General Accounts

Why can’t I install a plugin or allocate an administrator?

Why Don’t We Give Administrator Rights?

 

Our company does not give administrator rights for several reasons.

 

  1. Small Development Agencies tend to add hundreds of plugins ending in server requests that attack the server and cause it to shut down.
  2. Compatibility, issues. Staying up to date with thousands of plugins on the market and problems they cause is not feasible.
  3. Protecting our own plugins and our IP that we spend money and time developing for commercial use for our members.
  4. We aim at helping business owners that want their website to be fully managed not part managed with other developers as this can cause conflict.
  5. We can not guarantee your websites safety and stability if someone else is installing applications and code to your website.

 

Who is responsible for updating the Word Press core and updates and what happens if we need to have a plugin installed?

No problems, we are happy to help with all requests. Just visit our live chat and we can help you install your plugins and also update your word press for you.

 

Need to ask a question, come and chat to us online on our live chat.

My emails aren’t sending or receiving

Please try the following steps in order:

1. Double check settings

Please double check the settings of your email accounts match these:

For secure (SSL) connection emails:

SSL: available (shared)
Authentication: required (password)
Incoming server: gol.goldcoastmultimedia.com Port 995 (POP3) or 993 (IMAP)
Outgoing server: gol.goldcoastmultimedia.com Port 465

For nonsecure connection emails:

SSL: No

Incoming Server: mail.yourwebsite.com.au  (Port 143 for IMAP, Port 110 for POP)
Outgoing Server: mail.yourwebsite.com.au (Port 25)
Authentication is required (Password)

2. Double check your connection to the Internet

Go to your website and make sure you can see the homepage.

3. Call your internet provider

Some internet providers, especially Telstra, have certain settings they need you to put into your email settings. Call your internet provider and tell them your settings, and they should tell you whether you need to make any changes.

4. Talk to our live chat technical support

Talk to our technicians on Live Chat at goldcoastmultimedia.com and they will run some diagnostics. If it turns out that it’s a problem on our side, we will create a ticket to fix it. More often than not, it’s a problem with your email program (Outlook can be particularly rebellious) and in that case you will need to go onto the next step.

5. Hire a mobile geek

Hire a geek to pop round to fix your emails – eg. http://www.supergeek.com.au/contact

My emails send, but do not arrive at their destination

1. Check your connection

Go to your website in your browser and make sure you can see your homepage. This tells you that you’re connected to the Internet and your computer is recognising your website’s server.

2. Check if you have a bounce-back

You should normally receive an email in your inbox telling you that the email failed to send. Please go to Live Chat at goldcoastmultimedia.com.au, go into Technical Support and copy paste the contents of that message into the window for our technicians to analyse. If you are not receiving a bounce-back email, go onto the next step.

3. Check your Outbox

Check the outbox of your email account and see if your emails are sitting there. If you see them, hit your Send/Receive button so that your email program tries to send/receive your emails. If you get an error, go to our Live Chat on goldcoastmultimedia.com.au and copy that error into a chat with one of our technicians.

4. Rent a geek

If you don’t get an error, and you don’t see your emails in the Outbox, you may have problems with your internet provider resolving your domain. Hire a rent a geek such as  http://www.supergeek.com.au/contact  to fix your emails at your convenience.

How to check your emails online

Go to:

http://yourwebsite.com.au/webmail

(Change your website to the name of your website)

There, you can log in using your email account as the username, and the password we provided to you originally. If you’ve lost that password, go to our Live Chat and request the password.

Once logged in, you will be presented with three choices of email management software. We us Roundcube.

In the next screen, you will be able to manage your email inbox and even send emails and attachments.

How do I set up my emails on my computer?

1. Use our step by step guide

Our Setting Up Your Emails guide has step by step visual guides for most email programs. It will take you through setting up secured emails.

Download step by step guide

If the guide isn’t able to take you through successfully setting up an email account, go onto the next step.

2. Double check your settings

Double check your settings match the following. If you do not understand what these details mean, go onto the next step instead.

