Common questions

Signing in

I didn’t get my invitation or password email.

Check your spam or junk folder, and search your inbox for the site’s name.
Check you typed the address your account uses. For safety, the site gives the same answer whether or not an address has an account.
Ask for a new password link on the sign-in screen (Forgot your password?, then Send link). You can ask up to three times an hour.

Password links last an hour and work once; invitations last a week. If yours has run out, ask for a new one: a password link from the sign-in screen, an invitation from an admin. Only the newest invitation works. See Signing in.

It says “That email and password don’t match an account.”

The email address or the password is wrong (capital letters count). Try again carefully, or click Forgot your password? to set a new one. After 10 wrong tries in 15 minutes, the screen says “Too many tries. Please wait a while and try again later.”: wait a while before trying again.

It says “This account does not have editor access.”

You signed in with an account that can’t use the admin screens, such as a member’s account. Ask an admin to give your account the editor role (see People and access).

Why was I signed out?

You stay signed in while you keep using the site, but after seven days without it you are asked to sign in again. Setting a new password from an emailed link also signs you out everywhere else.

I can’t see Settings or Users.

Those are for admins. Ask an admin to make the change, or to give you the admin role. Admins can find how in the Admin guide.

I can’t see Events, Tickets, Members or Mailing Lists.

Each of these is a feature an admin turns on under Settings (see Turning features on). Members and Users are only for admins.

Saving and publishing

I changed a page but the website still shows the old version.

Did you publish? Saving (including autosave) doesn’t change the live site. Open the page and click Publish changes. In Content, a page with edits that aren’t live yet is marked Unpublished changes.
Still old? Refresh the page in your browser. Very occasionally it takes up to a minute to show.
Still old? You may be looking at another page: click View live in the editor to open the page’s real address.

What is the difference between a draft and a published page?

A Draft is only visible to you and other editors. Visitors who go to its address see “Not found”.
A Published page is on the site for everyone.
A published page with Unpublished changes shows visitors the old version; your edits wait until you click Publish changes, or Discard changes to throw them away.

Preview shows what a draft or your unpublished changes will look like. See Saving and publishing.

I left the editor. Where did my changes go?

The editor saves a few seconds after each change, so they are almost always kept:

On a page that isn’t published yet, they are in the draft. Open it again from Content (try the Drafts tab).
On a published page, they are kept aside as Unpublished changes. Open the page and click Publish changes when ready.
If you chose Leave without saving in the Save your changes? box, the changes since the last save are gone. Earlier saves are still in Revisions.

Templates, and pages edited as their template, don’t save themselves: only Save & apply keeps changes there.

Publishing says the address is used by another page.

Pages and posts share addresses (both live at /<address>/), so two of them can’t have the same one. The message names the page that has it, for example “The address “news” is used by the post “News”. Choose another.” Change the Slug in the page’s settings and publish again. The other page may be in the Trash: it keeps its address until it is deleted permanently.

I can’t publish, or Publish opens a box about accessibility.

Your site checks accessibility before publishing. Fix the problems, mark them as checked, or publish anyway with a reason. See Accessibility.

A bulk Publish skipped some pages.

The message at the top says which and why: an untitled page (give it a title), an address another page has, or, when your site checks accessibility before publishing, every page (publish those one by one from the editor, where the check runs).

The editor says someone else saved this page.

Two people had the page open at once, or you have it open in two tabs. The editor never quietly saves over someone else’s work:

Autosave stops, and the top says “Not autosaved: someone else saved this since you opened it.”
When you save, a box asks whether to replace their version with yours.

To be safe, click Cancel in that box, copy anything you typed that you want to keep, and reload the page to see their version first. Agree with each other who edits the page.

Undoing things

How do I undo a change?

Just now, in the editor: the undo arrow at the top (or Ctrl+Z, Cmd+Z on a Mac). You can undo several times, until you leave the editor.
From an earlier save: open Revisions on the left of the editor, find the version and click Restore (see Going back to an earlier version). Then Publish changes.
Unpublished edits to a live page: Discard changes goes back to what is live.
A page you published by mistake: Unpublish takes it off the site and keeps it as a draft.

I deleted something by mistake.

A whole page: click Content, the kind of content, then the Trash tab. Tick it, choose Restore (as drafts) in Bulk actions and click Apply. Then open it and publish it again.
Part of a page: open the page and use undo, or go back to an earlier version in Revisions.
A template, part or pattern: click Content, Templates, then Restore beside it in the Trash at the bottom of the list.
An image: images can’t be deleted from Media, so it is still there.

Only Delete permanently, in the Trash, can’t be undone.

I changed the header (or a template) and every page changed.

That is how templates work: the header, footer and templates are shared by every page that uses them. If you are still in the editor, use the undo arrow and click Save & apply again. Otherwise change it back by hand and click Save & apply. Templates have no revisions to go back to, so take care with them, and ask an admin if you are unsure. See The header, footer and templates.

Pages that don’t show

I can’t find a page I made.

