Frequently Asked Questions

General

Question: Who is Oxxy?
Answer:

Oxxy is a website builder for people who want to create their own website conveniently and receive support when running it. The platform is very intuitive for first time users, typically a site can be built up and running live on the internet in minutes and the package plans are optimized to provide the right features to suit individual needs.

Question: Who stays behind it?
Answer:

We are a company with a small crew of developers, designers and passionate entrepreneurs. The founders of Oxxy are successful and creative individuals aiming to provide the best performing website builder to their customers. To read more about our history and the founders' stories, please visit the About us page.

Question: How do I start using the platform?
Answer:

Step 1 - Watch the demo video, then select the Start Now button right above it or the Register button at the top right corner;

Option 1:

Step 2 - If you selected the Start Now button, then the templates page will appear and you need to press Select on the template you want. 3. Then you need to make a registration to continue. Choose if you would like to use your social account (Facebook, Google+) or enter an email and password to create a new one. If you chose to create a new account, select the box I agree with the terms of use and click Register.

Option 2:

Step 2 - If you want to register via the Register button at the top right corner of the home page, enter an email and password to create a new account, then select the box I agree with the terms of use and click Register. Otherwise, use your social account (Facebook, Google+) to register. Step 3. Choose a template and click the Select button.

Option 1 & 2:

Step 4 - You will now be transferred to our Pricing page where you can have a look at all packages we offer and their prices.

Step 5 – Click on the Select button of the plan that suits you and continue with the payment process.

Step 6 – When you finish the buying process, you will access the HTML editor and you can start editing your site.

If you have selected our free plan, then you will be transferred directly to the HTML editor. No card details would be necessary.

Question: Is there a trial version?
Answer:

We offer a free plan instead of a trial period for those of you who want to test our platform prior to committing.

Question: What browsers do you work with?
Answer:

Oxxy works with all popular browsers, as we want to deliver the best web building experience.

Question: When is the support available?
Answer:

Our support centre is available weekdays between 7am and 5pm GMT.

Question: How do I contact you?
Answer:

One way to contact us is via the contact form and one of our specialists will get in touch. You could also leave us a message via our live-chat for fast response. If you have more specific question you can email our specialized teams: for tech support - support@oxxy.com, for jobs - office@oxxy.com. Please do not hesitate to contact us with any issues you may have.

Question: How can I send feedback?
Answer:

We always welcome your feedback with suggestions on improvements we could make. If you also notice any bugs within the platform please feel free to contact us. You can contact us via our live-chat or you can drop us an email at support@oxxy.com.

Account Management

Question: How do I create an account?
Answer:

There are two ways you can create an account:

  • Select the Start Now button, then register with an email and password.
  • Select the Login/Register button at the top right corner of the home page, then register.
  • To find step by step instructions on how to start using the platform, please click here.
Question: How do I log in to my account?
Answer:

You can log in into your account from the Log In button at the top right corner of the menu or by clicking on Start now.

Question: How do I log out of my Oxxy account?
Answer:

To sign out of your account, simply go to the home page of the website and press the button Log out on the right top corner. If you want to log out from the Oxxy editor, go to the Account Log out button at the very bottom right corner.

Question: How can I change my password?
Answer:

If you want to change your password please go to Settings menu - Settings - Update Password. After you enter your old and new password, click on the Update button and you will receive a confirmation email shortly.

Question: I forgot my Oxxy password. What do I do?
Answer:

If you have forgotten your password and you cannot log in to your account:

  • Go to www.oxxy.com.
  • Click Log in/Register.
  • Under Log in/Register, you will see Forgotten password? so click on it.
  • In the next page that opens, write your email address. An email will be sent with instructions so you could update your password.

If you still have problems logging in, please contact us with your user name.

If you have not forgotten your password and you only want to change it, please read the information here.

Question: How many sites can I have from one account?
Answer:

From one account you can have as many sites as you like. Each one of them has to be purchased with a separate plan and you also get a discount on every package.

Question: Can I import my site to Oxxy if I already have one?
Answer:

No, but you can recreate your site easily on one of our templates.

Question: How do I cancel my subscription?
Answer:

You can cancel your account any time. Currently, the way to do that is to inform our support centre by email at support@oxxy.com or phone (please click here to see our contact details).

