HMDG Customer Support

This is the central hub for all HMDG customer support. Use the form below for any and all questions or requests relating to your services. If you would like to book a call instead then please click below.

Book A Call

Open A Support Ticket

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Welcome to HMDG support, please may we know your full name? *

What's the best email address to reach you on? *

Please let us know the URL of your website *

How can we help you? *

Is this an urgent matter? (Your website is down, or unable to take bookings) *

Please confirm this is an urgent matter *

Urgent Support is only to be used for critical issues that are stopping your site from being used, such as functionality problems eg; menus not working, the website is offline or unavailable, or other technical issues that affect peoples ability to book with you through your website. Please confirm that your request is urgent

Please let us know what is happening, in as much detail as possible: *

If your update requires any embedded code on the page, please add it as a text document below:

Click or drag files to this area to upload. You can upload up to 5 files.

Please note: Accepted formats are Microsoft Word (.doc, .docx) Rich Text Format (.rtf) or PDF files (.pdf) please ensure your code has been saved as one of these formats to allow you to submit it to us. The Maximum file size our support platform can handle is 5MB per image, if your images combined total more than 10MB your ticket will not submit successfully so please ensure images are reduced in a size suitable for website use, or use the hosted link field below to supply them that way instead.

Please attach any relevant screenshots or videos if necessary

Click or drag files to this area to upload. You can upload up to 5 files.

Please Note: The Maximum file size our support platform can handle is 5MB per image, if your images combined total more than 10MB your ticket will not submit successfully so please ensure images are reduced in a size suitable for website use, or use the hosted link field below to supply them that way instead.

What would you like to do? *

Adding or removing a page

Would you like to add or remove a page? *

Please tell us the name of the new page you would like to add *

What would you like the URL of this page to be? *

Please provide the exact URL you'd like the page to be eg; https://hmdg.co.uk/physiotherapy/ if it differs from the title of the page

Add your page content here *

If your update requires any embedded code on the page, please add it as a text document below:

Click or drag files to this area to upload. You can upload up to 5 files.

Would you like us to replicate the design of a current page on your site?

Please provide the exact URL you'd like the page to be based upon as a design layout eg; https:/hmdg.co.uk/about-us/

Where would you like us to link this new page from? *

Please let us know where you'd like it to appear, eg: Under services in the menu, footer, homepage (feel free to add multiple, separated by a comma if necessary)

Does this page require any images? *

Please attach any images for the new page here

Click or drag files to this area to upload. You can upload up to 20 files.

Please Note: The Maximum file size our support platform can handle is 5MB per image, if your images combined total more than 5MB per image, if your images combined total more than 10MB your ticket will not submit successfully so please ensure images are reduced in a size suitable for website use, or use the hosted link field below to supply them that way instead.

If you prefer to supply your images via Google drive or another hosted link, please paste it here:

Please note: Before providing us with a link, ensure that the drive is publicly accessible, visible to all when visited, otherwise we will be unable to access the files - sharing a drive with a single email address such as hello@hmdg.co.uk does not provide sufficient access to our whole team so please ensure it is visible to anyone with the link for us to access your files

I declare I have full legal permission to use any image provided and any legal persuit for using images will be passed on to me as the provider of the images *

I have permission, or have appropriately licensed these images for use on my website

Please note: By agreeing here you verify you either own, or have full permission to use these images on your website, either by providing your own photography, or stock images that you have correctly licensed for use on your website if you provide us with images you are not legally allowed to use (ie; taken from google search or other sources) any legal persuit from image rights lawyers will be passed on to you.

If you require us to source images for you please provide all links here:

We can license any image for you from: https://elements.envato.com/photos/ please just provide the direct links to every image you wish for us to use, along with clear indication where you would want it on the page eg; Top Banner, First Section, Second Section, Beside Physiotherapy Text, etc

Please provide the exact URL of the page you would like to be removed *

If this page is linked to from multiple locations please list them here:

For example: Homepage Services, Menu, About Page etc - Please provide exact links where possible, otherwise describe exactly where this page is linked to.

