Help Center
The Smart Bear Websites
Recent Articles
My emails are not working
If your emails stop working it's very annoying, so here are some tips on how to see what the issue is: 1. First check the email on webmail, you should have been sent this link with your original email settings. If webmail is working for you, your ...Terms and Conditions for raising tickets
We strongly believe in being up front beforehand so there are no misunderstandings or nasty surprises. We will update you with your tickets as soon as possible, both good and bad, so that you know we’re doing our best to reach your goals too. If ...Clearing your browser cache
It’s one of the things we say the most. If we got paid a pound for every time we said it, I swear we’d be rich! So why do we say this so much and what actually is browser cache anyway? What is the browser cache? Every time we go on the internet, a ...Resetting Permalinks
Error Cookies Are Blocked
If you get a message about cookies not being enabled (see attached screenshot) when trying to login to your website, please visit this link to see how you enable cookies for your browser https://codex.wordpress.org/Cookies On Chrome, you can also set ...
Popular Articles
How Secure Is My Password
If you’re using the original password generated by WordPress, it’s very secure albeit probably not easy to remember. Passwords should be a combination of random letters, numbers and special characters. They are encrypted before being stored in the ...Help, I Am Locked Out Of My Website
If you have security software installed on your website which automatically locks you out after several incorrect attempts to login, you may sometimes find yourself locked out of your own website. Firstly, please wait 60 minutes and try logging in ...Resetting Permalinks
Can I Change My Username?
No, they can’t be changed from inside WordPress. However, if you desperately want to change it, it can be done within the database. This would be classed as a ‘5 Minute Fix‘ – submit a ticket request to get a username changed via the database.When Do I Need To Update The Plugins
Generally, you should update plugins (and the WP Core software) as soon as it says there is an update available. Sometimes these updates will be to make sure the plugin still works with the latest version of WordPress or, sometimes it will be to ...
Do you need help?
Please use this portal to submit all support requests. Raising a ticket will automatically register you on our system.
How and when to submit a support ticket
- One ticket per issue/question
- Give as much detail as possible including URL and any error codes
- Send a screenshot if you can
- If you're on a Bear Care Maintenance plan the work will be taken out of your monthly allowance
- If you're not on a support plan then we will invoice you for any work carried out
- Submit a ticket 24 hours a day but note our opening hours below
- If your ticket is urgent, mark it as urgent/critical
Submit a ticket now
Investigation work is a minimum 15 minute charge (30 minutes minimum out of hours).
If you would prefer to be provided with a quote for the work,
please let us know and specify 'Quote' on the classification field otherwise we may just carry out the work.
Is your problem a chargeable issue?
If you answer yes to any of the below questions, then we will invoice you if you submit a ticket:
1. If your website is more than 1 month old
2. If your website was not built by The Smart Bear
Not registered?
Simply submit a ticket to register with our support site.
Once registered all your tickets will be available for you
Once registered all your tickets will be available for you
to view, edit and respond to in the 'my tickets' section
MARCH Closed Dates: 18th-22nd - Emergency cover only as I'm out of the country.
TEMPORARY CHANGE IN HOURS - Mon, Tu., Thurs, Fri 9.30am until 3.30pm until further notice.
***