Secure SSL/TLS Settings

Incoming Server: gol.goldcoastmultimedia.com  (Port 993 for IMAP, Port 995 for POP)

Outgoing Server: gol.goldcoastmultimedia.com (Port 465)

Authentication is required (Password)

Non-SSL Settings

Incoming Server: mail.yourwebsite.com.au  (Port 143 for IMAP, Port 110 for POP)

Outgoing Server: mail.yourwebsite.com.au (Port 25)

Authentication is required (Password)

3. Hire a mobile geek

Hire a geek (eg.www.supergeek.com.au) to pop round to your place and set it up for you. Show them the settings above and they should be able to steer you in the right direction.

How do I request more email accounts?

Contact our team via the Live Chat feature on goldcoastmultimedia.com.au. They’ll be happy to accommodate you.

How do I access support?

Contact our team via the Live Chat feature on goldcoastmultimedia.com.au. They’ll be happy to accommodate you.

My website is down, what do I do?

Contact our team via the Live Chat feature on goldcoastmultimedia.com.au as soon as you can. We’ll be troubleshooting the problem with the utmost priority.

A certain feature of my website isn’t working?

Contact our team via the Live Chat feature on goldcoastmultimedia.com.au with your issue. We will create a ticket and assign a team member to take a look at your issue.

How do I request modifications to the website?

Contact our team via the Live Chat feature on goldcoastmultimedia.com.au and choose the Sales section. If you don’t already have a content modifications plan or remaining Content Updates allowance, the person will let you know how to purchase the modification.

How do I manage my Pages?

Take a look at the following video:

Please note: some features in this video were rolled back last year in the interests of speeding up our clients’ websites. If you see something here that you don’t see in the back of your website, that’s the reason.

How do I manage my Posts?

Take a look at the following video:

Please note: some features in this video were rolled back last year in the interests of speeding up our clients’ websites. If you see something here that you don’t see in the back of your website, that’s the reason.

How do I change the header, sidebar or footer?

You’d need some basic coding knowledge to be able to touch those areas. Normally those areas should stay the same, apart from tweaks every now and again. If you want some changes made to those sections, contact our team via the Live Chat feature on goldcoastmultimedia.com.au and choose the Sales section. If you don’t already have a content modifications plan or remaining Content Updates allowance, the person will let you know how to purchase the modifications.

I’ve logged into my website and I don’t know what to do

Take a look at the following video:

Please note: some features in this video were rolled back last year in the interests of speeding up our clients’ websites. If you see something here that you don’t see in the back of your website, that’s the reason.

How do I upload things to the website?

Take a look at the following video:

Please note: some features in this video were rolled back last year in the interests of speeding up our clients’ websites. If you see something here that you don’t see in the back of your website, that’s the reason.

How do I manage my shopping cart?

Take a look at the following video:

Please note: some features in this video were rolled back last year in the interests of speeding up our clients’ websites. If you see something here that you don’t see in the back of your website, that’s the reason.

What are my package storage limits?

If you’re on a Platinum or Titanium package, your package limits are as follows:

 

Bandwidth: 10GB

Storage: 5GB

Email Accounts: Unlimited Accounts

Website Pages: Create Unlimited Pages

 

How much does a website cost?

Websites can cost as little or as much as you like. It really depends on the online business and what you are trying to achieve.

Our Websites Start at $660 (incGST)for 1 page. Each page
extra is an added $308 (inc GST). All pricing
GST inclusive.

We do have special deals on from time to time. Need more help, want to get an official quote from our team, then chat to us below on our live chat. We have real programmers online ready to assist you.

What is a platinum membership?

Our Platinum memberships provide managed hosting and technical support including unlimited email accounts to any business wanting to manage their own website.

Pricing

$416 Members Establishment Fee
$40 per week 3 month minimum signup

Features

Free website development – for min. 2 year
signups – up to $4048 value inc GST
Video Tutorials
Unlimited Email Accounts
Traffic & Statistics Management
1/2 Hour Support Monthly – Figure does not
accrue
Create unlimited pages – $2816 (ex. $2560)
(17 hrs)
Members Discounts for Addons and Services
1/2 Hour One to One Tutorial
Free ‘Business Hosting’ – Bandwidth 10GB,
Storage 5GB

Need More Help, you can chat to us online now. We can tell you if this package is best for your business.

