How can we help?

Once you approve your staging link, we'll send you a DNS setup guide specific to where your domain is registered. It's a 5–10 minute process — you log in to your registrar (GoDaddy, Namecheap, etc.) and change two nameserver values to the ones we provide. That's it.

Go to who.is and type in your domain. Look for the "Registrar" line in the results — it'll say something like "GoDaddy, Inc." or "Namecheap, Inc." That's who you need to log in to. If you still can't find it, reply to your setup email and we'll look it up for you.

Usually 1–4 hours. Sometimes as fast as 15 minutes, rarely longer than 24 hours. This is a global DNS propagation process — it's outside anyone's control to speed up. During this window your old site stays live, so nothing breaks.

Not necessarily. DNS changes take time to propagate globally — your browser may still be caching the old address. Try opening your site in a private/incognito window, or on a different device or network. If it's been more than 24 hours and still showing the old site, reply to your setup email.

It depends on your setup. If your email runs through Google Workspace, Microsoft 365, or a separate email host (like Zoho), it won't be affected — we carry over the email DNS records when we set up your zone. If your email is hosted directly through the same company as your website (some Bluehost setups, for example), reply to your setup email before making the DNS change and we'll walk you through it safely.

We rebuild your site to match as closely as possible, but some elements — certain SVG icons, embedded fonts, or plugin-generated content — may look slightly different. If you notice something specific, reply to your setup email with a screenshot and we'll fix it. That's what your tweak window is for.

Send us a screenshot to hello@machsites.com along with the device and browser you're using. We'll get it sorted within your tweak window.

First, check where form submissions were going on your old site — most go to an email address, a CRM, or a service like Zapier. If that destination hasn't changed, try submitting the form and waiting a few minutes. Check spam too. If submissions still aren't arriving, reply to your setup email with the form URL and where submissions should go.

That's a quick tweak — email hello@machsites.com with the correction. If you're within your 30-day tweak window, there's no charge.

We rebuild all public-facing pages we can access on your original site. If a page is missing, it may have been behind a login or not linked from the navigation. Reply to your setup email and we'll check.

Yes — we preserve all embed codes from your original site, including MailChimp forms. Submissions still go to your MailChimp list exactly as before. If a form stops working after launch, it's almost always a MailChimp account issue (expired plan, changed settings) rather than anything on our end. Log in to MailChimp and check your account status first.

Booking widgets are preserved as-is. Your account with the booking service stays the same — we just carry over the embed code. If the widget isn't loading, try opening the booking link directly in a browser to confirm the service itself is active.

Yes, we carry over your GA4 tracking code. To verify, open your site and check the Realtime report in Google Analytics — you should see yourself as an active user. If you're not seeing data after 24 hours, reply to your setup email with your GA Measurement ID (looks like G-XXXXXXXX) and we'll confirm the tag is firing.

We preserve your Facebook Pixel the same way as Google Analytics. You can verify it's firing using the Meta Pixel Helper browser extension.

Most review widgets require a script tag that's tied to your business account. We preserve these, but some widget providers occasionally change their embed code or require re-authentication. Log in to the review platform and grab a fresh embed code, then reply to your setup email and we'll drop it in.

We preserve the Search Console verification meta tag from your original site. If Search Console shows an ownership error, log in and click "Verify" again — it usually just needs a re-check. If the issue persists, reply to your setup email.

You'll receive a portal link in your onboarding welcome email. If you can't find it, email hello@machsites.com from the address you signed up with and we'll resend it.

Log in to your client portal and navigate to Billing. You can update your card there at any time. Alternatively, email hello@machsites.com and we'll send you a direct link.

You can cancel any time from your client portal under Billing → Cancel Plan. Cancellation takes effect at the end of your current billing period — no partial-month refunds. Your site stays live for 30 days after your final billing period, after which hosting is discontinued. We'll send you a copy of your site files on request.

Your site stays live for 30 days after your last billing period ends. After that, the hosting goes down. We'll send you a zip of your site files so you can migrate to another host. Your domain is always yours — we never hold it.

The build starts as soon as your onboarding form is complete. If you've paid but haven't received the form link yet, check your spam folder. If it's been more than an hour, email hello@machsites.com.

Log in to your client portal and open the Chip Configuration section. You can edit your business description, behavior rules, and individual FAQ answers. Changes take effect instantly — no redeploy needed.

In the Chip Configuration section of your portal, scroll to the FAQs section. Click "+ Add FAQ" to add a new question and answer pair, or click the × on any existing one to remove it. Save when done.

Yes — Chip can run a live Google PageSpeed audit for any URL a visitor shares in the chat. It reports the score and explains what it means. This is active by default.

Email hello@machsites.com and we'll disable it. We're adding a toggle to the portal soon.

Tweaks are minor content corrections: text changes, image swaps, phone numbers, hours, pricing updates, or small layout adjustments. What's not a tweak: new pages, structural navigation changes, redesigns, new functionality, or anything requiring significant development time. When in doubt, just email us — we'll tell you quickly whether it's covered.

Email hello@machsites.com with a description of what needs to change. Screenshots or a short Loom video are incredibly helpful. We'll confirm and get it done.

Most tweaks are done within 1–2 business days. Larger ones (many changes at once) may take 3–4 days.

Yes — after the tweak window we quote changes individually. Most small edits are a flat $50–100. Bigger work is quoted based on scope. Email hello@machsites.com and we'll give you a number before doing anything.