Billing

Question: What is the difference between Free and Paid packages?
Answer:

With paid packages you receive no more advertising on your site and a domain name with yourdomain.com instead of yourdomain.oxxy.com. The higher you upgrade your account the more powerful tools you get while the price per service diminishes. The Paid versions allow you to use more bandwidth and space to accommodate with the traffic from your visitors as well as add more pages to your site. You get access to use our amazing premium templates, you get assigned email addresses and free premium support from our support team. You can choose the best package that suits your needs for your personal or business website.

Question: Is there discount for yearly service?
Answer:

Yes we offer special discounts for all of our yearly subscriptions. In addition, if you choose an annual option, you get a free domain name for your website.

Question: What are the payment options for the packages?
Answer:

We accept international credit/debit cards like Visa and MasterCard.

Question: If I pay for a year but then I want to upgrade my account, what should I do?
Answer:

You can upgrade any time you want. The new subscription will become active immediately, regardless of the remaining months from your previous account. To find out the step by step instructions on how to upgrade, please click here.

Question: What are the cancellation and refund policies?
Answer:

You can cancel your account at any time, if you are not happy with the service, by informing our support team at support@oxxy.com. The cancellation will become active after your current plan expires. Then, your site will not be removed but instead, it will be transferred to our free plan.

You can cancel your subscription within the first 14 days after purchasing to get a refund. For further information about the refund policy, please refer to our terms and conditions page.

Note that if you want to cancel your plan within the first 14 days after purchasing, you will get a full refund for the amount you paid, less the domain fee if you have purchased an annual plan. Please click here to learn more about what happens to your domain after cancellation.

Question: How does your 14 day money-back guarantee works?
Answer:

If you cancel your contract with us within the first 14 days, you are entitled to a full refund. For further information please visit our terms and conditions page.

Question: How do I change my account information?
Answer:

To change any of your details, please go to Site settings, then choose Settings, update your information, such as email, password, subdomain or address and press the Update button bellow the fields. For changing the address, select the Edit button next to the relevant address and fill in the information.

Question: How long are your contracts?
Answer:

Our contracts are month-to-month and annual to suit your preferences and needs.

Question: Can you send me an invoice?
Answer:

You can view and download an invoice from Settings menu, then Billing and Payments. Please click here for more information on how to view and download invoices.

Online store

Question: How can I create an online store?
Answer: You can create an online store by clicking the eCommerce icon in the upper right corner in the editor. Keep in mind that in order to publish your online store and start to receive purchases you need to be on the Platinum subscription. To learn more about setting up your online store, click here.
Question: How much does it cost to set up an online store?
Answer: The eCommerce feature is included on every monthly or yearly Platinum subscription starting off from €18 per month. For more information about our pricing plans, please visit our pricing page.
Question: How do I add products?
Answer: In order to add products, you need to have the eCommerce feature enabled. Then from the dashboard just go to the Products tab and click Add products. For more information about Products, click here.
Question: Can I organize my products into different categories?
Answer: Oxxy lets you organize your products into different collections. To learn more about collections, click here.
Question: How can I receive payments from customers?
Answer: Oxxy lets you receive payments either through PayPal or by setting up offline payments. To learn more about the payment methods we offers, click here.
Question: How can I design my store?
Answer: You can design your store in the same way as you design your whole website - using our DIY editor. Keep in mind that every eCommerce page you have - shop page, single product view, cart and thank you page, have its own settings that you need to configure. To learn more about the individual settings of every eCommerce page, click here.
Question: Can I sell in different countries?
Answer: With your Oxxy store you can sell to customers wordwide. The eCommerce module lets you set up different regions for delivery with separate tax and shipping rules. To learn more about shipping and taxes, click here.
Question: How do I see and manage my orders?
Answer: You can view and manage your Orders from the dashboard of the eCommerce module. To learn more, click here.
Question: How many products can I add?
Answer: We don't put any limitations on the number of products you can add.
Question: Are there any transaction fees?
Answer: We don't impose any transactions on your orders. If you are using PayPal as your payment method, keep in mind that transactions may vary depending on your location. For more information, refer to PayPal.

Domain

Question: How do I set up the free domain from Oxxy?
Answer: When you purchase an annual subscription from Oxxy, you are eligible to receive a free domain for one year. You do not need to do anything to claim your free domain. It will appear automatically in your domain list. To access and connect your free domain, open the HTML editor, go to Site settings, under Domain name select Add Domain and you will find your free domain in the drop – down menu. To find out how to connect the relevant domain, please click here.
Question: Do I own my domain?
Answer:

Yes the domain name you pick is yours, Oxxy only hosts it on its server.

