Master FAQ's (1)

FAQ
 

LIVE WEBSITE

My site is live! What’s next?

Congratulations! Show off your new site to your friends and family and be sure to take
advantage of all the tools in your Digital Command Center.

You’ll now have access to our Digital Concierge Team, here for you 7 days a week. Get in
touch with them by calling 844-207-9038 or emailing [email protected]. You’ll receive 1
hour of support every month to make any additional updates you’d like. In addition to
updates, they’re here to answer questions you may have about your Digital Command Center,
your analytics, anything. You’ll also have access to our A.I. Editor so if you want to handle any
edits yourself, you can easily update your site in real time.

How do I log into my Digital Command Center?

Navigate to mopro.com/login and enter your email and password.

I forgot my password.

That’s OK! You can easily reset it by going to my.mopro.com/recovery. Simply enter the email
address you used to sign up.

How can I post to Facebook with Social Publisher?

First, make sure your brand’s Facebook page is connected in your Digital Command Center.
Within your Digital Command Center, navigate to Settings and then Social Accounts.

To connect the account, click Connect and then log into Facebook using the login credentials
you use to manage your brand’s Facebook page. This is typically the same username and
password you use for your personal page.

You’ll be prompted to authorize Mopro's access to your Facebook. Click OK. You will then be
given the option to connect your personal page or your brand’s page. Click Brand Page and
then Finish.

Privacy checkup:

To ensure that your Social Publisher posts display on your Facebook, log into
Facebook and click the Lock icon in the top right corner. Follow these steps:

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1. Click Privacy Checkup.
2. Ensure that your posts are set to Public. Click Next Step.
3. Under the Apps section, make sure Mopro is set to Public. Click Next Step and
Finish Up.

Facebook brand page settings:

Click the arrow at the top-right of your screen, and under Your Pages, select your
business page.

1. Click Settings.
2. Under General, make sure that Country Restrictions says “Page is visible to
everyone” and Age Restrictions says “Page is shown to everyone.”

How do I add my business to Google Maps?

To add your business to Google Maps, sign up for Google My Business.

Map it:

Follow the prompts by first entering your business address on Google Maps. If Google
Maps cannot find your address, click the option to enter your full business details. Be
sure to select "I deliver goods and services to my customers at their location" if you
offer delivery.

Verify:

You must then verify that you are authorized to manage your Google+ Business page
via phone call or postcard. Verification is required if you want your business to appear
in map search results.

Details on Google+:

Fill out your Google+ Business profile as thoroughly as possible, entering your
business description, hours of operation, and other details as suggested by Google.

Can I remove “A Mopro Website” from my website?

We do have the ability to remove the “A Mopro Website” link at the bottom of your site
however it is hardcoded into all of our sites as a signature of the Mopro platform. I can
schedule this to be removed with our tech team however it does come with a one-time fee of
$500 which covers an at-cost removal of the link.

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SEO/PERFORMANCE

Will changing our website alter our search engine rankings?

Search engine results rely on algorithms that are not public and the amount of competition in
your market. No website provider can guarantee specific results, including us.

What we’re here to do is help you with best practices, like making your site mobile-friendly,
incorporating your text content to the frontend of your site, adding 301 redirects to ensure
any existing links don’t break, populating your site with high-quality imagery, and adding
keywords, phrases and page descriptions to the back-end of your site.

Tools like the Blogging Platform, Social Publisher and Social Wall, event modules and your
Content Management System (or CMS) also help you easily add new, relevant content to your
site.

MORE INFO: Domain, web design, and content management system changes:

Permanent (301) redirects are essential for protecting your SEO. Mopro ensures all
existing links on your site are redirected to the new links on your Mopro site. We also
recommend reaching out to your top referral sources and asking them to update any
links pointing to your site.

MORE INFO: Web host changes:

Changing web hosts, especially with sites under with 1,000 pages, should not have any
drastic effects on your search engine ranking.

Does Mopro do Metadata for SEO?

Yes, we can support a description and list of keywords for each page. If you are a local
business, make sure to include the names of surrounding areas, along with words that relate
to your products or services.

Once your site is live, you will be able to add descriptions and keywords to your site. You can
have a one-sentence description and up to 40 keywords. We’d be happy to help, or if you’d
like, you can update this information by navigating to your Digital Command Center. Just go
to Settings, General, and then SEO.

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Will I get more traffic to my site?

Mopro cannot guarantee more traffic to your site, but we do expect the traffic you do receive
will be more likely to convert into customers! If you’re interested in driving more traffic to your
site, tools like Social Publisher can help you engage more people online.

Do your sites work on mobile phones?

Yes, our sites are mobile-friendly so they’re easy to use on every device — from desktop to
tablet, laptop to smartphone.