Would you like us to keep a draft version (hidden) of this page or remove entirely? *

Edit content of an existing page on my website

Please let us know the exact URL of the page you would like to edit *

For example: https://hmdg.co.uk/physiotherapy/

If you would like the page link to be updated please provide the new URL here:

Please provide the exact URL you'd like the page to be change to eg; https://hmdg.co.uk/physiotherapy-services/ if it differs from current URL on the live site

Please paste all the content to be added to the page here: *

IMPORTANT: This field should be used for adding any content for the page, do not add code in this section instead please use the upload field below if you need to provide us with any scripts or codes for the website. If you have already placed code in this area, please remove it prior to submitting otherwise your ticket will not reach us. Please note: We need you to provide the exact content you wish to add to the page here so we can ensure we are updating the correct module on the page

If you are only adding to the page, without removing any exising content please clearly indicate where on the page you would like this to be added - eg: between section titled 'About Us' and before section titled 'Meet The Team'

Please paste all the content to be removed from the current page here:

IMPORTANT: This field should be used for providing the exact content you wish to have removed from the page, please carefully copy and paste only what you want to be removed from the page, from where it begins to where it ends. please do not add code in this section instead please use the upload field below if you need to provide us with any scripts or codes for the website. If you have already placed code in this area, please remove it prior to submitting otherwise your ticket will not reach us.

If your page requires any embedded code on the page, please add it as a text document below:

Click or drag files to this area to upload. You can upload up to 5 files.

Please note: Accepted formats are Microsoft Word (.doc, .docx) Rich Text Format (.rtf) or PDF files (.pdf) please ensure your code has been saved as one of these formats to allow you to submit it to us. - The Maximum file size our support platform can handle is 5MB per image, if your images combined total more than 10MB your ticket will not submit successfully so please ensure images are reduced in a size suitable for website use, or use the hosted link field below to supply them that way instead.

Does this page update require any images? *

If you are adding new images please attach them here:

Click or drag files to this area to upload. You can upload up to 25 files.

Please note: The Maximum file size our support platform can handle is 5MB per image, if your images combined total more than 10MB your ticket will not submit successfully so please ensure images are reduced in a size suitable for website use, or use the hosted link field below to supply them that way instead.

If you prefer to supply your images via Google drive or another hosted link, please paste it here:

I declare I have full legal permission to use any image provided and any legal persuit for using images will be passed on to me as the provider of the images *

I have permission, or have appropriately licensed these images for use on my website

If you require us to source images for you please provide all links here:

Adding or updating team members

Which change would you like to make to your team members? *

Name of team member to be added *

Position or job title of team member *

Team member information & biography *

Please note: Ensure you provide all information here, as per the existing team member profiles on your website (For example: If your team bios include direct booking links, working hours etc, include all content for the new member so we can fill the complete profile for you)

Please provide a headshot, and any additional images you require for your team member profile below *

Click or drag files to this area to upload. You can upload up to 10 files.

Please note: If your team profiles also have banner or hero images you may upload those in this field too

Please ensure you have provided a photograph for the team member before requesting we add them to the site, this is important for your SEO and ensuring consistency on the site, we can't add team members to the site without complete profiles. The Maximum file size our support platform can handle is 5MB per image, if your images combined total more than 10MB your ticket will not submit successfully so please ensure images are reduced in a size suitable for website use, or use the hosted link field below to supply them that way instead.

Accepted File Formats: JPG, PNG, WEBP, SVG - please note the total size of images must be below 5MB per image or we will not receive your ticket due to the attachment failing to send.

If you prefer to supply your images via Google drive or another hosted link, please paste it here:

Where would you like this to appear? *

Please note: The Support Team are not the same team who built your website, so we need you to let us know every page that the team member appears on - For example: Homepage Slider, Menu, Meet The Team Page, Team Member Bio Page etc

Please provide exact URL Links to every page the team member appears on so we can ensure it is updated everywhere it needs to be

Update name of team member

Update position or job title of team member

Update team member information & biography

Please ensure you provide all information here, as per the existing team member profiles on your website (For example: If your team bios include direct booking links, working hours etc, include all content for the new member so we can fill the complete profile for you)

Update team member image

Click or drag files to this area to upload. You can upload up to 10 files.

