Emochila FAQ

---

Secure File Transfer System Questions

How do I use the file sharing feature on my website?

Please see our tutorials under the heading Webasyst File Transfer Help at http://help.emochila.com/

How do I use Webasyst?

Please see our tutorials under the heading Webasyst File Transfer Help at http://help.emochila.com/

How do I get more space for my file transfer system?

If you would like more storage space for your Webasyst File Transfer, please contact us at techteam@emochila.com or 866-340-5652 to request additional space. There is an additional charge for extra storage space.

Where did all the space go in my file transfer system?

If you have uploaded many files, you may be reaching your space limit. If so, you may either request additional storage space, or delete some items. If you have deleted some items and still do not have open space available, please check your recycle bin. If you clear out your recycle bin, the space will be available for your use. Please see http://help.emochila.com/Recycle-Bin.

When I delete something, why don't I have more available space?

If you have deleted some items and still do not have open space available, please check your recycle bin. If you clear out your recycle bin, the space will be available for your use. Please see http://help.emochila.com/Recycle-Bin.

Where do I find the help tutorials?

You can find all our Emochila tutorials at http://help.emochila.com

How do I change my firm name on the file sharing (Webasyst) page?

Once you have logged into your Webasyst File Transfer account, you can change your firm name. If you need help with logging into your Webasyst account, please see http://help.emochila.com/Upload-Download. If you need your login and password information, please contact us at techteam@emochila.com or 866-340-5652. Once you have logged into your Webasyst File Transfer account, click on "Administrator" and then click on "Company Information" From there, you are able to change how your firm name appears in the "Company Name" box.

How do I change my password for webasyst?

After you have logged into your Webasyst File Transfer account, click on "My Webasyst" from the top horizontal menu bar. Click on "Change Password." You will be asked for your old password before you can enter in a new password.

I uploaded a file but when someone tries to download it, it doesn't work. Why is this happening?

There are a few possibilities as to why a file does not work.

1. One possibility is something went wrong during the upload and the file was corrupted, in which case re-uploading the file should solve the problem.
2. You should also note that Internet Explorer has an issue with downloading Peachtree files where it actually corrupts the downloaded file. There is no way for us to fix this, but using an alternate browser such as Mozilla Firefox (free download at http://getfirefox.com) will solve this problem.You can still upload files via Internet Explorer.
3. If you are using our older file transfer system, the one built into the sitewizard, you should know that there is a glitch that corrupts the file during the upload process if the file has a comma or few other special symbols in the file name. You can rename your file and re-upload it to resolve this issue. We have decided not to resolve this issue since we have moved on to our newer system which does not have this problem. If you are considering upgrading your file transfer system, contact us at techteam@emochila.com or 866-340-5652.

Finally, if none of the above solutions help, you may contact us for further assistance.

When I download a peachtree file with Internet Explorer, it turns into a zip file and doesn't work. How do I resolve this?

Internet Explorer has an issue with downloading Peachtree files where it actually corrupts the downloaded file. There is no way for us to fix this, but using an alternate browser such as Mozilla Firefox (free download at http://getfirefox.com) will solve this problem.You can still upload files via Internet Explorer.

---

Email Questions

How do I access my web based email?

You can access your web based email by opening a web browser window (i.e. Internet Explorer, Firefox, Opera) and type in the link: "email.MYDOMAINNAME.com." Please replace "MYDOMAINNAME" with your actual domain name. If you would like more detailed information, please see http://help.emochila.com/help/webmail.html.

Why am I having trouble accessing my webmail?

There can be many reasons you are not able to access your webmail. In order for you to have access to Emochila webmail, your email service must be hosted by Emochila.

First off, please make sure you are using the correct address to access your webmail. To access your webmail, open a web browser window and type into the address line, “email.DOMAINNAME.com.” Replace “DOMAINNAME” with your actual domain name. The correct address does not contain a www. After you have entered this into your web browser, press enter. Make sure that you have not typed in a “www” anywhere.

If you are still unable to access your webmail, it may not yet be set-up. You will know your webmail is set up when you receive an email confirmation from our Technical Department alerting you that your email has been set up.

If you are able to access your webmail page but unable to login to your email account, please make sure you are using the exact username and password login information from the email you received alerting you that your email accounts have been created.

If you are still having trouble with your webmail, please call us at 866-340-5652.

How do I change my email password?

You are able to change your email password by logging into the web based version of your email. You can access your web based email by going to http://email.YOURDOMAINNAME.com. (Please replace YOURDOMAINNAME with your actual domain name.) Once you have logged in to your web based email, click on "Options" to change your password. If you would like more detailed help, please see our pictorial tutorial at http://help.emochila.com/help/webmail.html.

