How-to

Top 11 FAQs asked by our lovely customers

FAQs

Have a burning question about domains? Confused by a renewal message? Knowing a fair few of you come unstuck at the same hurdles, we thought we’d ask our dear Support team for their most frequently asked questions posed by customers and bring them all under one roof, right here, along with the answers. You’re very welcome!

FAQ 1

I renewed my domain name/subscription. Why is it saying it’s expired and/or asking me to repay?

Answer

Domain renewals are separate to subscription renewals and are processed independently of each other. Subscription renewals cover your monthly or annual package on Moonfruit and are set to be taken automatically (unless you’ve cancelled your agreement). All domain name renewals need to be done manually from the domains page on your account.

To review your subscription details login to your account and visit this page: http://www.moonfruit.com/billing

To review your domain details login to your account and visit this page: http://www.moonfruit.com/my-domains

FAQ 2

I already paid for my subscription. You sent this renewal email to the wrong person.

Answer

Quite a few of our customers have multiple accounts and sometimes forget about trial ones they’ve opened in the past. Check the username in the email to see if it’s meant for your current account or a different one. If it’s for a trial or free account you no longer use, let us know and we can shut it for you. If it’s for an existing account, contact us because there might be a way we can consolidate everything in one place.

FAQ 3

When will your blog/table/form/people function/feature I requested months ago be available?

Answer

We’re working on them, honest. The problem with giving set release dates for features is that it’s difficult to estimate how much time we’ll need for testing and then solving the inevitable bugs that crop up. Admittedly the roll-out for HTML5 has been slower than we expected but that’s partly due to a revamping of the platform on which they were being built. For a more detailed explanation on this and an update for blogs and contact forms please check out this blog post: http://www.moonfruit.com/blog/post/2013/12/13/A-word-from-our-developers-on-the-ground…

As for the other stuff, we’ll get there and appreciate your continued patience. If there is a feature that you really want but it’s not yet ready, why not get in touch with someone in our support team to see if there is a work around you can use in the interim?

FAQ 4

Can I have a VAT receipt for my subscription/domain purchase?

Answer

Sure, just send a request to someone in our support team making sure to reference your account email or domain name and we’ll get it sent over to you.

FAQ 5

Your guides don’t always match up with what I see in my editor. Why?

Answer

We released the HMTL5 (v6) version of our site building software in June of 2013. Not all of the features in V5 (old software) are available in V6 so there will be some discrepancies if you’re using an old guide to edit a new site. However our support team is on hand to solve any issues you may have so if you’re confused, please get in touch. (And look out for more guides in 2014.)

FAQ 6

How do I renew with my new card?

Answer

To renew with your new card, login to your account, click on ‘Billing’ from the top right drop down menu.

Once you are on your billing page, you can cancel your existing agreement. If you are close to your renewal date, go ahead and hit ‘Renew’ to enter your new card details. Your payment will be automatically taken. For this reason, we advise you to wait until your old subscription is up before renewing. But rest assured your due date is calculated from the day you renewed so you won’t lose out on any days if you pay before the due date.

FAQ 7

How do I transfer my domain out of Moonfruit or into Moonfruit from a different provider?

Answer

Let’s go over transferring in a domain first. To move a domain from a third party host over to Moonfruit, you have ask them to unlock it for you and then provide you with a transfer authorisation code (note: you don’t need this if you have a .uk domain) From there, follow the illustrated guide we’ve set up that takes you through each step:

http://support.moonfruit.com/entries/25861642-How-do-I-transfer-a-domain-name-to-you-

Transferring out a domain is also known as releasing it. To make technical changes to your domain name we’ll have to release it to you so that you can manage it directly from Gandi, our registrar. To release a domain please send in a support ticket request. Our team will then action it for you.

FAQ 8

How do I embed a video/audio/other kind of widget?

Answer

Most things can be embedded using the HTML snippet widget. What you’ll need to do is get the HTML code from the 3rd party application (Youtube, Vimeo, Soundcloud, etc). Save this into a text file or notepad.

Then on your Moonfruit site, go to the Page that you wish to insert the file into and click on Insert > HTML Snippet > Click on ‘Set up’ > In the ‘Set up’ tab, copy and paste the code you saved in the text or notepad. > Click ‘Apply’ > ‘Save’ and then ‘View my site’ to see how it looks. In some cases after you’ve pasted in your code and hit ‘Apply’ you’ll be prompted to change the size dimensions. Click ‘Yes’ as you can always resize the Widget by dragging the corners if you’re not happy with it.

For a more detailed explanation of how widgets work, have a read through the blog post we wrote dedicated to this: http://www.moonfruit.com/blog/post/2013/06/19/How-to:-Use-the-snippet-widget

FAQ 9

I’ve finished building my site, what should I do?

Answer

Congrats! If you’ve set it as ‘Restricted’ to the public, all you need to do is turn this setting off by going to Edit Mode > Admin > Site Access > Make your site unrestricted.

If you haven’t set it as private, you don’t need to do anything. Your site should be live and ready for the world to see. If you’d like to purchase a unique domain name for your site, you can do so from the Domains page in your account.

FAQ 10

How do I add Google Analytics to my site?

Answer

This one’s a lot easier than it seems. We’ve made a short tutorial that goes through all the steps over here: http://www.moonfruit.com/blog/post/2013/10/09/How-to%3A-Set-up-Google-Analytics

FAQ 11

Why isn’t my site appearing in Google?

Answer

Building a website and buying a domain name aren’t enough for your site to appear top of the Google rankings. You’ll have to spend some time working on your site’s Search Engine Optimisation (SEO) in order to drive traffic and increase your web presence.

There are a number of things you can start doing that will help. To assist you, we’ve created a set of guides and short tutorials around the subject. Please have a look at the following blog posts:

Basic SEO Web Tips

Crafting a website name and description for SEO

How to optimise your website content for SEO

How to get a website to appear in Google

There’s also a wealth of information on our forums and, of course, if you have any other questions that need answering, get in touch with our Support team.

 


Amita Parikh
Content writer

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