In this story
1. Fix it with the AI in your admin
Most problems with your site can be fixed right away, any time of day.
- Open your site's admin. How do I open my site admin?
- Tap AI.
- Say what is wrong in plain words, for example "the logo is too small on phones" or "add a Sports menu". Every change it makes can be undone.
2. Chat with Keynate on keynate.com
Open the chat button on keynate.com. Nia, Keynate's AI assistant, answers first. AI answers can be wrong, and the prices and terms on our pages always apply.
- Tap Talk to a person in the chat. On a phone, while the keyboard is open, it moves to an icon at the top of the chat.
- If you are signed in, you can pick Which site? or Not about a site. No code is needed. If you are not signed in, enter Your email (and your name if you like). Keynate may email you a 6-digit code to confirm the address. Enter it under 6-digit code; it works for 10 minutes. Some chats ask you to Sign in first.
- Write what you need in What do you need help with? Leave Share my chat with Nia ticked if you want the team to see your earlier questions.
- Tap Start chat. A person from the Keynate team replies in the same chat.
- When someone is online, the chat shows Online now. When nobody is online, it says We reply by email. The chat is still saved, and the team replies to your email, usually within 1 business day.
- Signed in, you can attach files (PNG, JPG, WebP, GIF, HEIC, PDF or TXT; up to 5 files, 10 MB each and 25 MB together). Guests cannot attach files.
- Your chats are listed under your account with your tickets. Tap Continue to open one again. A guest gets a link by email to continue the chat in any browser.
- When the chat ends, you can rate it (good or not good) and ask for the chat by email.
- Never share passwords or card numbers in the chat. Read how Keynate keeps chats in the Privacy Policy.
3. Read the guides
This help centre has guides for every screen. Use the search box.
4. Raise a ticket
Use this for billing, your account, or anything still stuck.
- Sign in to keynate.com and open the Get help page (Help center in the footer), or open Report a problem on any site page.
- Choose Your order or site, or Not about an order.
- Choose What is it about?: Billing or payment, Setting up my site, My web address (domain), Something is not working or Something else.
- Write a Subject (3 to 150 characters) and a Message (at least 10 characters). Say what happened and what you expected.
- Attach screenshots or files if useful. You can attach up to 5 files, 10 MB each and 25 MB together.
- Tick the box that lets Keynate contact you by email.
- Tap Send request. You get a reference and a confirmation email.
Report a problem from a site page
Report a problem on a site page opens a short form: What went wrong? (required, at least 10 characters), Steps to reproduce (optional) and a screenshot. A person on the Keynate team reads every report. You get a reference number.
Good to know
- Keynate replies by email within 24 to 48 hours. Replies also appear under Your requests. Ticket status
- Tickets are for Keynate customers, so you must sign in. Keynate can then see your sites and orders.
- You can also email the support address on the Contact us page.
- Keynate has no phone or WhatsApp support. Help comes through the AI in your admin, live chat, this help centre, tickets and email.
- Never put passwords, keys or card numbers in a ticket.
Common problems
- Live chat says "Live chat is off right now. Please use the help page." Raise a ticket instead.
- "Too many requests. Please try again in about … minutes." There is a limit on tickets per hour.
- "We could not find that site or order on your account." Pick another or choose Not about an order.
- "You’ve sent several reports recently." Wait for the time shown. For urgent problems, email.
- "The message is too long." Shorten it.
- "We could not reach Keynate." Check your connection and try again.
Questions
Frequently asked questions
Where do I find a grievance officer?
On the Contact us page.