What is a Titanium Membership?

Titanium memberships are designed for busy businesses who want to have their whole website managed. Including hosting, emails and technical support. Titanium members are focused on reaching a larger share of online markets, search engine optimization reports are delivered each month along with recommendations as to improvements.If you want your website fully managed by professionals then this membership offers the best value for money.

Pricing

$624 Establishment Fee
$60 per week 3 month minimum signup

Features

Free website development value – for min. 2 year
signups – up to $5280 value incGST
Video Tutorials
Unlimited Email Accounts
Traffic & Statistics Management
1 Hour Support Monthly – no accrual
Create unlimited pages
Members Discounts for Addons and Services
1 Hour One to One Tutorial
Free ‘Business Hosting’ – Bandwidth 10GB,
Storage 5GB
Monthly SEO reports on your chosen keywords
Monthly recommendations on improvements to your keywords.

How much does it cost to get my website updated?

We can update any website at an hourly rate. We have conveniently created content blocks for you to purchase and pay as you go; giving your business full control and flexibility. If your website was developed by us then you will also get great return on your investment as you will be able to log into your website and micro manage your support time.

 

Content Updates

Content updates involve any modification to
the website which does not involve an addon.
• Hour allowances accrue and do not expire.

 

Pricing

$68 p/hour members
$80 p/hour non-members

 

Ask us a question now regarding your website? Use the live chat below in the right hand corner.

How do I manage my website, I need some general support?

All our websites, have user friendly interfaces that allow business owners to log in and update their website. We call this in technical terms a content management system or CMS for short. If you are either a platinum or titanium member, then we offer free tutorials and videos to help you manage your website. If you are on a Titanium then you get allocated time each month for support questions free.

Not a member? That is ok, pay as you go for general support.

General support involves responding to questions about website management.
• Hour allowances accrue and do not expire.
• Technical support and bugfixing remains free.

Pricing

$57 p/hour members (extra support or training)
$66 p/hour non-members

Can I get face to face training?

Yes of course you can, we currently offer all our training online through team viewer and Skype. However if you live in the areas listed below then we also offer face to face training.

We have also have short courses running all through the week in various topics such as facebook, online insight, seo insight. For more information on courses and training visit www.gaptraining.com.au/ 

We can tailor a custom IT course to suit your business needs. Talk to us online now, to see how we can help.

How much is it for a business Logo?

Graphic Design is quoted per hour. Normally it takes on average 3-4 hours to complete a new company logo design. So we have come up with a package that gives you a new company logo for $240.00 ex gst AUD

We give you the choice of two designs.

If you need to make changes to your logo then it will be charged at:

$75 p/hour members
$88 p/hour non-members

Do you guys have a price list of your products and services?

Yes of course we do! We have a unique catalogue that gives you all the products and services that we have in a nice visual layout all online. We don’t display either our price-list or our catalogue on our website for the public. If you are a marketing manager for a company or club etc. Then you can request a copy of our catalogue and we will send you the link.

To request one now please chat to us below on our live chat.

How much is Graphic Design?

We offer graphic design services to the public and also to other web development companies.

Pricing:

$75 p/hour members
$88 p/hour non-members

How much is Video Production?

Any type of video editing, involving revising past videos or creating new video projects. We call this video production.

We also have Video Addons, that you can include in your website. Please ask us for a copy of our catalogue on our live chat system below.

$112 p/hour members
$132 p/hour non-members

Why video? Click here to find out why your business should use video.

Do you guys offer custom programming?

If you are a business and need to integrate something or have something built with special functionality then we can do it for you. We also can build mobile apps on any platform.

Pricing:

$112 p/hour members
$132 p/hour non-members

If you have an idea for a program and wan’t some feed back, why don’t you chat to us now online now using our live chat system below.

What do i get for $40 per week?

The Platinum membership is designed to give any business managed web hosting, managed email hosting accounts and technical website support and management. If you are a business that is dedicated to driving your website and want to update and maintain your website yourself then this membership is suited to you.

