Submit a
Support Ticket

Need some help?

Submitting a support ticket is quick, easy and allows us to assist you more efficiently. So that we can provide you with the best possible assistance, be sure to provide a detailed description of the issue you're experiencing so our team can re-create the issue you're experiencing.

Adding a new Feature or Page

If you'd like to transfer your website away or cancel your services, please complete the transfer out request form:

Transfer Out Request Form

If you're only looking to cancel a specific service, but not all of your services please contact us here.

If you'd like to update your billing details, please enter your new details below. If you're only looking to change your email address for example, you don't need to re-enter all of your existing information here.

If you'd like to change your Direct Debit details, we'll need to cancel your existing Direct Debit Mandate. If there are any payments currently processing, we cannot change your Direct Debit until these have completed processing. After submitting your ticket, we'll send a new Direct Debit link for you to complete within 1-2 working days.

If you'd like to transfer your website away or cancel your services, please complete the transfer out request form:

Transfer Out Request Form

If you're only looking to cancel a specific service, but not all of your services please contact us here.

Possible Solution

If you are unable to log into your website, you may be able to reset your password yourself. To do this, please visit your Wordpress control panel. This will be your website address with /wp-admin or /access at the end of the URL.

Once you have visited this URL, there is a link underneath the Login box to press Forgot Password. This will send an email to reset your password.

Initial Check - Website Offline

If your website is not loading or you cannot access it, it may be because your website hosting has expired or it's used 100% of it's available resources. If this is the case, your website will show an error like below and you may have received an email warning:

503 Service Temporarily Unavailable

If this is the issue, please send an email to: support@createdesigns.co.uk

Possible Solution - Local Issues

In order to resolve the problem with your website, we need to determine if this is an issue with your local device or internet connection. Please try the below steps:

1. If you're unable to connect on your Desktop computer, please visit the website via your mobile phone. Important - disconnect WiFi on your mobile and make sure it's using your 4G connection as this will help to rule out whether it's your internet.

2. Clear your History & Cookies. There is a guide on how to do this here.

3. Restart your wireless (WiFi) router. Switch it off at the plug and leave it off for no less than 5 minutes to clear the connection.

If this persists, please continue with your support ticket and a member of the team will investigate for you.

Possible Solution - Email Notifications

If you're not currently receiving email notifications, it may be because they are going into your spam filter. Please check your Junk/Spam folder to see if they have arrived. If they have arrived, please add the email to your Safe Senders list or mark as not Junk Mail. This should resolve the issue going forward. Be sure to keep an eye on your Junk folder as occasionally email clients ignore previous requests to 'mark as safe'.

If this persists, please continue with your support ticket and a member of the team will investigate for you.

Request for access

To help us assist you with your support ticket quicker, please provide us with your email username and password. This will enable us to troubleshoot an issue specifically with your account. Please note, this is optional if you are not comfortable with this. All sensitive information is removed immediately after your support ticket is closed.

Submit a Ticket

To help us assist you with your support ticket quicker, please provide us with the necessary information below. All sensitive information is removed immediately after your support ticket is closed.

How to Guide - Setup Your Emails on a Desktop Device

We've put together a guide on how you can setup your email accounts with us. If you're unsure on your email account login details, please send us an email to request them.

Adding a Signature to Microsoft Outlook

If you'd like to add an email signature to Outlook, please see the guides below:

Adding a Signature via your Webmail

There is an option within our premium email accounts to add a signature to all of your messages via webmail. This will automatically append the signature to the bottom of all of your messages. To do this, please follow the steps below:

1. Login to https://login.livemail.co.uk
2. Go to Settings (top right)
3. Go to the Preferences section and click on Identities.
4. You can now enter a simple signature. You may prefer to copy and paste into this window.

Emails I send are going into spam

In most cases, if this is occurring it will be with a specific type of mailbox provider which is identifying your emails as spam. Hotmail, Live and BT Internet are notorious for high levels of false positives.

Unfortunately there is little we are able to do about this, however we can add an SPF record for you which may help. If this is regularly occurring for all emails, not just the account types listed above, please complete the support ticket and we'll look into this for you. Please note, if your domain name is not held with us, there will be a charge for this service - you may wish to contact your domain provider to complete this for you.

Spam coming from my website forms

Often bots and spammers will use your website contact forms and quote forms to submit spam. A small amount of this is inevitable and it's not possible to prevent someone doing this. If you're receiving an abnormal amount of spam submissions, we can setup and install a CAPTCHA tool which will require the user to complete an "I am not a robot" style question. This can reduce the number of automated spam submissions.

Spam going directly to my email addresses

This type of spam is harder to reduce. If you have a basic email account with us, the spam filtering is limited. Our Exchange email accounts tend to handle spam better. Spammer also tend to harvest emails which are displayed on your website - they use automated bots which search for websites which have your email address listed. To combat this, we can remove your email address from the website and instead replace it with a "Send a message" link which will direct the visitor to the Contact Us page to fill out a form instead.