Byteweb knowledge base
Find an answer before opening a ticket.
Quick guidance for common website, email, hosting and online-store issues. If the problem continues, the article shows what information to send us.
Website faultsMy website is unavailableQuick checks that help Byteweb distinguish a full outage from a local connection problem.
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- Open the website on mobile data or another connection.
- Copy the exact error message or take a screenshot.
- Submit an Urgent website outage ticket with the affected URL. Do not repeatedly change DNS or hosting settings.
Website faultsA website form is not sendingInformation to include when contact, enquiry or checkout notifications stop arriving.
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- Submit one test using a clearly identifiable email address.
- Check the recipient inbox and spam folder.
- Send Byteweb the page URL, test time, email used and expected recipient. Never include a mailbox password.
Content updatesPrepare a content updateA concise brief reduces clarification rounds and gets content changes scheduled faster.
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- Provide the exact page URL.
- Paste the replacement wording and clearly label the section it replaces.
- Attach final images at the highest available quality and include the required deadline.
AccessSend website access safelyAvoid sharing passwords inside ordinary ticket messages or email threads.
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- Create a temporary user where the platform supports it.
- Grant only the access needed for the task.
- Tell Byteweb which platform and username are involved; use the secure access process for the password.
- Remove temporary access after the work is complete.
Domains and hostingDomain or SSL warningWhat to capture when visitors see a certificate, privacy or DNS warning.
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- Copy the full website address from the browser.
- Take a screenshot that includes the warning and browser address bar.
- Note when the warning started and whether recent DNS or hosting changes were made.
Domains and hostingWebsite or business email problemThe details needed to diagnose sending, receiving and website-email delivery problems.
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- Confirm whether sending, receiving or both are affected.
- Copy the full bounce-back message without forwarding passwords.
- Provide the affected email address, approximate failure time and destination address.
E-commerceE-commerce order or payment issueHow to report checkout problems without exposing customer payment information.
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- Provide the order number and checkout time.
- Describe the payment method and visible error.
- Remove card numbers and sensitive payment details from screenshots before attaching them.
Using supportChoose the right ticket priorityUrgent is reserved for outages or failures preventing customers from completing essential actions.
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- Urgent: the live site is unavailable, compromised or checkout is broadly blocked.
- High: many users are affected but the site remains usable.
- Normal: standard faults, content changes and scheduled support.
- Low: improvements that can be handled when convenient.