Support Manual

This area will keep you informed on system notices and upcoming updates.

For the most up to date info please join our facebook group.

This area will give you access to your site statistics and show you when your backups were last done.

To access your Site Stats click on a month next to your site name to view that months site statistics.

Understanding Your Website Statistics

Your website statistics (sometimes referred to as metrics) can help you see how many visitors come to your site, what pages they view, how long they remain at your site, and where they came from. Web metrics will also show what search engines and keywords were used to find your site.

Here are some definitions you may find useful:

• Unique Visitors - The number of unique visitors to your site. If someone visits your site every day during the month, they are only included once, assuming they visit from the same computer and/or IP address.
  
• Number of Visits - The total number of visits to your site. If someone visits your site every day during the month, each visit will be included in this number.
  
• Pages - This is sometimes referred to as page views, and refers to the total number of pages that your site has displayed. If someone visited your site once during the month and viewed ten different pages, each page they viewed would be included in this number.
  
• Hits - This is often the most recognized but least important number, because a "hit" is registered every single time an element (technically a file such as a page or an image) is opened. If someone visited your site once during the month and viewed ten different pages, and each page had nine photos on it, this one visit would account for 100 "hits."
  
• Bandwidth - This is the amount of data that is transferred from your site to your visitors' computers. Each time a file, such as text, an image, or a song or video is displayed, it uses bandwidth roughly equal to the size of the file. This means that large files, such as videos, use more bandwidth than small files, such as simple text pages. Every account has a bandwidth quota, so this number can be helpful in determining how yours is being allocated.

You will find lots of information in this report. Some of the more helpful statistics include:

• Monthly History
• Daily History
• Visits Duration (how long visitors stayed on your site)
• Pages - URL (which pages were most frequently viewed, which pages visitors landed on when they arrived at your site, and which pages visitors were on when they left your site)
• Origin (connect to site from shows which sites visitors came to your site from)
• Search (which keywords and keyword phrases were used to find your site)

Backups will be shown in this list for the last 3 days. 

Pages are backed up and stored for 30 days.

Modules are stored for 30 days.

Files are backed up once a day, and stored for 2 weeks.

This area is for you to view any of your pending tasks or errors.  For example when you export a large amount of products that will be sent to your "Scheduled Tasks" area.

You can see a video here for more info. about the Scheduled Tasks area.

This area is where you can see your billing for all of your domains, you can also Terminate your site in this area as well.

In this area you can

1. See Billing information and visit the Billing website(once you are on the billing site here is the video on updating your CC)
2. See the Status of your DNS
3. Check your Remote hands hours
4. And Terminate your site(see video on how this is done)

See screenshot:

You can go to the billing site when you click on the blue link for ANY invoice in your invoice list.

This area is where you can create email accounts for all of your domains listed.

If you have no email accounts you will first want to create them by clicking the "add email" button.

Next you will want to create a name for the email, and a password.

1. You can optionally setup an auto reply
2. If you wish to use this account to forward to other accounts this is where you will specify that.
   
3. If you want to forward your messages from this account to another and also still be able to check the account messages in a mail client or webmail, then you will want to enable "Keep copies of redirected messages on server"
   
4. If you wish to automatically redirect spam to another account (like Spam@yourdomain.com) you can specify that account in the next line.
   
5. You can enable greylisting.  For specific information about greylisting please click here
   
6. If you will be using Webmail you can enable it for this email account on the last line there.
   

Be sure to save your settings.

To setup your mail account you will find the settings on the bottom portion of the screen when you edit the newly created email account.

Also you can find videos for your mail client and specific instructions for each here

In this example these settings are for the account "blog@videos.websiteforge.com" your settings will reflect your account.

Also in this area you will find a "White list" box.  You can specify domains that you wish to always allow or specific email addresses that you always wish to alow. (this will bypass greylisting and spam filter)

A Sub account user is a user that can access certain areas of your site.  If you have employees that you wish give certain tasks to then you can give them a sub account and grant them access to do certain things on your site.

If you visit the Dashboard > Sub-accounts area and it says "This advanced feature is turned off. Please contact tech support concerning enabling this functionality." then all that you need to do is contact support and let the support person know that you wish to enable sub-accounts and how many users you would like to have.  You will create the rest once it is enabled.

When you are ready to add a new user click on the "add account" button.

Then you will need to fill in the user information seen on the next screen.

