Submit a request to customer support

To help us effectively troubleshoot your issue, please provide as much detail as possible in your request, including step-by-step descriptions, screenshots/screen recordings, and any error messages.

Providing comprehensive information upfront allows our support team to better understand and quickly resolve your technical issue or question. While awaiting a response, we recommend reviewing our first FAQ below on steps to try before submitting a ticket.

Connecting with our team made easy

For the quickest assistance, we highly recommend submitting a detailed customer support request through the form above or by using our live chat (the chat box in the bottom right corner of this page).

Live chat support is available to all customers, while phone support is limited to Support Plus and Support Premium plans. Google Meet sessions are exclusively offered to Support Premium customers.

Our customer support team is here to help Monday – Friday, from 9am to 5pm (AEST). If you have an issue after hours, please submit a request via the form above and we’ll attend to it at the earliest opportunity.

Can I book a meeting?

If you have a list of questions or would prefer a more interactive conversation, customers with Support Premium can schedule a Google Meet session with a dedicated member of our customer support team.

Enjoy the flexibility of sharing screens—ours or yours—for a comprehensive support experience. Exclusively available to those on our Support Premium plan.

 

Can I talk to someone right now?

Yes! Our live chat operates Monday to Friday from 9am to 5pm (AEST). Just click the chat box in the bottom right corner of this page for quick assistance.

Alternatively, if you are on a Support Plus or Support Premium plan, you can dial 1300 558 807 between these times to speak to someone via phone.

Your questions - answered!

The best way is to submit a support request via the customer portal above or you can also try our live chat. Please include as much detail as possible such as screenshots and steps to reproduce the issue. Our team will be notified immediately.


While awaiting our response, consider doing the following:

Check Internet – Ensure a stable connection by running a speed test and checking if other sites load properly. Connect to a different network if needed.

Switch Browsers – Some issues are browser-specific. Try opening the site in a different browser like Chrome, Firefox or Safari to see if the problem persists.

Use Another Device – See if the problem is device-specific by viewing the site on a laptop, phone or tablet.

Review Recent Changes – If you’ve recently done any large uploads or changes, this can cause issues.

Clear Cache & Cookies – Outdated cache might cause display issues. You can clear your browser cache and cookies by following these steps:

Settings > Privacy > Clear Browser Data

We currently do not offer after-hours emergency support. For any urgent issues, please submit a customer support request through the customer portal above and we’ll respond at the earliest opportunity.

Our subscription packages cover hosting, maintenance, security updates, backups, and ongoing support. The level of support and specific inclusions depends on which support package you have selected. Please refer to the package comparison chart on our pricing page or contact our support team for full details on your current plan’s inclusions. You can also get quick answers about your plan via our live chat or customer request portal.

Our websites are designed to be SEO-friendly, with clean URL structures and proper site structure. While we do not directly manage SEO campaigns, our web design best practices help search engines understand and rank your content more effectively.

Yes, we can integrate your website with your social media channels like Facebook, Instagram etc. This allows features like social sharing buttons and social media feeds to appear on your website. We will need your social media logins to do this or you will have to log into your social media accounts through your website and complete the installation of the social media feeds. To get started, just reach out to our team via phone, live chat or submit a request to customer support.

We take your website security very seriously. All our sites feature SSL certificates, strong passwords, limited admin access, and regular software updates in WordPress. We also run regular scans to detect threats early.

If you’ve had your website with Sites That Convert for over 2 years, you may be eligible for our website design refresh*. This includes a *$1000 credit towards a new website when you resign for 24 months after the initial 2-year period. Reach out to our team to discuss your options.

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