Question: What is a Subdomain?
Answer:

Before you assign your own domain, your website will have a subdomain, provided by Oxxy that looks like yoursubdomain.oxxy.com. You can change it any time from Settings menu, then click on Settings and go to Subdomain to update.

Question: How do I set up my own domain to my Oxxy site?
Answer:

To set up your own domain to your Oxxy site, make sure you are on the site you want to connect the domain to, then go to Site settings, click on Domains, select Connect with website and manage. Then type the domain name in the field, click Submit and then OK to continue. After that, you need to set your domain DNS server to point to ns1.oxxy.com or ns2.oxxy.com. If you do not know how to do that, please contact your domain registrar (which means a domain selling company) and ask them to do it for you or watch the video tutorials they should provide on how to change a name server. Please keep in mind that you might need to allow up to 72 hours for the changes take effect and your domain will be pointed to our servers.

Question: How do I change my domain name?
Answer:

If you want to set another domain name to your site, you can do that from our Site settings menu. Go to Sites menu, then select the site you want to change the domain of and click on the Site settings icon. From Domain name, click on the drop - down menu to choose another domain. If you have not purchased the domain name yet and you need to do that, please click here for further information.

Question: What is the refund policy on domains?
Answer:

Oxxy provides you the opportunity to register a domain with domain registrars through our platform. According to their terms and conditions, once invoiced, the domain registrars do not allow refunds on domains. This means that if you purchase a plan separate from an annual package, the domain you need to buy will be non-refundable once registered.

Question: What happens to my domain if I cancel my annual subscription with Oxxy?
Answer:

If you cancel your annual subscription with us, you will retain ownership of the domain for the rest of the remaining period, but Oxxy will not continue to host it for you after this period is over. You will need to pay to your provider for the next period of the domain hosting service if you wish to keep your domain. If you decide to cancel within 14 days of purchasing the product, you are entitled to a full refund but we will charge you for the cost of the domain, as giving up the yearly subscription, you also give up from the free domain offer.

Question: What happens to my domain if I downgrade my yearly subscription to a monthly?
Answer:

You can downgrade your subscription from yearly to monthly at any time, however, the monthly plan will become active at the end of the remaining annual period. You will not pay for domain hosting throughout this period. To downgrade your plan, please contact our support team.

Question: Can I register a free domain to another non Oxxy site?
Answer:

At this point no but we will provide this option shortly.

Design

Question: How do I edit pages?
Answer:

To edit pages:

  • Go to All pages
  • Next to each page, you will find Style and Settings menus where you can customize the pages from. Click on each of them to begin. Please click here to learn more about the customizing features of the page Style editor and here – of Page settings.
Question: How do I create, delete or duplicate a page?
Answer:

Go to All pages

To create a page:

  • Click on the button Create page, then fill in the details for your page and click OK.

To delete a page:

  • Next to each page you will see a menu. Click on Delete page (the forth icon from left to right) of the page you want to delete, then click Yes.

To duplicate a page:

  • Next to each page you will see a menu. Click on Duplicate page (the third icon from left to right) of the page you want to duplicate, then click Yes.
Question: How do I create a subpage?
Answer:
  • Go to All pages
  • Go to the position sign on the left of the page.
  • Roll your mouse over to the right and drop it. The page turns into a subpage.
Question: How do I show elements on all pages?
Answer:

There is a feature that allows an element to be shown on all pages.

  • Click on the element.
  • Click on the green marker from the element's menu called Show on all pages (the sixth button from left to right).

The element will appear on all pages automatically.