Click Content, then the right kind (Pages, Posts, Events…), and try the Drafts and Trash tabs. Type a word from its title in the search box and press Enter. The home screen’s Recently edited list shows the last things edited.

A page shows “Not found”.

It isn’t published. Drafts can’t be seen by visitors. Open it and click Publish (use Preview to see it yourself).
It is in the Trash. Restore it (see above).
The address is wrong. Check the Slug in the page’s settings, or click View beside it in Content to open it at its real address.
The address changed before it was published. Only a published page’s old address sends visitors to the new one.
It is an event, venue or calendar page and events are turned off, or the calendar pages are turned off by an admin. Venues have no page of their own.

Old addresses people still use (from printed flyers, say) can be sent to the right page by an admin (see Redirects).

A page doesn’t appear in a list on the site.

Lists (the Collection block, the calendar, menus) only show published content. Check:

The page is published, not a draft or in the trash.
It is the kind of content the list shows, with the category or tags the list asks for. Select the Collection block in the editor to see its settings.
The list shows Featured only and the page isn’t marked Featured.
The list shows a limited number, newest first, and the page is further down.
It is Members only: visitors who aren’t members don’t see it in lists.
It is a past event, and the list shows upcoming events only.

My page doesn’t come up in the site’s search.

Check that it is published, and that Leave out of this site’s search isn’t ticked in its SEO settings. Search finds words at the start of words in the title, excerpt and text. An admin chooses which kinds of content search covers.

Pictures and files

A picture is cropped badly.

Open it in Media and click on the part that matters most, such as a face (see Keeping the important part in view). For a Hero, Cover or cropped Image block, you can also set a focal point for each screen size in the block’s settings.

A picture looks blurry.

It is probably smaller than the space it fills. Upload a larger version of the photo (at least 1600 pixels wide for big banners) and choose it in place of the old one. In Media, a crop marked this one is smaller may look soft on big screens. The site makes the smaller copies for phones itself, so upload the largest version you have.

My upload was refused.

Documents can be PDFs, Word, Excel, PowerPoint, OpenDocument, plain text or CSV files, up to 50 MB each. A file whose name says one thing but which is something else (a web page saved as .pdf, say) is refused. For very large videos, put them on YouTube or Vimeo and use an Embed block instead.

Forms

I’m not getting emails from a form.

Open the form, go to Notifications, and check the Send to address and that Send this email is ticked. Click Save after any change.
Check your spam folder, and add the site’s address to your contacts.
Check that the form is Active.

Everything sent is also kept under Forms, Submissions, so nothing is lost. An admin can see whether emails went out in the email log (see Email log).

I’m getting spam through a form.

Forms have a hidden field that catches most robots, and each form takes at most 20 submissions a minute. If junk still gets through, delete it from Submissions (Delete), and let your site’s admin know. To stop a form taking answers for a while, untick Active on it.

Compose

Compose is taking a long time.

Building a page usually takes a minute or two, sometimes longer with long documents. The panel shows how it is getting on. If Claude stops answering, the panel says “Claude stopped responding before finishing. Try again.” Send your message again; nothing was changed.

Compose says it is still working, or that I have two turns running.

“Claude is still working on the last message in this conversation.”: wait for the answer before sending another.
“You already have two Compose turns running. Wait for one to finish.”: you can run two at once, in different conversations.

Compose says “Claude isn’t connected yet”.

An admin needs to add Claude’s key under Settings, Connections (see Connections). Until then, add and edit pages by hand.

Compose says the block is too large.

“That block is too large to change in one go.” Click a smaller block inside it, such as one section, and ask again.

What Claude wrote isn’t right.

Ask for the change in plain words (“The date is the 14th, not the 4th”), or change it by hand: later requests build on your version. Always read the page before publishing, especially dates, prices and names. See Writing with Claude.

Events and tickets

My event isn’t on the calendar.

Check that it is published and has a date under Starts. Past events move to /events/past/. A members-only event only shows to members. If no events show at all, events may be turned off (see Events and tickets).

The event shows the wrong time.

Check its Time zone in the event’s settings: empty uses the site’s time zone. If the site’s time zone itself is wrong, an admin changes it under Settings, Events.

The booking form doesn’t show on an event’s page.

The event isn’t published, or isn’t attached to a ticket: check Sells under Tickets in its settings.
The ticket has no ticket types, or none offered: open it under People, Tickets.
Sales haven’t started or have finished: the page says when tickets go on sale, or that sales have closed.

In the editor, a Tickets block that can’t sell yet shows sample tickets and says why.

Someone didn’t get their ticket confirmation.

Open the ticket under People, Tickets, find their order (search by name, email or code), click Details, check their email address and click Resend confirmation. Ask them to check their spam folder.

Someone wants a refund.

Refunds are made by admins, from the order’s Details on the ticket’s page. A free or unpaid order can be cancelled by any editor with Cancel order.

Something else

Something else is wrong.

Note what you clicked, what you expected and what you saw (a screenshot helps), with the page’s address, and send it to whoever looks after your site.