Features

Video Tutorials
Unlimited Email Accounts
Traffic & Statistics Management
1/2 Hour Support Monthly – Figure does not
accrue
Create unlimited pages – $2816 (ex. $2560)
(17 hrs)
Members Discounts for Addons and Services
1/2 Hour One to One Tutorial
Free ‘Business Hosting’ – Bandwidth 10GB,
Storage 5GB

Free website development – for min. 2 year
signups – up to $4048 value inc GST (Our special offer)

What do I get for $60 a week?

Our Titanium memberships are suited to busy business owners who want to have everything managed for them including updates and maintenance.

What you get for money:

  • UNLIMITED free Email Accounts
  • Up to 12 website pages
  • Free 1hour hour management tutorial
  • 15% off our other services
  • Free Development if 2 year sign up
  • Business Hosting
  • Traffic Statistics
  • 1 hour Monthly Support
  • 1 hour Monthly Content Updates
  • Monthly SEO Reports and Recommendations.

For more information on our membership packages http://www.goldcoastmultimedia.com/websites/

What happens at the end of the contract?

You are not locked into any contract with our memberships, they are a service payed weekly. Your weekly payments pay for technical support of your website management area (CMS), hosting of your website and email accounts in our Platinum memberships.

Titanium memberships also include SEO reports and recommendations, plus website management including monthly updates to your website.

The minimum membership requirement is three months.

Long Term Memberships with us have huge incentives! If you have chosen to become a member for a long term period, two years or above then we normally offer you some great incentives! Currently we offer free web development value to go towards your website.

We give free web development value for members that commit to us for two years or more. Once your membership hits the two year period we offer other great incentives! for another long term commitment. If you choose not to be committed then you just continue to pay the weekly fee for the hosting and support of your website and email accounts without any long term contract or lock in. Just pay as you go.

 

Can I upgrade my membership?

Yes, you can upgrade anytime you want and change your membership package. There is a fee for upgrading your membership, this is calculated based off the difference in establishment fees from both memberships at the time you join.

Example:

Platinum membership establishment fee is $412

Titanium membership establishment fee is $624

The upgrade fee is $212

At anytime through a Platinum membership you can pay $212 and upgrade to a Titanium membership to receive the full benefits of this package.

If you are on a long term membership plan for incentives such as website development then you can upgrade but your membership starts again from today and does not back date to when you started your Platinum membership.

We cancel your existing membership and then start you on a Titanium, we carry over the extra development value that you would of received on sign up.

Example:

John has been a member for 8 months under a Platinum membership and had opted for a long term membership to receive free incentives.

John wishes to upgrade so he pays the upgrade fee of $212 and then receives the extra incentives that he would of gotten had he of joined when he joined that membership package.

However, John new membership starts from Today and does not back date to when he was a Platinum. This means that John now has to wait another two years before he will receive any more major incentives for a long term membership.

 

Can I downgrade my membership?

The only membership you can downgrade is a Titanium membership.

As long as you not on a long term membership contract for incentives then you can downgrade to a Platinum membership anytime you wish.

Why is there an establishment fee?

Establishment fee’s are transfer fees really. To make you a member of either a Platinum or Titanium we usually have to move your website over to our hosting and setup your emails etc. If you choose to move your website over to our servers then we can actually waive your establishment fee on a case by case scenario depending on your website and how it is built.

If you are building your own website, or have someone else building it and you want to take up a membership then you will not have any establishment fees as we are just providing web hosting, email hosting and support.

For more information on membership packages ask us now on our live chat below.

How many emails can I have?

On our memberships you can have unlimited email accounts as long as your emails are setup for POP3. If you require IMAP and server back ups then this will use more data, hence a charge will be applicable.

Do you need a business email setup? We are online now, ask us how we can help you by using our live chat.

Can you include a banner on the front page of my website?

Banners are no worries at all as long as they don’t move. Our website packages come with free banners in the quote. However moving banners are another question as they can sometimes be much different when it comes to mobile styling. We have add on’s for moving banners and responsive designs.

How do I request an invoice or a remittance?

You can request a copy of an invoice or a remittance for a payment by contacting our billing department.

