer. A password
manager generates and remembers them for you, so you don't have to choose
between security and convenience.
The six reasons to make the switch:
1. **One password to remember.** Your master password unlocks everything else.
All the complexity is handled for you.
2. **Genuinely strong passwords.** A good password manager generates a
different random password for every account — long, complex, and impossible
to guess. You'll never see it or need to type it.
3. **No more reuse.** Because you don't have to remember passwords, there's no
temptation to use the same one twice.
4. **Works on all your devices.** Most password managers sync across your
phone, tablet, and computer automatically. Log in on any device.
5. **Faster logins.** The manager fills in your username and password for you.
Over the course of a day, that adds up.
6. **Safer password sharing.** Need to share a login with a staff member?
Password managers let you share access to an account without revealing the
actual password. They can use it; they can't see it.
## Getting started
1. Choose a password manager and install it on your main device.
2. Create a strong master password you can remember — a passphrase (four or
more random words) works well.
3. As you log into sites over the coming days, save each login to the manager.
4. Let it generate new passwords for your most important accounts — email,
banking, social media — and update those accounts.
You don't have to migrate everything at once. Starting with your most
important accounts and adding others as you go is perfectly fine.
If you'd like help getting set up or want a recommendation for your situation,
get in touch: [help@jezweb.net](mailto:help@jezweb.net) or 1300 024 766.
---
# Domain renewal scams to watch for
Category: Security · Updated: 2026-06-04 · https://help.jezweb.com/security/domain-renewal-scams
Two types of email scam target business owners specifically because they own
a domain name. Both look official. Neither is.
## Fake domain renewal invoices
You receive an invoice that looks like it's from a domain registrar, saying
your domain is about to expire and asking you to pay to renew it. The catch:
it's from a completely different company, not your actual registrar.
Paying it doesn't renew your domain — it either transfers it to the scammer's
registrar (sometimes called "domain slamming") or you simply lose the money.
**How to tell it's a scam:**
- The sender is a company you've never dealt with.
- The renewal price is much higher than normal (domain names typically renew
for $20–$60 per year for common extensions).
- The invoice arrives much earlier than your actual renewal date.
**What to do:** Contact us before paying any domain renewal invoice you didn't
expect. We manage domain renewals for our clients and will invoice you
directly when the time comes.
## Chinese domain scam emails
This scam has been circulating since at least 2005 and is still active. You
receive an email — often with broken English — from someone claiming to
represent a Chinese domain registration agency. The email tells you that a
Chinese company is about to register your brand name under Asian domain
extensions (`.cn`, `.com.cn`, `.asia`, `.tw`, `.hk`, and others) and gives
you a short window — usually seven days — to act first.
The goal is to scare you into paying to "protect" your brand in China.
### What a scam email looks like
The emails follow the same pattern every time:
- **Broken English** — grammar and phrasing that a real business wouldn't
send.
- **Urgency** — a seven-day deadline to respond or lose your brand.
- **Vague agency names** — real Chinese trademark authority is the CTMO;
scammers use names like "China Domain Name Registration Centre" or "Asian
Domain Registration Service in China".
- **Unsolicited contact** — a real IP agency would never approach you cold to
warn you about a third-party application.
- **High or unusual pricing** — registration periods of five to ten years,
well above market rates.
Here's an example of the type of message these scams send:
> "This email is from China domain name registration center… We received an
> application from BaoYuan Ltd… They want to register 'yourbrand' as their
> internet keyword and China/Asia (CN/ASIA) domain names."
If you reply, you'll receive an application form and quote. If you don't
proceed, expect follow-up calls and emails pressuring you to act.
### What to do
**If you have no business presence in China:** Delete the email. Ignore any
follow-ups. You will not lose your brand to a Chinese company by ignoring
a cold-email scam.
**If you do have business in China:** Do not respond to the scam email.
Seek advice from a law firm that specialises in Chinese intellectual property.
How do scammers find you? Your contact details are publicly available when
you register a trademark with IP Australia, or via WHOIS lookups on your
domain name.
If you're unsure whether an email about your domain is genuine, forward it
to us at [help@jezweb.net](mailto:help@jezweb.net) and we'll take a
look.
---
# Reporting spam and scams in Australia
Category: Security · Updated: 2026-06-04 · https://help.jezweb.com/security/report-spam-and-scams
Reporting spam and scams doesn't always feel worth the effort, but it does
help. Australian agencies use reports to identify trends, warn others, and
take action against the worst offenders.
## Reporting spam to the ACMA
The **Australian Communications and Media Authority (ACMA)** handles
complaints about email and SMS spam.