This is where you will give your new user a username, Password, and grant them permission to whatever area you wish to grant for this new user.

NOTE: when the user logs in to make changes they will need to login with the main username/TheirUserName.  For example the user created in the above example would need to login with "wfvideos/test" and the password given to that user.

There are a few ways to ship internationally on your site.  This Answer will go over how to setup some standard international shipping Conditions & methods.  To see how to setup Bongo to ship internationally please click here for a quick video or Here to see written instructions and more help relating to Bongo.

When setting up International shipping conditions and methods you will need to define where in the world you are shipping.  You can do this by creating a "zone" for the places you wish to ship to.

Go to YourDomain.com > Modules > Ecommerce: E-Commerce (m11) > Shipping Zones

Next choose the countries you wish to ship to and click the "add item" button to add it to the list on the left.  All of the countries in that list will be countries that you can ship to.  Once they are all added you can click "add" to create the new zone for international shipping. (in this example we are going to add Spain, and we are going to name this zone Spain so it is easy to identify later)

See screenshot:

Now that you have your destinations selected and your zone created you will now need to create a shipping condition that will use that new zone.

Go to YourDomain.com > Modules > Ecommerce: E-Commerce (m11) > Shipping Conditions/Methods

and click on "add Condition".

Then you will want to name your condition relevant to where you are shipping so that it is easy to create Methods for it.

see screenshot:

Here is a breakdown of the Condtion Settings

1. You can limit the order amount in the "order total range".  This is most used if you wish to have a minimum order total before shipping to this particular area
2. You can specify a weight range.  If you sell heavy items you may not want to ship them internationally.  If so you can set the top range weight to a smaller amount.
3. The destination zone is where you choose the zone that you previously created
4. Sources are setup in YourDomain.com > Modules > Ecommerce: E-Commerce (m11) > Shipping Sources.  If you only want to offer shipping from one particular source this is where you can specify one or any source
5. You can restrict what itesms are shipped by clicking the drop downs next to "items" and selecting "items selected" then choosing specific categories or items that you wish to ship to this particular area, or by choosing "all except selected " if you have only a few items you wish to exclude from shipping to this area.
6. You can also specify if this shipping option applies to a particular group of buyers or only certain buyers.
7. You can also exclude p.o. boxes by checking the bottom box and cicking save.

Once you click "save" it will take you back to the main Shipping Conditions/Methods screen.  Now you will need to determine what Shipper you wish to use for shipping internationally.  This is done by adding shipping methods.  

Click on "add method" and choose the Condition you just created and then Choose what shipper you wish to use (UPS, Fedex, USPS, DHL, Freightquote) then click "add".

see screenshot:

The next screen will allow you to choose how this shipper will ship.  Be sure to pick a method that IS international.  For UPS the methods available are worldwide express, worldwide expidited & worldwide express plus.

See screenshot: 

If you do not wish to charge an upcharge for shipping, then you can click save and add more methods if you wish to offer multiple methods.

If you wish to add a markup you can do so in the table at the bottom.  Here is how it works.

The "ranges by" allows you to select what the upper value in the table is calculated by item quantity, order total, or Weight. (in this example I will use "order total")

In the example above when an  order is under $50 it will add 15% markup on shipping, orders between $50-$99 will have 10% markup, and the rest of the orders will have 5% markup

Be sure to Save your changed under the table, then save the method when finished.

If you wish to define more methods you may add as many as you wish.

NOTE: when an order is searching for a shipping method, it will look at your conditions and start at the top and go downward.  If the order in the shopping cart doesn't meet the requirements of the first condition it will look at the next until it finds a condition that allows that order to ship.  So placement of the conditions can be important.

How to add FREE SHIPPING using a shipping method, and other ways to configure free shipping.

This area will show you how to add the mini shopping cart and customize it.

First go to the page or the area you wish to add your shopping cart to.  We recommend adding your shopping cart to an area of your site that is visible on many pages ( like a header or side area that is shared with the majority of your pages).

Add a new empty frame. (click here if you do not know how to add a new empty frame)

Next Choose "Frame Type and Info". (Click here to see the Content Tool bar icons)

Then choose your E-commerce module in the first drop down list.

And "mini Cart" in the second drop down list.  When you click "Save" it will take you to the frame settings of the mini cart frame.

Starting at the top...
Layout: you can choose "landscape", "Portrait", or "minimal".

You can see slight differences in each. 