E-COMMERCE

What’s an SSL certificate and when would I need one?

An SSL, or Secure Sockets Layer certificate, ensures that all data passed between the web
server and browsers remains private and integral. You’ll need this when you have e-
commerce on your site. You can either purchase it directly and provide us access (Secure
Sockets Layer) Certificate, or we can purchase it on your behalf and add the at-cost fee to
your next Mopro payment. For one website, the fee is $69.99.

How do I set up my store on my live site?

Below are the steps you must complete to accept transactions online:

1. Add products.
2. Set up your payment gateway.
3. Set up shipping options.
4. Input Taxes and Refunds (Optional).
5. Set up your notifications (Optional but strongly suggested).
6. Launch your e-commerce store.

Payment gateway:

You must have a payment gateway to sell on your Mopro site. You may either sign up
for one of the 10 payment gateways listed under Checkout, or use a Business PayPal
account, which you’ll find under Express Checkout. You must use one of the listed
payment gateways.

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What’s the difference between the two? The payment gateways under Checkout have
a setup and monthly fee. The customer will stay on your website throughout the entire
checkout process. The payment gateway under Express Checkout (Business PayPal
Account) takes the customer away from your site to PayPal.com to enter their credit
card information, then back to your site to complete their order.

After you have signed up with your selected payment gateway, click the payment
gateway thumbnail and enter the information it requires. Check Pay at Store if you are
offering carryout and/or in-store pickup. Click Save to complete the payment gateway
setup.

Shipping settings:

1. Check Enable Shipping.
2. Enter the address from which your products are shipped.
3. Check the regions your products ship to.
4. Under Shipping Option, select your carrier or add your own shipping rates by
selecting Other Carrier. If you are using UPS and/or FedEx, you will need to enter your
account information, including your password and account number.
5. Complete the Shipping Option setup by selecting your Shipping Fee from the
dropdown. If you select Varies by Weight, each of your products must have the
weight entered in the e-commerce tab.
6. Charge a Handling Fee by selecting an option from the dropdown or select None.
7. Click Save.

Pickup settings:

Activate Pickup by checking Enable Pickup. This means customers can check out
online and pick up their orders in-store.

Taxes:

Add tax rates to your store by clicking the green Add Tax Rate button or the Import
.CSV File button.

Refunds:

You can enable returns and cancellations in Return Order Settings and Cancellation
Order Settings. Once you have entered your Return and/or Cancellation Instructions,
contact your Digital Concierge Team to ensure completion.

Notifications:

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Enter the email address and phone number you would like to send notifications/text
messages to, and check the boxes to activate desired alerts. (The max is one email
address and one phone number.) Click Save.

Launch your store:

Once you have completed the steps above, click Launch My Store on the Store
Overview page. If at any time you wish to deactivate your store, navigate to Enable
Store in the top right corner of the Store Overview page and toggle to Off.

OWNERSHIP

Do I own the design of my site?

Your site stems from our proprietary platform, so we maintain ownership of the design.

The benefit of working with Mopro is that we make sure your site is future-proofed so you can
focus on your business. We’re constantly adding new features to our platform. As each one
becomes available we’ll add it to your website to make sure you’re up to date with any new
releases.

Do I own the URL?

Yes, your website’s URL is yours. We’ll even cover the first year of your domain if you don’t
have an existing website.

SUPPORT

Who will I be working with?

We’ve made the process quick and easy because we know you want a team to handle
everything for you. You’ll work with a Digital Marketing Coordinator to get your site live. From
there, you’ll get access to our Digital Concierge Team, here 7 days a week to help you make
updates to your site, navigate your Digital Command Center and more.

How do I make updates to my site?

Our team is here to handle everything for you! Before your site is live, your Digital Marketing
Coordinator will work with you to make revisions. Once you’re live, you’ll receive one hour of

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support with our Digital Concierge Team every month to make any additional updates you’d
like! All you need to do is call 844-207-9038 or email [email protected].

If you’re interested in learning how to make changes yourself, check out our intuitive A.I.
Editor.

Do you offer support 7 days a week?

Yes, we’re in the office Monday–Friday, 6am–6pm PT, and Saturday & Sunday, 7am–4pm PT.
Please feel free to email us any time at [email protected] and we will be in touch as soon
as possible.

I need support ASAP.

We’re here 7 days a week to assist you! Please contact our Digital Concierge Team at 844-
207-9038. If after-hours, please email [email protected] and we will get back to you as
soon as possible.

Can I make changes to my site myself?

It’s totally up to you! We’re here 7 days a week to make changes for you. However, if you’d
like to make quick changes to your site yourself, our A.I. Editor makes it easy.