How do I set up email client like outlook?

Please see our pictorial tutorial at http://help.emochila.com/Outlook-Help.

Why is my email down? Why is my email not working?

There are many reasons your email may not be working. Please check to see if your domain is still registered. If your domain has expired, your email service will most likely expire as well. If your website has recently been put up, your email records may have been accidentally changed. If you are experiencing any email problems, please contact us at techteam@emochila.com or 866-340-5652. NOTE: Please contact us for any email problems you are experiencing. We may not be able to resolve your email problem if we are not servicing your email. If you are unsure who services your email, please contact us to find out.

Why am I not receiving email?

There may be many reasons for this. The most common problem is that your incoming mail setting is set up incorrectly on your email client (i.e. Outlook or Outlook Express). Please see this email tutorial on how to set up your email with an email client: http://help.emochila.com/Outlook-Help.

Why can I only send out email but not receive it?

There may be many reasons for this. The most common problem is that your incoming mail setting is set up incorrectly on your email client (i.e. Outlook or Outlook Express). Please see this email tutorial on how to set up your email with an email client: http://help.emochila.com/Outlook-Help.

---

Website Design Questions

I would like a custom designed site and already know a designer, can I have them design the site for me?

Yes, if you know someone who you would like to have design your site, we are able to work with what they design. Please contact our office for further instructions, such as dimensions and any design implementation costs if applicable.

Can I add moving pictures (flash) to my website?

Yes, we can put moving graphics on your website. There may be an additional charge for this. Please contact us at 866-340-5652 for more details.

Can I change the colors of my website?

If you have a template website, we are able to change the color of the template for a small fee. If you would like to change the colors of the background or text, please contact us to request this change at techteam@emochila.com or 866-340-5652.

Can I change the font of my website?

Yes, we can change the font on your website. If we do not have the font, you will have to send us the font. Please keep in mind that if someone is trying to look at your site and they do not have the font loaded on their computer, your webpage will be displayed with a default font.

Can I change the color of the font of my website?

Yes, we are able to change the color of the font on your website. Please make this request by contact us at techteam@emochila.com or 866-340-5652. You will need to tell us what color font you want.

I got a notification that my site design has been put up but I do not see my custom design. What is going on?

Your web browser may have cashed your old site, meaning it may be "remembering" your old website. You may have to refresh your computer's memory. To refresh your computer's memory, hold down the CTRL (control) button and F5 while you have your site up. This will refresh your computer's memory and you will see your new website and the website changes.

Why does my website looks funny in my browser?

There are numerous browsers available and many of them interpret your website's code differently and they may look different on different browsers. We do make an effort to check all websites on many different browsers. If your website still does not look correct, please contact us at techteam@emochila.com or 866-340-5652 and we will look into your problem.

---

Website Content Questions

How do I make changes to my website?

We will be happy to make any verbiage changes to your website for you. Please email or fax us the changes you'd like made to your site. Our email address is techteam@emochila.com and our fax number is 800-798-0573. If you would like to be able to make changes to the verbiage yourself, please call our office at 866-340-5652.

What is your email address to send content changes to?

techteam@emochila.com

What types of changes can I make to my website? What types of changes are covered by my monthly service fee?

Your monthly service fee includes any verbiage changes you'd like made, such as address and telephone number changes, or adding a bio and headshots. If you have a website template, we cannot make any changes to the graphics of the template header or buttons. We are able to make changes to your title/company name in the header, and we are able to change the name of the buttons. If you are a design client, we cannot make changes to your custom design once it has been completed and approved. We are able to make changes to any contact information in the custom design, if necessary, due to changing phone numbers, or moving offices, etc.

Can we add pictures of our staff to the website?

Yes, you are able to add pictures of your staff to your website. Please email the pictures to us at techteam@emochila.com. Please name the pictures with an appropriate name so we know which picture corresponds with what person. If you would like any specific pictures on any specific page, please let us know. If we do not receive any instruction on where to place the pictures, we will place the pictures where we feel is the most appropriate.

Can we add bios for the staff to the website?

Yes, please email or fax us your staff bios and we will put them on your website. Our email address is techteam@emochila.com.

Is it possible for me to make changes to my website myself?

Yes, it is possible to make changes to your website yourself. This may require knowledge of HTML and CSS. If you would like to be able to make changes to your website yourself, please call us at 866-340-5652. Please be warned that if you are not familiar with HTML and CSS, some changes made to the code may break your website. You may incur charges to rebuild your website if you break the code for your website. We are always happy to make changes to your website for you. If you would like us to make the changes to your site, please email or fax the changes to us. Our email address is techteam@emochila.com and our fax number is 800-798-0573.