Where would you like this to be updated? *

Name of team member to be removed *

Where do they need to be removed from? *

Adding, updating or removing pricing

What change would you like to make to your pricing? *

Please provide all new prices to be added here: *

Please note: We need you to clearly format your prices here, you can add multiple if necessary, but clearly format them so we can replicate this on your website - The best way to do this, is to refer to the formatting of any existing pricing on your website and copying that layout, ensuring you provide all information - So if it contains a Title, Duration, Price, Information about the treatment or service please include all of that, per item, clearly titled and formatted in the Rich Text Area above this message

Please provide a list of all exact URLS you wish for this to appear on *

Please note: The Support Team are not the same team who built your website, so we need you to let us know every page that the Price appears on - For example: Pricing Page, FAQ's, Individual Service Page etc

Please provide exact URL Links to every page the price appears on so we can ensure it is updated everywhere it needs to be

If your prices only appear on one page, a single URL is fine but please ensure to provide it so we know we are making changes to the correct page.

Please provide all updates to prices here: *

Please note: Make sure you are copying the existing format of the pricing modules on your site, and replicate this as best you can in the information you input in this text area, You can submit changes to multiple prices here but please be sure to include all the content you want for the price anything that is present on the live page, but removed in your submitted amends here, will be removed so remember to include the exact information you want to appear on the site after we update this for you.

Please provide a list of all exact URLS you wish for this to be updated on: *

Please provide all prices to be removed here: *

Please note: Copy and paste all of the text you wish to be removed from the page here, in full, we will only remove the content supplied not anything else so make sure everything you wish to have removed is pasted into this text area and clearly formatted so we can be sure we're targetting the right area.

Please provide a list of all exact URLS you wish for this to be removed from: *

Adding, updating or removing booking links from your website

Would you like to add, update or remove an existing booking link?

Please provide the booking link to be added to the site *

Would you like to update the link throughout the entire site or just certain pages? If you would only like it changed on certain pages, please list the URLs below

If you intend to use an embedded booking form on the site instead, please upload the full code as a text document below:

Click or drag files to this area to upload. You can upload up to 5 files.

Please note: If your booking platform uses an embed method such as an iFrame or Javascript, you can paste the booking code, in full, as supplied by your booking platform provider here for us instead - Accepted formats are Microsoft Word (.doc, .docx) Rich Text Format (.rtf) or PDF files (.pdf) please ensure your code has been saved as one of these formats to allow you to submit it to us.

If you would like to provide an example from another page or website for us to replicate, please let us know here:

Paste the exact URL of the page you would like us to refer to for the placement & styling of your booking button, this can be a page from your own website or another that you like the look of

Please paste the current booking link that is on your site here in full *

You can copy and paste this by right clicking on the link, button or element on the site where this is currently linked from to ensure you get the correct link

Please paste the new booking link to replace the current link here: *

Please ensure you paste the full link, so we can

Please provide a list of everywhere the booking link currently appears: *

If the link appears on multiple pages, please provide a list of the exact URLs here, one per line, otherwise if it currently appears in a section like the menu (Please specify where in the menu) or a booking tab on the side or within the Footer etc, please just let us know so we can ensure we place this everywhere it currently appears

If your booking form is currently embedded on the site and you have a new embed code please upload it here:

Click or drag files to this area to upload. You can upload up to 5 files.

Please provide the booking link to be removed from the site here: *

Please paste the full URL of the booking link so we can ensure we are removing the correct one, you can check this by right clicking on the link and copying the link address, or by opening it in a browser and copying the URL from the address bar

Please provide a list of everywhere the booking link currently appears: *

Adding, updating or removing a clinic location from your website

Would you like to add, update or remove an existing clinic or location?

Name of new clinic or location to be added *

Please let us know the name of the clinic to be added, for example: Manchester

Please provide the link to the clinic location on Google Maps *

Please let us know the full map link to the location so we can ensure we are adding any directions, maps or location information accurately as per your Google Search listing, for example: https://www.google.com/maps/place/HMDG/@51.2921395,1.0646273,15z/data=!4m2!3m1!1s0x0:0x2478c186b6a11927?sa=X&ved=2ahUKEwit7tjNt_iDAxV2iv0HHVTPCEUQ_BJ6BAhYEAA

Please let us know all of the information you would like added to this clinic or location on the website *

Please note: We need you to clearly format the information here, - The best way to do this, is to refer to the formatting of any existing Clinic or Location on your website and copying that layout, ensuring you provide all information - So if it contains a Title, Address, Contact Information, Information about getting to the Clinic or Location please include all of that, per item, clearly titled and formatted in the Rich Text Area above this message

Does this clinic or location addition require any images?

If you would like to supply any images of the clinic or location please add them here

Click or drag files to this area to upload. You can upload up to 10 files.