Show buttons when cart Empty: This feature will show the "view cart" and "checkout" buttons when there are no items in the cart.

Product Count Label: This option can be changed to say anything you would like if you do not want it to read "you have x products in your shopping cart"

Empty Cart Label: This allows you to change what the cart says when there are no items in it

View Cart Label: This allows you to change the label that reads "view cart".

Checkout Label: This allows you to change the button label for "checkout".

Empty Cart Icon: This allows you to have a customized icon for your empty cart.

Non-Empty Cart Icon: This allows you to have a customized icon for your non empty cart.  You can use any image file, but the size should be (32x32)

See an example of different cart icons here:

Enable Shipping Calculator: This will put a link in your shopping cart for the shipping calculator so users can estimate the shipping cost.

Wish List Product Count Label: This will allow you to have a custom label for your Wish List if it is enabled.  (Click here to learn how to enable your wish list)

Empty Wish List Label: This will allow you to have a custom label for the empty wish list.

View Wish List Label: This will allow you to make a custom label for the viewing the wish list

Empty Wish List Icon: This works the same as the custom cart icon mentioned above.

Non-empty Wish List Icon: This works the same as the custom empty cart icon mentioned above.

Show In: This option allows you to determine if the cart will show in the full version website, mobile version site, or both.  (to learn how to enable your mobile website click here)

Mobile Version Appearance: You can determine if you wish the mobile version to show a default cart, Full cart or Minimized cart.

Title for Minimized Frame: You can create a title for the minimized frame if you wish.

Here you will find a breakdown of all of the content Toolbar icons.  The Toolbar looks slightly different in Internet Explorer then it does in Firefox.  This example will break down the Firefox Content Toolbar.  In Firefox you will only THIS toolbar on the "page layout" screen. 

(Click Here for Internet Explorer content toolbar breakdown)

This area will show you the differences between the Mini Cart and the Full size Cart options.

The Mini Cart shows you basic info. like how many items are in your cart and the total of your cart.

The full size cart shows you all of the items in your cart, Quantities and Totals.

Here you see how the empty carts look side by side:

and now how they look when there are items in the cart:

Here are some Pros of each.

For detailed instructions on how to add the mini cart to your page click Here.  For instructions on the Full size Cart Click Here.

There several ways you can accept credit cards.  This answer will tell you what you will need and how to set it up.

First you will need a merchant account.  There are several merchants that we support.  Here is the list:

Here is a list of videos that pertain to the payment settings setup as well. (click here)

Once you have a Merchant account you can set it up in your E-commerce module under "Payment Settings".

Each method has different requirements to set them up.  If you edit the method you wish to use you will find more detailed instructions on how to set it up on the individual payment setting method screen.

Also if you do not have an E-Commerce Module, you can put Paypal "buy" or "Donation" buttons on your site to accept payment through Paypal. Here is a quick video on how to do that. (click here)

If you have several methods to accept payment you can check and setup each method and then select the method you prefer to use at the bottom of the "payment settings" page. (See screenshot)

Here are the instructions to setup your email account in outlook 2010:

(you can also click here to watch a quick video on how to set this up)

1. Open Outlook 2010. If the Microsoft Outlook 2010 Startup wizard displays automatically, on the first page of the wizard, click Next. Then, on the Email Accounts page of the wizard, click Next again to set up an email account.
   If the Microsoft Outlook 2010 Startup wizard doesn't appear, on the Outlook 2010 toolbar, click the File tab. Then, just above the Account Settings button, click Add Account.
2. Click Manually configure server settings or additional server types, and then click Next.
3. In the Choose Service page of the wizard, select Internet Email, and then click Next.
4. Provide the following information on the Internet Email Settings page:
   Under User Information:
   
   1. In the Your Name box, enter the name you want users to see when you send email from this account.
   2. In the Email Address box, enter your email address.
   3. (you can obtain your e-mail account information when you edit your e-mail address in the "email and spam white list" area of your Websiteforge Members area.  Or click HERE to view a quick video on how to obtain your email account information)
   Under Server Information:
   
   1. Under Account Type, select POP3.
   2. In the Incoming mail server box, enter "mail.websiteforge.com" OR "mail.wsfcloud.net".
   3. In the Outgoing mail server (SMTP) box, enter "mail.websiteforge.com" or "mail.wsfcloud.net".
   Under Logon Information:
   
