Whether you have a question before you buy, need a hand getting a website unit installed, or something has gone wrong with an order, this page sets out every way to get help and what to expect when you do.
Ways to reach us
- Contact form — choose the Support subject and include your order number if you have one. This is the quickest route, as it lands in the same inbox we work from every day.
- Email — admin@codecrane.co.uk. Use this if you need to attach screenshots, error logs or other files.
We reply by email, so please check your spam or junk folder if you haven't heard back — and make sure the address you give us is one you can receive mail on.
Help yourself first
Most questions we receive are already answered somewhere on the site or in the files that came with your order:
- Frequently Asked Questions — what a website unit is, what's in the download, hosting requirements, payment, refunds and licensing.
- How it works — the full walkthrough from browsing to going live, including the difference between self-install and the Install Service.
- Your order confirmation email — contains your download links plus the installation guide and any setup guides as PDF attachments. The confirmation page you saw after paying has the same download buttons.
- Each product page — lists that unit's exact server requirements and links to its feature-list PDF.
- Your account — shows your order history if you registered at checkout.
Installation help
Installation questions are covered as standard with every purchase. Before you get in touch, it's worth knowing:
The installer checks your server for you
The setup wizard included with every website unit checks your PHP version, extensions and database connection before it lets you proceed. If it stops on a requirement, the message it shows tells you exactly what your host needs to change — that message is the first thing to send us if you're stuck.
Lost your download or the guides?
Contact us with your order number and the email address you used at checkout, and we'll send the links again. Downloads are tied to your order, so we can't reissue them to a different address without verifying it's you.
Rather not do the install yourself?
The Install Service is available on every website unit: send us your hosting details and we upload the fileset, create the database and run the installer on your server. If you bought a self-install unit and have changed your mind, get in touch and we'll tell you how to add it.
Something is broken after installation
Tell us what you did, what you expected, and what actually happened — with the exact error text or a screenshot, the page URL, and your hosting type and PHP version. That's usually enough for us to reproduce it and tell you the fix without a back-and-forth.
Complaints
If you're unhappy with a purchase or with how we've handled something, we want to hear about it directly. Here's how a complaint is handled:
- Contact us first, using the form or email above, with your order number, what the problem is, and what you'd like us to do about it. Every complaint is read by a person, not a ticketing system.
- We investigate and reply by email. Where the problem is something we can fix — a faulty file, a missing guide, an installation that won't complete — we'll put it right.
- If it's not resolved to your satisfaction, reply to that email saying so and explain why. We'll look at it again with that in mind.
Refunds
Website units are digital products delivered instantly, so refunds aren't offered once a fileset has been downloaded — except where the product is faulty, materially not as described, or where the law requires it. The full policy is in our Terms & Conditions. If you believe your order falls into one of those exceptions, say so in your complaint and we'll always try to resolve it directly before you need to raise a formal dispute through PayPal. Nothing on this page affects your statutory rights.
What to include when you contact us
You'll get a faster, more useful answer if your first message includes as much of this as applies:
- Your order number and the email address you used at checkout
- The website unit and version you're asking about
- Your hosting type (cPanel shared hosting, VPS, etc.) and PHP version
- The exact error message or a screenshot, and the URL where it happened
- What you were trying to do, and what you expected to happen
Beyond support
Custom development, extra features, or changes to a website unit beyond getting it installed and running aren't part of standard support, but they are available separately — ask us and we'll discuss what you need. The same goes for ideas for new website units: we're always adding to the shop.