**For SMS spam:** Forward the message to **0429 999 888**. Your standard
sending rate applies. Don't change the message — send it as-is.
**For email spam:** Forward the email, without any changes to the subject
line or content, to [report@submit.spam.acma.gov.au](mailto:report@submit.spam.acma.gov.au).
Before reporting, it's worth taking a few steps to reduce spam yourself:
- Don't tick marketing subscription boxes when completing online forms — they
are often pre-ticked by default.
- Read the fine print before entering competitions or signing up for services.
- Block sender numbers and email addresses in your email or phone app.
- Don't reply to spam to "unsubscribe" unless you recognise the sender — for
unknown senders, replying confirms your address is active.
## Reporting a scam to Scamwatch
**Scamwatch**, run by the Australian Competition and Consumer Commission
(ACCC), is the main place to report scams in Australia. You can file a
report at [scamwatch.gov.au](https://www.scamwatch.gov.au).
The report form asks about the type of scam and basic details about what
happened. Reports help Scamwatch track emerging scam types and issue public
warnings.
Common scam types worth knowing:
- **Identity theft** — scammers steal personal information to commit fraud
in your name.
- **Romance scams** — scammers build a fake relationship online before asking
for money or personal details.
- **Buying and selling scams** — fake listings or buyers on marketplaces.
- **Unexpected prize or winnings** — you have "won" something you never entered,
but first you need to pay a fee or provide your details.
If something seems too good to be true, it usually is. When in doubt, don't
hand over money or personal information until you've independently verified
who you're dealing with.
## If you've already been scammed
- Contact your bank immediately if money has moved or you've shared financial
details.
- Change your passwords if you've entered login details on a suspicious site.
- Report to Scamwatch even if you lost money — it helps others.
- Contact IDCARE (Australia's national identity and cyber support service) if
your personal information has been compromised:
[idcare.org](https://www.idcare.org).
If you're unsure whether something is a scam, feel free to forward it to us
at [help@jezweb.net](mailto:help@jezweb.net) — we're happy to take a
look.
---
# Think your website's been hacked?
Category: Security · Updated: 2026-06-04 · https://help.jezweb.com/security/my-site-might-be-hacked
Most hacked websites don't look hacked. The front end looks completely normal
while malicious code runs quietly in the background. Here's how to spot it
and what to do.
## Signs your site may be compromised
- **Google Search Console sends a warning** — Google actively scans for
malware and will email you if it finds something suspicious.
- **Your browser shows a security warning** when you visit your own site.
- **Google search results show strange descriptions** for your pages —
text in a foreign language, or completely unrelated content you didn't write.
- **You notice unexpected links or pages** when you look at your site's source
code or Google Search Console.
- **Visitors report being redirected** to unrelated websites.
- **Your hosting provider suspends your account** due to malicious activity.
One common type of attack involves hidden links injected into your website's
pages. They're invisible to visitors because they're hidden with CSS, but
search engines can read them. The attacker's goal is to use your site's
reputation to boost rankings for unrelated websites.
Here's what injected link spam looks like in page source code — a block of
links hidden so visitors never see them:
The front end of the same site looks completely normal:
The site owner in this case had no idea until we spotted it.
## First steps if you suspect a hack
1. **Don't panic, and don't log in repeatedly** — some attacks use brute
force on login pages and multiple failed attempts can lock you out.
2. **Check Google Search Console** if you have access — go to the Security
Issues section for any warnings Google has already flagged.
3. **Look at your site in Google search results** — search for your domain
and check whether the descriptions match your actual content.
4. **Contact us.** This is the most important step. We can run a proper
audit, clean the infection, identify how entry was gained, and harden
your site against repeat attacks.
## How sites get compromised
The most common causes are:
- **Outdated WordPress, plugins, or themes** — out-of-date software is the
single biggest attack vector for small business websites. This is why we
recommend keeping everything updated.
- **Weak admin passwords** — simple or reused passwords make it easy for
automated tools to guess their way in.
- **Nulled or pirated plugins** — free downloads of paid plugins frequently
contain malware.
## What we do when we clean a site
- Scan all files for known malicious code signatures.
- Remove injected content and restore clean files.
- Update all software (WordPress core, plugins, themes).
- Change passwords and review admin user accounts.
- Check for and remove any backdoors left by the attacker.
- Review and improve security settings.
If your site has been hacked or you've noticed anything unusual, contact us
straight away: [help@jezweb.net](mailto:help@jezweb.net) or
1300 024 766. The sooner we look at it, the less damage there is to undo.