   1. In the User Name box, enter your email address.(this will look like your e-mail address with the "." symbol instead of the "@" Symbol.  Example: Yourname.YourDomainName.com
   2. In the Password box, enter your password. If you want Outlook to remember your password, make sure the tick box next to Remember password is selected.
5. At the lower-right side of the page, click More Settings, and then fill in the Internet Email Settings dialogue box as follows:
   On the Outgoing Server tab, select My outgoing server (SMTP) requires authentication.
   On the Advanced tab:
   
   1. Under Incoming server (POP3), be sure SSL is NOT checked.  And use port 110 for Incoming.
   2. Under Outgoing server (SMTP), use either port 25 or 2525 for outgoing.
   3. If you're using POP3 and you want to keep a copy of your messages on the server, under Delivery, click Leave a copy of messages on the server. If you don't select this option, all messages will be removed from the server and stored locally on your computer. (it is recommended that you do not check "leave a copy of messages on the server".  However if you do BE SURE TO CHECK "Remove messages after x amount of days" and specify 1 to 3 days)
6. On the Add New Account page, click Next. After Outlook 2010 tests your account, click Close to close the Test Account Settings dialogue box.
7. On the Congratulations page, click Finish.
8. On the Account Settings page, click Close.

Yes, there are 2 ways this can be done.

1. You can sign up for Google apps standard.  This is a paid service with Google.  Once you sign up with that service we can point your mail records to their servers.  Click here to view Google's pricing.  Click here to see our procedure for changing the MX records for their service.

2. This is a free way to use Gmail to send and receive messages as you. (for example you can send messages as JohnDoe@JohnDoesDomain.com if "johndoesdomain.com" is your domain name)

First you will need a free gmail account.  You can use your personal gmail account or create a new one just for this purpose.  Then enter that account as either your personal user or the new user account that you have just created and follow these steps you can also view a quick video on how to set this up here:

• Click the Settings gear in Gmail.
• Now select Settings from the menu that comes up.
• Go to the Accounts and Import category.
• Click Add a POP3 mail account you own (or Add another email address you own) under Check mail from other accounts (using POP3):.
• Enter the account's address under Email address:.
• Click Next Step ».
• Type the user name (For Websiteforge users you will use your email address using the "." instead of the "@" symbol, for example "JohnDoe.JohnDoesDomain.com") under Username:.
• Enter your POP account's password under Password:.
• Next change the POP server name under POP Server to "mail.websiteforge.com"
• I strongly recommend NOT to keep copies of retrieved messages on the server (Leave a copy of retrieved message on the server.)
• Click Add Account » (or Add Account if you have previously set up the address for sending in Gmail; in this case, you're done).
• Make sure Yes, I want to be able to send mail as ___. is selected.
  • This allows you to send mail from Gmail using the POP account's address in the From: line. Typically, it won't hurt to turn this on.
• Click Next Step ».
• Enter the name you want to appear as the sender when you send mail using the address in Gmail under Name:.
• Click Next Step » again.
• Now click Send Verification.
• Switch to the main Gmail window and go to the Inbox.
• Open the Gmail Confirmation - Send Mail as ___ message as soon as it arrives (this may take a couple of minutes).
• Copy and paste the confirmation code into the Enter and verify the confirmation code form.
• Click Verify.

This is not a problem, if you wish to use an exchange server or other mail provider we can point the mail records to that provider.  All you need to do is contact Support either by email: support@websiteforge.com, by Phone: 1-888-558-2446 x2 or create a ticket and supply us with the I/P address of your new mail provider or exchange server and all of your contact info.

Once we make those changes we will notify you and ask you to confirm the changes.

Also see details here about DNS settings.

Currently we do not have a DNS manager for users to make these changes on their own.  But we are happy to make any changes like this for you.

You can view and remove messages in webmail.

You can enable webmail for an email account in the WebsiteForge Members area.  By editing the email account and checking the "allow webmail" check box for the account this will allow you to login to webmail.

Once allow webmail is enabled you can visit your webmail site at webmail.YourDomainName.com

see screenshot:

Then click "login". (if you are unsure of your E-mail password you can click Here to watch a quick video on how to obtain your email password)

Once logged in you can view your messages.  or Delete them.  If you have already received your messages in a program like outlook and need to make some room for new messages you can either remove them in webmail, or can change your email client settings to not leave messages on the server for more than 1 to 3 days. (This is the recommended practice).  If you wish to remove messages in webmail you can select all messages.  See Screenshot:

See Screenshot:

Click on the "select arrows", then click "all".  IF you wish to select all to remove the messages.