Please email billing@goldcoastmultimedia.com

Make sure you provide your full details in the email so the billing team can find your details quickly and easy

How are invoices paid?

This depends, if you are not a member then you have several payment options on the bottom of our invoices. Our preferred method of payment is a bank transfer.

You can also pay by paypal and request us to send you a paypal button.

If you are a Platinum or Titanium member then your account will be automatically ezi debited from your account.

If you have any questions regarding billing please email billing@goldcoastmultimedia.com

How do I change my bank details with ezi debit?

Please email billing@goldcoastmultimedia.com to request the change of details form, this will be emailed to you. Please print out form, fill out form, sign then scan and email back to billing@goldcoastmultimedia.com

If you have had your card stolen or lost you will need to request the same form, and follow the instructions above.

No payments can be debited until this has been completed, any weekly payments in arrears will be debited in a lump sum when the request has been completed.

To request a form now email billing@goldcoastmutimedia.com and type either change of details in the subject header or lost card.

Can I cancel my contract?

Yes, we understand your circumstances may change.

However if you are under a long term membership contract with us that has special incentives attached. For example free web development etc.. Then there is no cancelation through this period as we have factored in our incentives over this long term membership period.

You can however pay out your membership early. The cancellation fee will be based off how many weeks you have left in your long term contract.

If you would like to cancelation fee estimate on your membership then please email billing@goldcoastmultimedia.com

Can I put my weekly payments on hold for a limited time?

We understand finances play a huge part in the running of a business. So we offer a financial hardship option for members who are struggling to pay their weekly membership.

You are able to request the weekly payments be put on hold for a short period, no payments will be taken at this time.

This is for a limited time only, depending on your circumstances. A maximum of 4 weeks can be given through one financial year. When your account is active again, the payments missed will be debited in a lump sum or can be broken up over a few weeks.

Email  your name, company name and request to billing@goldcoastmultimedia.com.

In the subject header of the email type – hardship request. Then state your reasons in bullet point form of why you are requesting hardship.

You will receive a response within 48hrs from our team stating if your request has been successful.

Money was debited from my account, why?

If you request work on your website, then accounts will email you the invoice. If you are a Member and have requested work then by default we debit the monies from your account automatically to save you time and energy.

The monies will be deducted from your account within a 2 week period from the date on the invoice.

In this time you have the option to pay via a different payment method. If we receive no request the money is debited on schedule. Please check and read all information supplied on invoices.

If your weekly payment is declined, you will have a double payment the following week, if that also declines, a triple the next week and so on. If your account continues or frequently declines your website may have to be removed until payment/s are received. We will give you ample opportunities to explain your reasons before this happens. This is a last resort. We do need to be paid as set out in the contract and on time in order to run our business efficiently.

To request your payment methods to be changed on your invoices then please email billing@goldcoastmultimedia.com

I would like to ask a question about a charge on my invoice?

If for any reason you don’t understand a charge on an invoice or you would like to clarify an invoice, please email billing@goldcoastmultimedia.com with the details. Please include your name, the company name and the invoice number.  You will receive a response within 48Hrs.

Can I change my weekly debits to monthly?

Sure no worries. Please email billing@goldcoastmultimedia.com. Please include your company name and the request. You will receive a response within 48 Hours

Do I own my website when the contract expires?

Of course you do. You own your website even before your membership expires. However you must continue to pay your membership if you are on a long term membership agreement that has given you special incentives such as free web development.

We have clients that pay for there website upfront and choose to go on a package for hosting and support.

Your membership covers:

Platinum – business hosting, email hosting, general support, cms updates

Titanium – business hosting, email hosting, general support, content updates, cms updates, SEO reports and recommendations.

If you are on a long term membership and your online business out grows your current storage space on our shared business hosting plans. Then we can help move your online business to another server for greater speeds. You can pick and choose your upgrade based off your budget.

I don’t need my website any more, what happens now?

As long as you are not on a long term membership agreement for special incentives then nothing happens. You can leave your website up and it will just eventually not work, just don’t renew your domain name or your hosting.

 

 

How do I request an invoice receipt for end of year tax purposes?

