Support & troubleshooting

A practical first-aid guide for everyday WordPress problems. Start with the symptom that matches what you see and try one step at a time.

1. Protect your work. Before refreshing or signing out, copy any unsaved text into a document. If the editor still works, save a draft first.
2. Check the address and site. Make sure you opened the correct website and, on a multisite network, the correct dashboard under My Sites.
3. Reload once. Then test the affected page in a private/incognito window or another browser. Private browsing is a useful comparison, although it can have different cookie restrictions.
4. Narrow it down. Is it one page, the whole website, or only your browser? Does the public page work while the dashboard fails?
5. Keep notes. Write down the error, time, page address, and what you tried. Avoid changing several settings at once.

1. Use the login link supplied for your website. A bookmark for an old address or another site can send you to the wrong place.
2. Check your username or account email, Caps Lock, and accidental spaces. If your password manager offers several entries, select the one for this website.
3. If the password is rejected, use Lost your password? on the login screen. Check junk mail and use the newest reset email. Do not repeatedly request new links or keep guessing if a lockout message appears.
4. If the login page keeps returning, says cookies are blocked, or signs you out immediately, follow the site-cookie steps below.
5. If you use an authentication code, check that your device's date and time are automatic and use a current code. Contact 52Hz if you no longer have access to your authentication method.

Still stuck? Note the exact message. A password error, an account lockout, and “you are not allowed to access this page” need different fixes. Signing in successfully does not automatically give your account access to every site.

Cookies remember your sign-in. Cache stores copies of files to help pages load faster. Clearing one does not always clear the other.

Clearing site data will sign you out of that website and may reset its saved preferences. Finish or copy unsaved work first. Start with only the affected website so you do not sign out of unrelated services. You do not need to delete saved passwords or all browsing history.

Browser labels vary by version. Use this general route:

1. Open the browser's Settings and search for site data or cookies.
2. Open the list of stored website data or site permissions. Look for an option such as See all site data and permissions or all sites.
3. Search for your website's domain name. Select its entry and remove its cookies/site data.
4. Close the website's tabs, open your usual login link again, and sign in.

Some versions also offer Cookies and site data from the site-controls icon beside the address. If the wording differs, use the browser's official help linked at the bottom of this guide.

Open the affected website, select the padlock beside the address, and look for Clear cookies and site data. Alternatively, use Settings → Privacy & Security → Cookies and Site Data → Manage Data, search for the domain, and remove that site's data. Reopen the login page afterward.

Look in the browser's privacy settings for Website Data, search for the affected domain, and remove its stored data. On an iPhone or iPad, Safari settings may be under Settings → Apps → Safari. Menu names vary by operating-system version; use the official browser instructions below if needed.

If it still fails: try another up-to-date browser. Check whether cookies are being blocked for this site. Avoid disabling privacy or security protections for every website; send 52Hz the message and your browser name if the correct site still cannot keep you signed in.

1. Open the page in the editor and check its latest status. Save draft does not publish changes; an already-published page generally needs Save or Update. New pages may need Publish, confirmation, or approval depending on your role.
2. Check for a future publication date or a pending-review status.
3. Confirm you edited the right page on the right site. Open View Page and compare its address with the page you are checking. A homepage, header, or footer may be managed in a different place from ordinary page content.
4. After saving, reload the public page. On Windows, try Ctrl + Shift + R; on Mac, try Command + Shift + R in browsers that support it. Copy unsaved work before refreshing an editor.
5. Compare in a private window or another browser. If only your usual browser looks old, its cached files may be the cause. Clear cached images and files in that browser's browsing-data settings; leave saved passwords unchecked.
6. If the old content appears everywhere, a website or hosting cache may be involved. Use a Clear/Purge Cache button only if it is part of your normal site workflow and you know its purpose. Otherwise ask 52Hz to check it.

Do not keep rebuilding the same section to force it to appear. See Editing an existing page for the normal save and review process.

