Help Library

Quick answers, in about a minute

Short videos for the questions our clients ask us most. Every video has captions built in, and a written version underneath.

Start here · 1 of 5

What your hosting includes

One simple rule for what your hosting covers, and what counts as a change.

1:08 · captions built in
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  1. What's included with your hosting, and what counts as a change.
  2. If it keeps your site running and safe, it's included.
  3. If it changes what your site says or does, it's a change.
  4. We watch your site around the clock, and fix it if it goes down.
  5. Security, software updates and backups.
  6. And technical help: logging in, email, your domain name.
  7. Changes: new words or photos, new pages, a new look, new features.
  8. Your plan may include some update time each month. It's listed on your plan.
  9. Bigger jobs get a price first. We never start paid work without telling you.
  10. “My website is down.” Included, and handled as an emergency.
  11. “My email stopped working.” Included.
  12. “Please add our new team member.” A change.
  13. “Can we add online booking?” A change, with a price first.
  14. Not sure which it is? Just ask. We'll always tell you first.
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How to reach us

Email, the client portal, phone or remote support: which to use, and the one thing never to email.

1:09 · captions built in
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  1. How to reach us, and get the fastest answer.
  2. The best way: email support@dependentmedia.com
  3. Send it from the email address on your account.
  4. You'll get an automatic reply with a ticket number. Reply to it to add more.
  5. Or log in at dependentmedia.com/hosting and click Open Ticket.
  6. Anything you type in the portal always reaches us.
  7. Call (775) 238-3425, Monday to Friday, Pacific time.
  8. Website down or hacked? Tell us right away. We treat it as an emergency.
  9. While we're on the phone, go to remote.dependentmedia.com
  10. We can see your screen, and fix it with you.
  11. Never email a password, even to us.
  12. If we need one, read it to us on the phone.
  13. We're glad to help.
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How to ask for a change

Five habits that get your change done right the first time.

0:59 · captions built in
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  1. How to ask for a change, so it's done right the first time.
  2. Open the page you want changed, and copy its address.
  3. Paste it into an email to support@dependentmedia.com
  4. Write the exact new words, not a description.
  5. Say what to change, and what it should say instead.
  6. Attach new photos as files, the biggest size you have.
  7. Not pasted into a Word document. That shrinks them.
  8. Hard to describe? Send a screenshot, and circle the spot.
  9. Several changes? Put them all in one email, as a numbered list.
  10. We'll reply with any questions, and tell you before anything costs extra.
  11. Page address. Exact words. Photos as files. One email.
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Logging in to your website

Your private login link, password resets, and what to do if you're locked out.

1:01 · captions built in
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  1. How to log in to your website, and what to do if you're stuck.
  2. Many of our sites keep the login page at a private address.
  3. Use the login link we sent you, and bookmark it.
  4. Lost it? Email us and we'll send it again.
  5. Type your username or email address, then your password.
  6. Click Log In.
  7. This is your dashboard. Your pages and posts are on the left.
  8. On the login page, click Lost your password?
  9. Enter your username or email. A reset link comes by email.
  10. Nothing in a few minutes? Check spam, then email us.
  11. Too many wrong tries locks the login for a while. That stops attackers.
  12. Wait and try again, or email us to unlock it.
  13. Never email your password to anyone, including us.
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Updating your card

Add your new card and make it the default: the step everyone misses.

1:08 · captions built in
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  1. How to update the card we charge, and the step everyone misses.
  2. Go to dependentmedia.com/hosting and log in.
  3. Forgot your password? Click Forgot Password?
  4. At the top, click Billing, then Payment Methods.
  5. Click Add New Credit Card.
  6. Enter the card number, expiry date and security code.
  7. Click Save Changes.
  8. The step everyone misses: a new card isn't the one we charge yet.
  9. Next to your new card, click Set as default.
  10. Now it says Default. Future charges go to this card.
  11. You can delete the old card if you like.
  12. Got a “payment failed” email? That invoice still uses the old card.
  13. Open it under Billing ▸ My Invoices, click Pay Now, and pay with the new card.
  14. New card from your bank? Update it here the same day.

Coming next

More short videos on the way.

Email

  • Email on your iPhone or Android phone
  • Email in Outlook and Mac Mail
  • Why mail goes to spam
  • Is this email real? Spotting fakes

Your website

  • Change text or a photo yourself
  • Write and publish a blog post
  • Where your form messages go
  • Domain renewals: what not to buy

Grow your business

  • Your Google Business Profile
  • Getting more reviews
  • Reading Search Console
  • Local Services Ads or Search Ads?