---
# What's billable and what's included
Category: Billing & account · Updated: 2026-06-04 · https://help.jezweb.com/billing/whats-billable
We want you to understand how we think about billable time, so there are no surprises. These guidelines apply to web developers, designers, and content writers — anyone working on your project.
## Billable time
### Active development
Time spent writing code, debugging, testing, and implementing features for your project.
### Meetings and consultations
Project planning meetings, design reviews, calls to understand your requirements, or update meetings with you or your team.
### Research and problem-solving
Time spent investigating an issue or researching the best solution to a problem in your project.
### Documentation
Writing instructions, creating specifications, recording screen walkthroughs, or reviewing work — anything that helps explain or maintain what's been built.
### Support and maintenance
Ongoing support after a project is live — answering questions about features, fixing bugs, deploying updates, or maintaining infrastructure.
### Onsite time
If a team member travels to your location, the travel time from our office to yours is billable, along with any parking or toll costs. Time working with you onsite is billable.
### Changes to agreed scope
If you change your mind or redirect work mid-project, that time is still billable — it's work done on your behalf, even if the direction shifted.
## Not billable
- **Internal team meetings** — our own planning sessions, training, or company-wide meetings that aren't about your project
- **Admin tasks** — timesheets and internal admin
- **Downtime** — unplanned interruptions, system outages, or waiting on approvals from our side
- **Personal breaks** — meal and comfort breaks for our team
## How we bill
Time is billed in one-hour increments unless we've agreed otherwise in advance.
Invoices are typically issued at the start of the week for the previous week's work. Payment is due within seven days. If an invoice isn't paid, work on your project will pause until it's settled.
## Billing disputes
If you believe time billed isn't related to your project, contact us and we'll investigate. If the dispute is reasonable, we'll adjust the invoice. If we determine the time is correctly attributed, we'll explain our reasoning and reissue.
Questions? Email [help@jezweb.net](mailto:help@jezweb.net) or call **1300 024 766**.
---
# How to pay your invoice
Category: Billing & account · Updated: 2026-06-05 · https://help.jezweb.com/billing/pay-your-invoice
The fastest way to pay a Jezweb invoice is online, by card.
## Pay online by card
1. Find your **invoice number** — it's at the top right of the invoice we emailed
you.
2. Go to **[jezweb.com/pay](https://jezweb.com/pay)**.
3. Click **Pay by card**, enter the invoice amount and your invoice number, and pay.
Payment is processed securely by **Stripe** — the same payment platform used by
millions of businesses worldwide. Your card details go to Stripe, not to us, and
the invoice number you enter makes sure the payment lands against the right account.
## Other ways to pay
Your invoice lists the payment options available — the details are on the invoice
itself. If you'd like to arrange something else, just ask.
## Questions about an invoice?
If something on an invoice doesn't look right, or you're not sure what a line item
covers, email [help@jezweb.net](mailto:help@jezweb.net) or call
[1300 024 766](tel:1300024766) before paying — we're happy to walk through it.
You might also find [What's billable and what's included](/billing/whats-billable)
useful.
---
# How to get support (and get the fastest answer)
Category: Get support · Updated: 2026-06-04 · https://help.jezweb.com/support/get-support
The Jezweb team is based in Newcastle, Australia. There are two ways to reach us:
- **Email:** [help@jezweb.net](mailto:help@jezweb.net)
- **Phone:** [1300 024 766](tel:1300024766)
## What to include in your message
The more context you give us, the faster we can help. When you get in touch, please include:
1. **Your website address** — the URL of the site you're asking about (e.g. `www.yourbusiness.com.au`)
2. **What you were doing** — which page were you on, what did you click or try to do?
3. **What you saw** — describe the error message or unexpected behaviour, or copy and paste the exact text if there is one
4. **Screenshots** — a screenshot shows us exactly what you're seeing and saves a lot of back-and-forth
On a Mac, press `Cmd + Shift + 4` to take a screenshot of part of your screen. On Windows, press `Win + Shift + S`. On a phone, your usual screenshot method works perfectly — just attach the image to your email.
## Remote desktop support
Sometimes the fastest fix is for us to see your screen. If we arrange a remote
session with you, go to [dualmon.com/assist/jezweb](https://www.dualmon.com/assist/jezweb)
and follow the prompts — it connects your computer to our support team for that
session only. Only ever start a remote session you've arranged with us directly.
On a Mac, macOS asks for a couple of permissions the first time — this short video
shows what to click:
## A few things that help
- If your problem is with a specific page, include the full URL of that page
- If you received an error email or bounce message, forward it to us
- If the issue is intermittent, let us know roughly when it happens and how often
The more you can tell us upfront, the less time we'll spend asking follow-up questions — and the sooner your issue gets sorted.