See screenshot:

Once all messages are selected you can click Delete.  You should only remove all messages when you are sure you no longer need them, or they are already downloaded to a program like Outlook.

To make your ADs searchable you will need an "ad module search box frame" and a results page that contains an "AD List" frame that is configured to be "search results". (to display the search results)

Here is a quick video on how to add a "search Box Frame".

Here is a quick video on how to add an "Item list" frame.  Be sure to configure it to search results.

First to make a search results page.  You may want to create a blank page for this and name it "search results".

See screenshot:

Next Change the module to "Ad: Module" and Frame type to "Item list"(in the picture below it does say "answer list" that is only because I have told my module to treat "items" as "answers").

See screenshot:

When you hit "save" it will take you to the frame settings of your item list page.  This is where you can tell your item list to be a "Search results" page.  The rest of the options on this page are for cosmetic changes with how things are displayed.  How you want this layed out is up to you, based on your needs. :)

See Screenshot:

Then click "save".

Next to add your search box frame you will want to go to the page, and area where you want the search box frame to appear.  Then click on an empty frame and click the "Change Frame type" icon on the content toolbar.

See Screenshot:

Next, change the frame type to "Ad: Module", Frame type "Full Text Search Box".

See Screenshot:

Next you can configure your search box's settings.  These settings could be different for everyone.  They are based on things you need to determine for your site.  Like:

1. How do I want the my search box to look? ( do I want a very simple search box or a more advanced search box with more search options available to the user)

2. What search mode will be best for the contents of my site?

    A. "Search for Phrase" means that if you search for the term " brown teddy bear" and you have an item called  "brown teddy bear" it will be found.  However if your item is called "teddy bear" or "brown bear" it WILL NOT be found.  Because the term used to search is "brown teddy bear" all of those words need to appear in your item in that order.

    B. "Search for all words" means that with the example above "brown teddy bear" will find your item if all of those words exist in any order in the item.  So if you have a description that reads something like "we sell teddy bears, in all colors.  Brown, Blue, Yellow.  This search option WOULD find your item with this search term.  But would not find it if you only have 1 or 2 of the words in the searched term.  If someone were to search for "brown teddy bear" and your item only has the words "brown" and "Bear" then your item would not show up in the results.

    C.  "Search for any word" means just that. :) if ANY of the words searched exist in a product it will find them.  If "brown teddy bear" is searched, all items with each of those words will show up in the result.

Also, there is an option for "whole words only".  This setting will force a search of the EXACT words searched.  So if your item is called "brown teddy bears" and someone searches for "brown teddy Bear" it would not be found if "whole words only" is checked.  Because the "S" is not a part of the searched term.

This can be complicated, so sometimes it is best to simply test it out on your site with different search terms and see what works best for you.  Or speak with a tech support rep for a recommendation for your site.

This area is also where you specify a search results page.  If you do not have an "ad:item list" frame set to "affected by search" then your drop down box will show "NONE".

See Screenshot:

Changing the Mozilla Thunderbird settings

To leave messages on the server, you will:

• Open the server settings window for your mail account
• Check the Leave messages on server checkbox

1. Start the Mozilla Thunderbird program.

When Thunderbird opens, click Tools, then Account Settings from the menu bar.

2. The Account Settings window will appear.

• Click the small "plus sign" to the left of the account to expand the list beneath it.
• Click Server Settings.
• Check the box next to Leave messages on server. You may also want to check the Until I delete or move them from Inbox option as well.

3. Close the Account Settings window.

Changing the Apple Mail settings

To leave messages on the server, you will:

• Open the Advanced settings window for your mail account
• Uncheck the "Remove copy from server after retrieving a message:" checkbox

1. Start the Mail program.

If the Mail program isn't already running, start it now.

2. Open the "Preferences" window.

Using the menu bar at the top of the screen, click Mail, then Preferences:

The preferences window will appear.

3. Choose the "Account Information" screen.

Navigate to the "Account Information" screen shown below:

4. Disable "Remove copy from server".

Select the "Advanced" tab.

Uncheck Remove copy from server after retrieving message.

5. Close the "Preferences" window and save the changes.

Close the "Preferences" window. When the "Save Changes" dialog pops up choose Save.

Need help Setting up your Iphone?  Watch this quick video on how to setup your IPhone Email account.