When can I make changes to my site?

We are always able to make changes to your website verbiage. If you would like changes to be made to your site, please email or fax the changes to us. Our email address is techteam@emochila.com and our fax number is 800-798-0573. There is no charge for changing the verbiage of your website. For other developmental or graphics changes, there may be an additional fee.

How do I access my website statistics?

To access your website statistics simply type your domain name and then add "/stats" (ex. "yourdomian.com/stats")

Where can I find help in understanding my statistics?

You can find a glossary at http://awstats.sourceforge.net/docs/awstats_glossary.html. You can find a copy of this Glossary on our website here.

---

General Questions

What is your technical department's email address?

techteam@emochila.com

What is your fax number?

800-798-0573

Can I use my own tax organizer on my website?

Yes, if you would like to put your tax organizer on your website, please email us a soft copy of your tax organizer. We will upload it to your website so that your clients will be able to access it directly from your website.

I want a form on my website, how do I get one?

If you would like a custom form on your website, we are able to create one for you. The creation of a form does require extra coding which is billed at an hourly rate. The amount of time spent to create a form depends on how many fields you would like on the form. Please contact us at techteam@emochila.com or 866-340-5652 to receive a quote for a custom form. We will only start work on a custom form after a quote has been given to you and we receive approval from you to work on the form.

Can I put my own newsletter up?

Yes, you can add your own newsletter to your website for free as long as it is in a downloadable format, such as a PDF file or word file. We can also format your newsletter to HTML format to make it appear like the other text on your website, however, the transcription process costs $75 per hour. Unlike the newsletter for Emochila, your personal newsletter will not be sent out in a monthly email to those who sign up for that service on your website.

Can I put a form up that clients can download? Can my clients print it out?

Yes, if you would like to put up one of your forms for your clients to access, please email us a soft copy of the form as well as where you would like the form to appear on your site. Our email address is techteam@emochila.com. Your clients will be able to download and print out the form.

Why am I getting an error message when I try to load my site?

If you are running an exchange server in your office, your exchange server may be set up so your site does not appear properly. If this is the case, please have your network administrator or tech contact look into the problem. You may have your network administrator or tech contact call us to resolve the problem.

Why do I not get my website when I type in my website address?

Please make sure you are typing in the correct website address and you are typing it in the address bar of your web browser. If you type in your website address in the "search" field of a search engine, you will not be able to reach your website.

How come I am getting an error when I try to log into the sitewizard?

Please make sure you are using the correct username and password for your account. The link to access your sitewizard is http://sitewizard.emochila.com. Do not book mark this site. This link will take you to a login page that starts a secure session. This does not allow you to bookmark the sitewizard page. If you are trying to access the sitewizard using a bookmarked page, you will not be able to login. Please try logging in again using the http://sitewizard.emochila.com link.

I signed up for a website, when will the website be up?

If we are purchasing a domain for you, your website should be up within 48 hrs, unless otherwise notified. If you have an existing domain you would like to use, we will be able to put up your website as soon as we can make the necessary DNS (Domain Name Server) settings. Changes to the DNS settings can from 24 to 72 hours to propagate. If you would like to use an existing domain, please provide us with the login information for where you purchased the domain so we may expedite this process.

My domain expired, what do I do now?

Contact your registrar (where you purchased the domain) to see what your options are. You may be able to retrieve your domain name.

My website used to come up but when I check today, it's gone, what happened?

Check to see if your domain has expired. If your domain has expired, you will have to renew your domain before we can put your website back up. If your domain has not expired, please contact us at techteam@emochila.com or 866-340-5652 and we will look into the problem.

---

Billing Questions

What is this charge for on my credit card?

Your monthly service fee charge will be posted to your billing credit card each month for the amount of your monthly service fee. If you see any additional charge(s) on your billing credit card these charges would be for your custom design, SEO or domain registration. The domain registration fee is an annual 3rd party fee that is charged for the registration of your domain. If you have registered or renewed your domain approximately 12 months ago, the additional charge is for the domain registration. If you have any other questions regarding your billing, or feel there may have been an error, please contact us at techteam@emochila.com or 866-340-5652.

What is the domain registration fee?

The domain registration fee is an annual 3rd party fee that is charged for the registration of your domain.

What does monthly maintenance include?

Your monthly maintenance fee includes verbiage updates and monthly maintenance to your website. The items we keep updated on your website are the IRS downloadable forms, monthly news article and daily news features. We also update the tax rates annually as well as any other applicable feature in the Tax Tips, Tax Center, Financial Tools and Links.