If you prefer to supply your images via Google drive or another hosted link, please paste it here:

I declare I have full legal permission to use any image provided and any legal persuit for using images will be passed on to me as the provider of the images *

I have permission, or have appropriately licensed these images for use on my website

If you require us to source images for you please provide all links here:

Name of existing clinic or location to be updated *

Please let us know the name of the clinic to be updated as it currently appears on your website, for example: Exeter Clinic

Please provide the updated name for existing clinic or location *

Please let us know the new name of the clinic to be updated on your website, for example: Bristol Clinic

Please provide all of the information you would like updated for this clinic or location on the website *

Please note: Please copy and paste all of the text you wish to be removed from the page - this is the content that will be replaced by what you provide in the following field

Please provide the new text to replace the existing content for the clinic or location on the website *

Please note: Please provide the exact copy you would like to appear after we update the page, we will only delete the content you have outlined in the previous field, and replace it with exactly what you paste in this one so please ensure it is correct and accurate as per how you would like it to appear on the live site

Does this clinic or location update require any images? *

If you would like to supply any images of the clinic or location please add them here

Click or drag files to this area to upload. You can upload up to 10 files.

If you prefer to supply your images via Google drive or another hosted link, please paste it here:

I declare I have full legal permission to use any image provided and any legal persuit for using images will be passed on to me as the provider of the images *

I have permission, or have appropriately licensed these images for use on my website

Please Note: By agreeing here you verify you either own, or have full permission to use these images on your website, either by providing your own photography, or stock images that you have correctly licensed for use on your website if you provide us with images you are not legally allowed to use (ie; taken from google search or other sources) any legal persuit from image rights lawyers will be passed on to you.

If you require us to source images for you please provide all links here:

Name of existing clinic or location to be removed *

Please let us know the name of the clinic to be removed as it currently appears on your website, for example: Plymouth Clinic

Please provide direct URL links to everywhere this clinic or location appears on your website *

Please add the links, one per line, for everywhere on the website this Clinic or Location appears, or if it is in an area like the Menu or Footer please also specify here so we can ensure we remove it from everywhere that it needs to be removed from

I'd like to update the contact details on my website

Please provide the contact details as they currently appear on your website here *

Please note: Please copy and paste all of the text you wish to be removed from the page - this is the content that will be replaced by what you provide in the following field

Please provide the new contact details, As you would like them to appear on your website here *

Please ensure this is clearly formatted, and equivalent to the existing text on the page you provided in the previous field, if you would like to add elements that aren't there before, you can also do so in this field, we will copy and paste this across and match the formatting so please ensure it is correct before submitting your ticket

Please note: If you are intending to just remove something from your contact details, just paste the content from the first field, into the second, with the content removed that you wish to delete.

Please provide direct URL links to everywhere that your contact details appear on your website *

Please add the links, one per line, for everywhere on the website these Contact Details appear, or if it is in an area like the Menu or Footer please also specify here so we can ensure we update it everywhere that it needs updating

Let us know what changes you would like to make to your menu

Please let us know with as much information as possible, what changes you would like to make to your menu *

Please note: Your menu design was approved during the build process, any major changes to the functionality would require a call with one of the team to discuss and may be subject to billable time, this section should be used primarily for things like Changing the order of a menu, Changing names of items within a menu or Adding & Removing items from existing menus

Please provide as much information as possible to give clear instruction of what you would like to change, if you're changing multiple items in the menu clearly format it with headlines in bold for the top level menu item, with the items in a dropdown below it so we can replicate it as accurately as possible for you

Requesting a change or update not listed in our support form

Please let us know in as much detail as possible what you need us to do

Please indicate the change you would like to make, that does not fall into any of the categories listed in the dropdown menu of our support form.

Please note: Please do not use this option as a catch all for changes. If there are other relevant options for you to use e.g. add a team member then please select the correct option. Any forms submitted incorrectly will be returned and the changes not completed until the form is submitted correctly so please check the 'What would you like to do?' menu before using this option to ensure that the change you are requesting isn't listed elsewhere.

Please let us know with as much information as possible, what changes you would like to make to your website *

If you need to supply us with any code, embed scripts or otherwise, please upload them here:

Click or drag files to this area to upload. You can upload up to 5 files.