Please email billing@goldcoastmultimedia.com. Please include your company name and the request. You will receive a response within 48 Hours.

How do I request a copy of my contract/agreement?

Please email billing@goldcoastmultimedia.com. Please include your company name and the request. You will receive a response within 48 Hours.

How do i request a copy of my payment history with ezidebit payments?

Please email billing@goldcoastmultimedia.com. Please include your company name and the request.

Please type payment history in the subject of the email

You will receive a response within 48 Hours.

Is there an exit fee for cancelling my contract?

Yes, we need to cover the cost of our incentives that we give you at the start of your membership.

Depending how many weekly payments remain, will determine the amount of the cancelation fee. Please email billing@goldcoastmultimedia.com. Please include your company name

In the subject header of the email please type cancelation fee.

You will receive a response within 48 Hours.

Can I cancel my contract and pay for hosting only?

If you are not on a long term membership agreement/contract for incentives such as free web development, then there is no need to cancel.

If you are on a long term membership plan for example min of 2years then there will be an exit/cancellation fee. Depending how many weekly payments remain, will determine the amount of the fee.Please see below for the hosting plans

Hosting Packages Pricing
Standard Hosting
Bandwidth: 2GB, Storage: 2GB
$15/mth ($180/yr)
Business Hosting
Bandwidth: 10GB, Storage:5GB
$30/mth ($360/yr)

VPS Hosting (Hostgator Level 1 VPS)
Bandwidth: 250GB, Storage:10GB
$88/mth non-members
$75/mth members

Dedicated Hosting (Hostgator Basic Dedicated)
Bandwidth: 10TB, Storage:500GB
$220/mth non-members
$187/mth members

Hosting Transfers Pricing Hours
Internal Hosting Transfer
mainly for truncating existing members upgrading
to a hosting package
$264 – 3 hours

External Hosting Transfer
Involves transferring in or out of our hosting
$616 – 6 hours

Can I pay for a membership upfront for 2 years to receive incentives?

Yes no worries.This will keep your website running for the contract period but it means you will also be eligible to receive awesome incentives for being a loyal long term member. When you are joining to become a member mention it to your representative that you don’t want to pay weekly and that you would prefer to pay the whole amount upfront for the two year period. Your representative will organise this for you with billing.

Want to join as a long term member now to get a free website or another special incentive? Click on live chat below we would be more then happy to help you.

If I don’t have any money in my account, what happens?

Firstly ezidebit will try the following day after your debit day, if this goes through there will be a $10 fee on top from ezidebit, this is unavoidable.  If your weekly payment is declined again the next day, you will have a double payment the following week, if that also declines, a triple the next week and so on, no late fees will be added if this occurs. If your account continues or frequently declines your website may have to be removed until payment/s are received. We will give you ample opportunities to explain your reasons before this happens. This is a last resort. We do need to be paid as set out in the contract and on time in order to run our business efficiently.

How much time is left on my long term membership?

To make a request for time left on your contract or money owing please email billing@goldcoastmultimedia.com. Please include your company name and the request. You will receive a response within 48 Hours.

How long will it take to build my website?

Our development turn around time for us to build a website is on average 3-4 weeks. If you can organise your content and you are well prepared with your website and know exactly what you want, then that time can be significantly reduced. Complexity of a website also plays a roll in the turn around time. If we are just building a simple 1-5 page static website then that website can be completed in a matter of days not weeks. However if it is a shopping cart with forms and pop ups then it will take much longer due to the complexity and size of the project.

How much is it to buy a domain name?

Domain Name Registration (.com and .com.au) $15 per year (min 2 years for .com.au)

We can organise the registration for you online now. We will just need your domain name that you wish to register, your company name and your ABN number for your business if you are registering .au

How much is it to setup a Facebook Business Page?

Facebook Business Page Setup
Social Addons
$353 non-members
$301 members

This includes all design.

Want to setup a business facebook page now? Chat to us online now, we can help you setup your business page.

Do you setup Google+ Profile and Local Business Page Setup?

Yes we do, all day every day. We would only be to happy to help you setup yours.

Pricing

$264 non-members
$225 members

Need More Help? Chat to us online now.