CONTRACT, BILLING & CANCELLATIONS

How do I update my credit card information?

Here are the steps you must complete to update your billing information online:
1. Access your Digital Command Center at mopro.com/login.
2. Click the tab titled Settings and then click Accounts.
3. Here you'll find Plan, Invoices, and Accounts. Choose the Accounts tab.
4. Click the Edit button next to the credit card you’d like to update.
5. Update info and click Save.

How do I get a copy of my invoice?

1. Access your Digital Command Center at mopro.com/login.
2. Click the tab titled Settings and then click Accounts.
3. Here you'll find Plan, Invoices, and Accounts.

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What is your cancellation policy?

As opposed to how many website companies work, with Mopro there is no large up-front
payment and if you want to part ways at any time, just let us know with 30 days’ written

notice.

What is your refund policy?

We do not provide refunds but we do offer a generous cancellation policy if you change your
mind. All we require is 30 days’ notice.

Why don’t you provide refunds?

Unlike lots of other web companies that charge a large upfront fee for time and resources, we
don’t. Please understand that in building your website we’ve invested our team’s time and
resources and your monthly fee(s) have allowed us to do this for you — which is why we do
not provide refunds. We do, however, offer a generous cancellation policy if you change your
mind. All we require is 30 days’ notice.

Why does Mopro charge a monthly fee?

Tech changes and so do your tastes. Mopro believes you should be able to update content
on your site without having to pay for every single change. Unlike many companies, we don’t
charge thousands of dollars up front for a site that sits untouched for years. We charge a
monthly fee because with us, you have a team here for you 7 days a week — and intuitive
tools to make real-time changes as you’d like — to keep your site fresh.

What’s included in the package?

In addition to your mobile-friendly website, you’ll get access to an ever-evolving suite of

digital tools to help you manage your business online, like Reputation Manager, Social
Publisher, Competition Tracker, and more.

What happens to my site if I cancel?

If you cancel, you are able to keep all of your website text and image content. However, as

your site is part of Mopro’s proprietary platform, it will come offline at the end of the 30-day
cancellation period.

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HOSTING
 

Do you handle website hosting?

Yes, we host your website on Amazon’s EC2 Cloud servers. We grant your website up to
5GBs of digital storage, which is equivalent to approximately three hours of video, 15,000
images or 250,000 unique visitors to your website daily.

Do you handle email hosting?

Mopro does not provide email hosting, but we can transition your email connections without
interruption.

The MX (Mail Exchange) records are configured within your Domain Provider settings. When
Mopro updates your website hosting details, all other configurations are protected and
maintained, which will keep your email up and running throughout the transition.

FUNCTIONALITY

Does Mopro allow for 3rd party integrations?

While we’re very careful about what we’ll tie into our Digital Command Center, we typically
don’t have problems linking out to (or i-framing) any 3rd party platform that clients feel more
comfortable using.

DESIGN

What are frameworks?/Is this a template?

All of our websites are built on “frameworks,” which we consider your site’s foundation.
We’ve done years of research on what components make up the most successful websites,
and our frameworks address these elements – including calls-to-action, padding, beautifully
displayed content and more – while also allowing us to keep some things standard across all
sites, like fast load speed.

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CONTENT
 

Do you create content for my site?

When we build your site, we incorporate as many images as we can from your existing site
and social media platforms. We do have images available for your use in our media library.
Here’s where you can find those: [walk through A.I. Editor, show how to use media library to
update images].

If you would like us to send a director to your location to shoot custom content, we do offer
this as a service for an additional one-time fee of $5,500. Is this something you’re interested
in discussing?

How can HD video and photos improve my site?

Of course this kind of content is aesthetically appealing to visitors — it can capture attention,
sell, and tell your story in a way words often can’t. Plus it’s part of what search engines want
to see. Search engine algorithms are designed to bring users the best possible results, so
having organic content like videos on your site essentially tells search engines that you have
good content on your site their visitors likely want to see.

Learn more on our blog: http://blog.mopro.com/blog/post/hd-video-takes-your-site-to-the-
next-level-heres-how

What does the custom content package include?

You will receive one professional 90–120-second video, shot on location at your business by
one of our professional directors. Your package includes one video shoot at one domestic
location — additional charges may apply to international and/or multiple locations. You’ll
receive a soundtrack for your video at no extra cost. You can request one round of light
notes, like switching a sound bite or adding a new song. In addition, you’ll receive up to 25
high-res photographs.

Do I own the custom content?

Yes. You can use this content wherever you’d like. If you cancel, you are able to keep all of
your image content. However, as your site is part of Mopro’s proprietary platform, it will come
offline at the end of the 30-day cancellation period, so please plan to collect content before
the end of that period.

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