1. Copy unsaved text somewhere safe. Check your connection and whether other websites load.
2. Look for a sign-in or session-expired message. Sign in again in a separate tab if needed, then return to your editor and try saving once.
3. If WordPress says another person is editing the page, coordinate with them before taking over. Two people editing at once can overwrite each other's work.
4. Test with another current browser. If it works there, a browser extension or stored browser data may be involved. If appropriate, temporarily pause a suspected extension for this site, test, and restore it afterward.
5. For “Updating failed,” “Publishing failed,” or “not a valid JSON response,” capture the exact message and affected page. Try the sign-in and browser checks above; if it persists, send it to 52Hz. These messages can also need a server-side fix.

If content was replaced accidentally: stop making additional edits. Open Revisions, where available, compare the versions, and restore the correct one after checking it. Undo can help with a change still in the current editor session. See the editing guide for recovery steps.

1. Check the maximum upload size shown on the upload screen. Resize or compress an oversized image and try again. Keep the original file on your computer.
2. Use a common supported format, such as JPG/PNG for images or PDF for documents. Renaming a file extension does not convert its format.
3. Give the file a simple, descriptive name, such as team-photo.jpg, and retry one file at a time.
4. Check Media → Library before retrying repeatedly: the upload may have completed even if the editor did not update.
5. If the file exists in the library, select it again and save the page. For a blank or outdated image on the public page, use the publishing/cache checks above.
6. For “file type not permitted,” permission errors, or repeated HTTP errors, record the file type, size, and exact error for 52Hz. Do not change server permissions or install an upload plugin to work around it.

See Menus, images & files for the normal media workflow.

• Wrong dashboard: check the site name in the top bar and use My Sites to switch. See Navigating a multisite network.
• Missing page: go to Pages → All Pages, clear search/filter selections, then check Drafts, Pending, and Trash where available. Avoid creating a duplicate until you have checked these views.
• Missing menu or setting: your role may not include that action. A site's editor can also differ from another site's. Ask 52Hz to confirm the access you need.
• User cannot access a site: confirm the exact account email, site address, and assigned role. A network account may exist without membership on that specific site. See Users, roles & site access.
• New page is not in navigation: publishing a page does not always add it to the menu. Follow Adding a page and the navigation guide.

1. Try the homepage and a second page. Check another website to see whether your own connection is affected.
2. Test on another device or, if available, a phone using mobile data. This helps distinguish a local connection problem from a website problem.
3. If one old link shows 404 / Not Found, use the website menu to locate the page and check the link for a typo. Report the broken link and the page you expected; do not change site-wide permalink settings as a first fix.
4. For 403 / Forbidden, note whether you were signed in and what action triggered it. This may involve permissions or a security rule.
5. For 500, 502, 503, a blank screen, critical error, or a database connection error, send 52Hz the address, time, and exact message. Repeated refreshes usually will not resolve a server problem.
6. If you see a browser certificate/privacy warning, do not enter a password or bypass the warning. Check the address and report it to 52Hz.

1. Check the recipient's junk/spam folder and search for the sender or subject.
2. Confirm the form showed a success message. Note the time and which form was used.
3. If you need to test, submit once using your own details and clearly label the message TEST. Avoid repeatedly submitting real customer information.
4. A success message does not prove an email was delivered. If the message is still missing, ask 52Hz to check delivery and any stored entries. Do not change email/DNS settings or share a customer's private message in a screenshot.

Contact us after the relevant basic checks, or sooner if the website is unavailable, displays a security warning, or you suspect unauthorized changes. Leave plugin, theme, hosting, DNS, database, and server changes to 52Hz unless we have specifically guided you through them.

Use your usual support channel and include:

• Website and page address — and the site name if you use multisite.
• What you expected and what happened instead.
• Exact error text, approximate time, and whether the issue is ongoing.
• Browser and device, plus whether it happens in another browser or on another connection.
• Checks you tried and the result of each.
• A screenshot, with personal information hidden.

Never send your password, authentication codes, reset links, or customer information in a support screenshot. We can arrange an appropriate access method if needed.

Settings change over time. These links provide the current browser-specific instructions:

• Chrome: manage and remove site cookies
• Firefox: clear cookies and site data
• WordPress: troubleshoot login issues
• WordPress: changes not appearing

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