Help is on the way!

From pesky 404 errors to content updates and more, help from our support team is just one request away.

Frequently Asked Questions

How does Idea Kraft support work?

Our web team can handle any technical need, quick fix, or update you want to make to your website. Don’t have a specific request? We’re also here to answer questions and provide guidance on your site.

Fill out the support form or email us at [email protected]

Your request is reviewed and assigned to a member of our web team

We get back to you within 24-48 hours

You’re notified of changes ASAP

The request is complete

Submit a request

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    Frequently asked questions

    Our hosted clients get a complimentary hour of support per year to cover any incidental changes! Once we receive your request, we will review it and reach out with any questions.

    Clients not under a monthly retainer, who have exceeded the complimentary hour of support, will be quoted at our hourly rate before we begin. All requests are tracked and billed in 15 minute increments.

    Looking for long-term support to maintain your website? We’d love to discuss adding a monthly retainer package to your account. Contact us at [email protected] to go over your options.

    Our support form will automatically create a task in our project management system and alert the entire web team of your request. This way, whoever is available can take care of your request in a more timely manner.

    Sometimes your direct emails might go unnoticed if the person you sent your request to is not in the office, out sick, or on vacation. If the support form isn’t working or you need to email us instead, please email us at [email protected] to submit your request.

    Go to https://yoursite.com/wp-admin and enter your username/email and password that was provided to you. If you have forgotten your password, click the “Lost your password?” link and follow the prompts. Your new password will be sent to the email address linked to your account. If you were never given account information or are having trouble, please fill out the support form and we can create one for you!

    For security reasons, we don’t store or have access to your password. If you’ve forgotten it, you can reset it using the “Lost your password?” link on the login page. If you’re not sure which email address is tied to your account, we can help confirm that or reset access for you.

    Remember to always click “Save” when editing content. Once all of your changes are done, remember to click the “Publish/Update” button in the right-hand column. Otherwise, your changes will not update on your site!

    You can preview your changes before pushing them live by clicking “Preview.”

    Some changes may not appear immediately until you clear your browser cache. Press “Ctrl + Shift + R” on PC or “Command + Shift + R” on Mac to clear your cache. You can also view the site in an incognito window to double check that the changes have saved.

    If you’re still having trouble, feel free to reach out!

    Websites are responsive, meaning they automatically adjust for different screen sizes. Some layouts, spacing, or font sizes will intentionally change on mobile to improve readability and usability. If something looks wrong (not just different), send us a screenshot and the page URL so we can take a look.

    Text copied from Word, Google Docs, or emails often includes hidden formatting that can override your website’s styles, which may cause unexpected fonts, spacing, or layout issues. To prevent this, paste content as plain text and then apply formatting using the site editor. On Windows, you can paste as plain text using Ctrl + Shift + V, and on a Mac you can use Cmd + Shift + V. This removes any extra formatting and keeps your content consistent with the site’s design.

    Most of our hosted sites use SendGrid to reliably deliver form emails, but messages can still occasionally be filtered or sent to spam by your email provider. It’s a good idea to check your spam or junk folder and review any email filtering rules in your inbox. If emails still aren’t coming through, we can verify that SendGrid is properly connected and that your domain authentication is still valid.

    When sites are breached, it’s most often due to weak or compromised passwords rather than a flaw in the site itself. Our hosted sites are protected by multiple security layers, including locked-down WordPress core files, automatic security updates, firewalls, brute-force protection, and nightly backups. If a site is compromised, we can scan for malware and clean it up at no extra cost. If something looks off, sharing specific examples helps us determine the cause quickly.

    A collage of three images shows women collaborating in an office on government web development: two women sit on a sofa talking to a third, while another group of three discuss papers at a table. There is one empty square.

    Our Team

    Idea Kraft is an independent agency with an agile team ready to hear how we can support your web or design project. We’ve worked with state governments and local agencies on website overhauls, branding projects, awareness campaigns, and more. Learn more about our team below.

    A collage of three images shows women collaborating in an office on government web development: two women sit on a sofa talking to a third, while another group of three discuss papers at a table. There is one empty square.