Frequently asked questions

Quick answers to the questions we hear most often. Need more detail on a topic? Each section links to a fuller guide.

How do I log in?

Go to your portal sign-in page, type your email address, and click Send sign-in link. Open the email we send you and click the Sign in to Portal button. See Signing in for the first time for the full walkthrough.

Check your spam or junk folder first — that's where it usually ends up. If it's not there, double-check you typed the right email address (the one we have on file for you). Still nothing? See the Login link not arriving section in troubleshooting.

Can I set a password instead of using email links?

No — the portal is password-free by design. Email-link sign-in means there's no password for someone to steal, guess, or for you to forget. Every sign-in is fresh and secure.

How long do I stay logged in?

Once you're signed in, you'll stay signed in on that browser for about 30 days. After that you'll need to request a new sign-in link. Clearing your browser cookies will sign you out sooner.

Can multiple people from my company access the portal?

Yes — just let us know which email addresses to add. Each person gets their own sign-in, so we can see who's doing what and remove access cleanly if someone leaves.

Files

What file types can I upload?

Common images (JPEG, PNG, GIF, WebP, SVG), PDFs, Microsoft Word and Excel documents, ZIP archives, and design files (Photoshop, PostScript). See the Files guide for the full list and tips.

What's the maximum file size?

50 MB per file. If your file is bigger, try compressing it, splitting it into parts, or zipping it — and if you're stuck, open a support ticket and we'll find another way.

How long are download links valid?

Download links work for 15 minutes after you click them. If a link stops working, just go back to your Files page and click the file again to generate a fresh link.

Can I organize files into folders?

Yes — your Folders view shows the shared folders we've set up to organize deliverables for you. Your own uploads live in the Uploads view. See the Files guide for details.

DNS and domains

Can I edit my DNS records?

You can view your DNS records in the portal but edits are made by us. If you need a record changed, added, or removed, open a support ticket and we'll handle it.

How long do DNS changes take to propagate?

DNS changes are usually visible within a few minutes, but can take up to 2 hours to spread across the internet. This delay isn't on our end — it's how the global DNS system works.

What's the difference between DNS and Domains?

Domains is the registration of your address (the thing you own and renew each year). DNS is the routing layer that tells the internet where your domain points to. The DNS guide walks through both.

Analytics

Why are my visitor numbers lower than expected?

Visitor numbers only count people who agreed to analytics cookies on your site. Many visitors decline, so the real traffic is always somewhat higher than what the chart shows. New sites also need a few days of data before trends start to look meaningful.

It means we only count visitors who explicitly agreed to be measured (via the cookie banner on your site). This keeps you compliant with privacy law (GDPR/UK GDPR) — see the Analytics guide for the full picture.

Yes — anyone with portal access for your account can view analytics. Let us know who to add and we'll set them up.

Billing

Where can I see my invoices?

Open the Billing page in your dashboard. You'll see your current balance, recent invoices, and a link to download or pay each one. The Billing guide covers everything.

How do I make a payment?

Click Pay now on an invoice in your Billing page — that opens a secure payment page where you can pay by card or bank transfer. We don't store your card details ourselves.

Who do I contact about billing questions?

Email us at hello@moonfactory.dev or open a support ticket from your dashboard with the subject "Billing question" — we'll come back to you with whatever you need.

Support

How do I submit a support request?

Go to Support in your dashboard, click New ticket, fill in a subject and description, and submit. The Support tickets guide walks through the whole flow.

Can I attach files to a support ticket?

Yes — you can attach images, screenshots, documents, or any of the file types listed above (up to 50 MB each). Attaching a screenshot of an error usually helps us fix things much faster.

How quickly will I get a response?

We aim to respond to every ticket within one business day, though response times can vary depending on the complexity of the request. Urgent issues — like a website down or a billing problem — get priority.

Content

How do I review content created for me?

When we draft content for you (articles, posts, page copy), it appears on your Content page with a Pending review status. Click into the article, read through it, and choose Approve or Request changes.

What happens when I approve an article?

Approved articles move into our publishing queue and we schedule them to go live on your site. You'll see the status change to Published once it's live.

General

How is my data protected?

Your data is encrypted in transit and at rest, stored on secure infrastructure, and only accessible to MoonFactory team members who need it to provide the service. See the Privacy Policy for the full picture.

Can I export my data?

Yes — email us at hello@moonfactory.dev (or open a ticket) requesting a data export. We'll send you a copy of your account data, files, and records.

What happens to my data if I cancel my service?

Your data stays available for 30 days after cancellation in case you change your mind or want to grab anything you didn't already export. After that it's removed from active systems. Invoice records are kept longer (typically 7 years) for legal and tax purposes — see the Privacy Policy.

Need help? Submit a support ticket from your dashboard, or email us at hello@moonfactory.dev.