Question: Can I choose not to show elements on some pages?
Answer:
  • After showing an element on all pages, go to the page accordingly and click on the element you want to dismiss.
  • Select the green pin button.
  • A drop - down menu will appear with two options – Unpin from other pages (the element will disappear from the other page but this one) and Unpin from this page only (the element will remain at the other pages but this one). Select the option you want.
Question: How do I rename a page?
Answer:
  • Go to All pages.
  • Click on the Page settings of the page you want to rename.
  • Under Page name, write the new name you want for your page.
  • Click OK.
Question: How do I set up a home page?
Answer:
  • Go to All pages.
  • Click on the Page settings of the page you want to set up as a home page.
  • Find the feature Set this page to be home page, below SEO options and select the box next to it.
  • Click OK.
Question: How do I change the order of the pages in the navigation menu?
Answer:
  • Go to All pages
  • Go to the position sign on the left of the page.
  • Drag and drop the page to the position you want.
Question: Can I move an element in front of another?
Answer:
  • To move an element in front of another, click on the element accordingly.
  • Click on the feature Bring to front (the third icon from left to right) from the element's menu.
Question: How do I move an element under another?
Answer:
  • To move an element under another, select the element accordingly.
  • Click on the feature Bring to back (the forth icon from left to right) from the element's menu.
Question: How do I lock and unlock an element?
Answer:

To lock an element:

  • Click on the element.
  • Click on the padlock sign (the fifth icon from left to right) from the element's menu. Once locked, your item cannot be changed or interfere with the other elements on your page.

To unlock an element:

  • Click on the element that is locked.
  • Click on the padlock sign on the top left.
Question: How do I delete elements?
Answer:
  • Click on the element.
  • Click on Delete (the seventh icon from left to right) from the element's menu.
Question: Can I select multiple elements at once and manage them?
Answer:

Yes, you can. Select all of the elements with your mouse. Then the customizing menu appears on the top left corner. The options are:

  • Alignments – you can align the elements simultaneously to the left, horizontal center, right, top, vertical center and bottom.
  • Bring to front – bring the elements to the front of the rest.
  • Bring to back – bring the elements to the back behind others.
  • Lock group – lock the elements so they will not interfere with your design while editing.
  • Show group on all pages – show the elements on all pages.
  • Delete group – delete the elements with a single click.

SEO

Question: What is Search Engine Optimization?
Answer:

SEO is a process of attracting visitors to a particular site or web page in search engine's organic or paid search results listing. Optimizing a website to appear more frequently in the results' lists may involve writing quality content on the site with relevance to specific keywords, creating backlinks, associated coding to be indexed with search engines, increasing its prominence and more.

Question: How do I increase my website visibility?
Answer:

Oxxy has put together an amazing platform that is already optimized for search engines by default. There are other things that should be done from the moment of publishing your site to be potentially indexed and visible. That can be achieved through entering short and descriptive keywords and site titles, gathering inbound links from other quality sites, writing quality content in similar topics, posting relevant blog/ forum comments that are valuable to the readers and creating backlinks. You need to be careful not to spam your community but instead use quality methods to raise importance and interest.

Question: What is on-page and off-page SEO?
Answer:

The on-page SEO is basically all of the content of your website that makes it worthy of positioning in the search results. The two most important attributes to this are: the content must supply the demand and it must be linkable, i.e. all the links must be accessible in order for the search engine to rank it.

Off-page SEO is more consuming process described with promoting your website outside of its pages' content and building online reputation (branding). Completing on-page SEO is recommended before taking it in front of the online community.

Question: How can I add a Google Analytics code to my Oxxy site?
Answer:

Google Analytics is a service offered by Google that provides users with traffic and other statistical data about their website. You need to go to www.google.com/analytics/ and create an account. For instructions describing the process, please visit Google support page here. After you receive your code you need to connect your Google Analytics account with us to be able to see the results directly through our platform. To enter your Google analytics code to your Oxxy site:

  • 1. Please log in to your account with Oxxy.
  • 2. Go to Site Settings.
  • 3. Click on SEO options and enter it under Tracking code.
Question: What if I would like to downgrade?
Answer:

To downgrade your subscription with Oxxy, please inform our support team.Note that the new plan you want to downgrade with, will become active after the current plan expires.

Question: What information can I take from Google Analytics and how this can help me?
Answer:

Google Analytics is a very popular tool for tracking site statistics. Many businesses use the traffic reports to shape their promotion strategies, referring to search engine visibility and help them improve their sites. It is an amazing tool that gives enormous amount of information about who is visiting your site, how are they getting there and how are they navigating through it.

Question: What is the difference between page name and page title?
Answer:

The page name will appear in your menu bar and in the URL of your page when browsing through your site while the page title is the headline of your website page that appears in search results and in the tab of your browser.

Mobile Version

Question: How can I create a mobile version of my Oxxy website?
Answer:

You can create a mobile version of your website by clicking the Mobile icon on the right of the editor.

