CUSTOMER SUPPORT
At Sites That Convert, we’re committed to providing you with the support you need to make the most of your website. Our dedicated support team is here to answer your questions, provide guidance, and assist you in any way we can.
We’ve created a streamlined support process through our client portal to help you easily access the help you need.
chat support
Get help fast! Submit a detailed request through the form or use live chat (available to all customers). Phone and Google Meet support have limitations (check plan details). For after-hours help, submit a request and we’ll get back to you ASAP.
Need a deep dive? Support Premium includes Google Meet sessions with a dedicated rep for interactive troubleshooting. Share your screen or ours for a personalized solution (Premium only).
Yes! Our live chat support is available weekdays 9am-5pm (AEST) - click the chat box for quick help! For phone support, check your plan details (Support Plus or Premium required). Call 1300 558 807 during business hours.
To get assistance, please submit a detailed support request through the client portal. The client portal allows you to easily manage your support tickets, track their progress, and communicate with our support team.
When submitting a request, please provide as much information as possible to help us better understand and address your query, including:
Our support team is available Monday to Friday, from 9am to 5pm (AEST). If you submit a request outside of these hours, we’ll address it as soon as possible during our next
business day.
We strive to respond to all support requests within 48 hours during our business hours. However, please note that response times may vary depending on the complexity of the request and the volume of inquiries we receive.
Find answers to common questions about our support services, packages, and troubleshooting tips
For clients with a support package, the best way to report any issues or request assistance is to submit a support request through the client portal. When submitting a request, please provide as much detail as possible, including screenshots and steps to reproduce the issue (if applicable). Our team will be notified immediately and will work to address your concerns.
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
For clients with a support package, our standard support hours are Monday to Friday, from 9am to 5pm (AEST). If you experience an urgent issue outside of these hours, please submit a support request, and we’ll address it as soon as possible during our next business day.
The client portal is a secure online space where you can manage your website project. It’s like a digital workspace just for you.
Here, you can upload content for your website, view designs, give feedback, and track the progress of your project. You’ll get login details when we start working together. The portal makes it easy to keep all your project information in one place and communicate with our team.
Your website is built using Elementor, a user-friendly WordPress page builder that allows you to easily make changes and updates to your site’s content. Elementor is well-known, easy to use, and there are plenty of online resources available on how to use it.
If you need assistance with making changes or would like our team to handle the updates for you (and you are on a support package) please submit a support request through the client portal, and we’ll be glad to help.
Please be aware that our support packages include a set amount of time for assistance and content changes each month. If you require additional support or content changes beyond the allocated time, extra charges may apply.
We encourage you to familiarise yourself with Elementor to make minor updates independently and reserve the support time (for support clients) for more complex changes or updates. If you’re not familiar with Elementor, you can easily learn to make basic updates and changes using the numerous online resources available.
If you forget your login credentials for your client portal, you can use the “Reset Password” option available on the login page to reset your password.
Similarly, if you forget your WordPress website login credentials, you can use the “Lost your password?” link on the WordPress login page to reset your password by following the provided steps.
If you encounter any issues with the password reset process for either the client portal or your website, please reach out to our team, and we can assist you in regaining access to your account.
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