General frequently asked questions

Answers to the questions we hear most often from clients about their websites, projects, and working with Chykalophia.

Can't find an answer in the specific guides? This page collects the questions we hear most often — covering everything from "what do I do when something breaks?" to "who do I contact for what?"

Quick summary

Browse the questions below. If you don't find your answer here, the Troubleshooting section has dedicated guides for specific problems, and the Getting Started section covers how we work together.

About your website

Something on my website broke. What do I do first?

Don't panic. Start with a hard refresh (Ctrl+Shift+R or Cmd+Shift+R) and check in a different browser. If the problem persists, take a screenshot and contact us at support@chykalophia.com. Include your site URL, a screenshot, and when you first noticed it. See info to gather before contacting support for a checklist.

My changes aren't showing up on the live site.

This is almost always a caching issue. Try a hard refresh first. If that doesn't work, log in to your WordPress dashboard and clear the cache through your caching plugin. See our dedicated guide: My changes aren't showing up.

Can I edit my own website?

That depends on your site and your access level. Most of our WordPress and Webflow clients can make text and image edits themselves. We'll have covered this during your project handoff. If you're unsure what's safe to change yourself, ask us first.

I accidentally deleted something. Can it be recovered?

Usually yes. Many hosting plans include automatic backups. Contact us as soon as you notice — the sooner we look, the more backup points are available to restore from. Don't do anything else to the site until you've spoken with us.

How do I know if my website is secure?

Look at the left end of your browser's address bar. Chrome labels a page "Not secure" when the connection isn't private, and shows a "Dangerous" warning for something worse. Go by that wording rather than hunting for a padlock — browsers have changed these icons over the years. If you see a warning, see 'Not secure' warning in the browser. For a broader security overview, see WordPress security basics.

About email

My email isn't arriving or is going to spam.

Check your spam folder first. If the problem is wider, it may be an email authentication issue (SPF/DKIM records). See My email is going to spam or I can't receive email for diagnostic steps.

I'm not getting contact form notifications.

This is one of the most common issues we see. The form may be working, but the email notification isn't being delivered. See I'm not getting form notification emails — we can set up proper email delivery for your site.

What is the difference between my website email and my business email?

Your website email is automatic — notifications sent by your website (like form submissions or order confirmations). Your business email is the one you use to write to clients. They use the same domain name but go through different systems. See email sent from your website explained.

About working with Chykalophia

Who do I contact when something goes wrong?

Email us at support@chykalophia.com. For urgent issues (site down, security incident), put "URGENT" in the subject line. For non-urgent questions or change requests, a ClickUp comment is often the best route. See who to contact for what.

How quickly will you respond to a support request?

Response times vary by issue type and your care plan. See our response times & support hours for current commitments.

How do I request a change or new feature for my site?

Submit a request through ClickUp. If you're not sure how, see how to submit a request. For guidance on how to describe what you want clearly, see how to give feedback that gets results.

Do you need my passwords to fix things?

Sometimes, yes. We may need access to your WordPress dashboard, hosting account, or domain registrar to diagnose and fix certain issues. We protect your credentials carefully — see how we keep your logins safe. We'll always ask before accessing anything.

Attach screenshots directly to emails or ClickUp comments. For recordings, upload to Google Drive or WeTransfer and share the link. See how to take a screenshot and how to share a screen recording.

About domains and hosting

Who owns my domain name?

You do — or you should. Your domain should always be registered in an account you own and control. See who owns your domain for guidance on verifying this.

My domain expired. What do I do?

Act quickly. Log in to your domain registrar and renew it. Many registrars offer a grace period after expiry, but ICANN's rules only say a registrar may offer one, and it can come with a fee — so don't count on it. See My domain expired for step-by-step guidance.

What is the difference between my domain and my hosting?

Your domain is your address (yourcompany.com). Your hosting is the server where your website files live. They're separate services, often with separate providers. See domain vs hosting vs email for a clear explanation.

About Google and SEO

Why isn't my site showing on Google?

New sites take time: Google says crawling can take anywhere from a few days to a few weeks, and it doesn't guarantee that every page gets indexed. Older sites that disappeared may have a technical issue. See My site isn't showing up on Google for a diagnostic checklist.

How long does SEO take?

SEO (Search Engine Optimization — the practice of improving how your site ranks in search results) is a long-term investment. In our experience, meaningful movement takes months of consistent effort, not weeks — and no one can promise a particular position by a particular date. See SEO: setting realistic expectations.

Need a hand?

If you're stuck, email support@chykalophia.com and we'll help. Include your website address and a screenshot if you can.

General frequently asked questions

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