Question: Can I set my desktop version to be also displayed on mobile devices?
Answer:

Yes, you simple need to keep the Allow mobile site box in the Site Settings panel of your website unchecked. By default the desktop version will also be displayed on mobile devices unless you enable the mobile version from the Site Settings panel.

Question: Is the mobile editor free?
Answer:

Yes, the mobile solution we provide is free for all users no matter what subscription they use.

Question: Why are some of the elements missing on my mobile site?
Answer:

The reason why some of the elements are not displayed when you switch to the mobile version of your website, is that we automatically hide all shapes (circle, box, strip, horizontal and vertical line) from the mobile sites.

You can find them in the Hidden Items section and restore each of them at any time by clicking Show Item.

Question: How can I view my mobile website?
Answer:

The reason why some of the elements are not displayed when you switch to the mobile version of your website, is that we automatically hide all shapes (circle, box, strip, horizontal and vertical line) from the mobile sites.

If your website is published and you have enabled the mobile version, it will be automatically displayed when you open your site from a mobile device. The URL address of your mobile site will be m.yourdomain.com.

Question: Will my mobile website be optimized for search engines?
Answer:

All the templates we offer come with a ready mobile version that is fully optimized for search engines.

If you create your mobile version on your own, you need to be careful for the design of your pages as their usability can affect their SEO score.

Question: Can I change the style of my mobile site?
Answer:

The mobile solution we offer is a different version of the same website. That means that you cannot make the background of your pages different on desktop and mobile, add additional pages to be visible only on the mobile site and vice versa.

Question: How do I hide an element from my mobile site?
Answer:

If you don’t want a certain element to appear on your mobile site, you can hide it by selecting it in the Mobile Editor and clicking Hide from mobile (the third button in the element’s menu).

Emails

Question: How can I start using the mailboxes service?
Answer:

To take advantage of the free mailboxes Oxxy provides, make sure you have a paid subscription and a domain connected to that subscription. Please keep in mind that free plans do not support email integration and you need to upgrade your site in order to use email accounts.

The domain that you already have, can be either bought from us or connected from another domain registrar. Once, it is set up, you need to activate the email service from Account settings – Mail boxes – Activate. Now all that is left to do is to create as many email accounts as you want. That depends on the type of subscription plan you have chosen. For further information on managing email accounts, please click here.

Question: How do I create an email address?
Answer:

To see a step by step guide on how to create a mailbox, please click here.

Question: What happens to my email accounts when I downgrade my subscription?
Answer:

When you downgrade your plan with Oxxy, there are three possible outcomes. The first one is when you currently have more emails than the new subscription allows. For example, if you downgrade from Platinum to Gold and you currently have 20 emails, all of your emails will become inactive, as your limit becomes up to 5 emails. What you need to do, is go to Account settings – Mail boxes and click on Activate. You need to delete the necessary number of emails and click the reactivate button on the ones you want to keep.

The second and third case is when you have less and equal number of email accounts to those allowed in your new subscription. In both cases your email accounts remains active.

Question: What happens to my emails when my subscription expires?
Answer:

When your subscription expires, that means the domain disconnects from the subscription it has been linked. Therefore, the email addresses connected to the subscription and domain, also become inactive. Keep in mind that we do not keep email messages, so make sure you back up your important messages and contacts.

Question: What happens if I delete my email account?
Answer: If you choose to delete your email account, this will remove the account along with all aliases, filters and other custom settings you have assigned. Keep in mind that we do not keep a backup copy of your messages, so make sure you back up your important emails and contacts before you delete your account.
Question: How many aliases can I set up?
Answer: You can set up as many aliases to your email addresses as you want. There is no limit on this service.
Question: How can I set up alias addresses for a specific mailbox?
Answer:

To see a step by step guide on how to set up alias addresses for a specific mailbox, please click here.

Question: How can I set up spam filters for a specific mailbox?
Answer: To see a step by step guide on how to set up spam filters for a specific mailbox, please click here.
Question: What is the space of my mailbox?
Answer:

The space of your mailbox depends on the subscription plan you use. For example, if you are on a Gold plan, you have 5Gb space that you use for all the files on your website and your mail, as well.

Question: How do I set up my email account on my phone, tablet, computer or other device?
Answer:

You can view your email on other mail clients, as well as on smartphones or tables. To see what settings you need to configure, please click here.

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