Please note: Double check that the code you are pasting is exactly as it has been supplied to you, with everything from the start to the end included - we can't fix broken code if we are supplied with it, so we will have to send you back to whomever supplied it if it does not work on the site when we paste it onto the page for you. - Accepted formats are Microsoft Word (.doc, .docx) Rich Text Format (.rtf) or PDF files (.pdf) please ensure your code has been saved as one of these formats to allow you to submit it to us.

Please let us know everywhere that this needs to appear on the website

Please note: If you wish for this to appear on multiple pages, you can provide a list of links, one per line, for us to use, otherwise you are also able to provide us with instruction such as in the menu, in the footer, on every page across the site etc, just be as clear and concise as possible to ensure we make the changes as accurately as possible for you.

Does this change or update require any images? *

If you would like to supply any images please add them here

Click or drag files to this area to upload. You can upload up to 10 files.

If you prefer to supply your images via Google drive or another hosted link, please paste it here:

I declare I have full legal permission to use any image provided and any legal persuit for using images will be passed on to me as the provider of the images *

I have permission, or have appropriately licensed these images for use on my website

If you require us to source images for you please provide all links here:

Adding a shop or purchasable item to your website

We're unable to help with this via our support platform

If you would like to add a shop, or purchaseable item to your website, please book in a call with us here to discuss pricing as this is outside of scope of our general support platform.

Discussing issues with your email

We're unable to help with this via our support platform

We do not host or look after emails so unfortunately we are unable to help with email issues.

Marketing or SEO related queries

You have chosen website support, please go back to ‘How can we help you’ and choose the correct option.

Google Ads support

What help do you need with your Google Ads? *

What would you like to change your ad spend to? *

Do you have any specific instructions? *

What changes would you like to make? *

Which location would you like to advertise? *

What is your budget? *

Do you have any specific instructions? *

Discussing your Google Ads performance:

To chat about your Google Ads performance please book in a call here.

Finding your monthly report:

Your monthly report will be sent to your email around the 3rd/4th of each month.

Please check your email (and junk mail) for a message from HMDG PPC (via Looker Studio).

Please note: Your first report won’t be sent until the campaign has been live for at least 1 full month. If you are still having problems finding your report then please send us a message below and we will get back to you ASAP.

Let us know of any trouble you are having finding your monthly report:

What problem are you experiencing? *

Facebook Support

What help do you need with your Facebook Ads *

Please give us the details about the campaign you'd like to create *

What budget would you like to set for the campaign? *

Please note: If you are unsure please just type unsure and we will get in touch with some examples of what to expect for different budgets

I'd like to talk to someone about my Facebook Ads

To chat about your Facebook Ads please book in a call here.

Please let us know the changes you'd like to make to your Facebook campaign *

What problems are you experiencing with your Facebook campaign? *

SEO Support

What help do you need with your SEO? *

Which location would you like to add? *

Do you have any specific instructions? *

What questions do you have regarding your SEO? *

What change would you like to make to your SEO? *

I'd like to talk to someone about my SEO performance

To chat about your SEO performance please book in a call here.

About our SEO reporting

We are in the process of overhauling our current SEO reporting system. You will receive full details via email once this is complete!

What problems are you experiencing with your SEO? *

Billing & Admin Support

What help do you need with your Billing or Admin? *

Changing your payment details

If you would like to update your payment details then please fill in your details here. Please also confirm below that you are happy for us to use these new payment details

Please confirm you are happy for us to use these new payment details *

I can't find my invoice

Your invoice will be sent to your email address each month. Please check your inbox and your junk mail.

If you are still having problems finding your invoice then please send us a message below and we will get back to you ASAP.

Please let us know what issues you are having finding your invoice *

Please let us know which services you would like to cancel *

Cancelling a service

To talk to someone about cancelling one of the services we provide you with, please book in a call here

Struggling with payments

We're always happy to chat, please book in a call here

Please let us know how we can help you with your Billing or Admin? *

Book a call with Michael

To book a call with Michael to discuss strategy and business please click here.

Book a call with Mark

To book a call to discuss your account performance please click here.

Other Support Requests

Please let us know how we can help you? *

Are you sure all of the details you've provided are correct? *

Yes, I can confirm this information is correct

IMPORTANT: Please ensure you haven't input any code into the text fields on your ticket, if you have the ticket will not submit to our system, please use the upload code fields for these instead.

If you do not receive an email after clicking Submit Ticket then your ticket has not submitted successfully, please review, remove any code from text fields, and click the submit button again. If any of your image upload submissions total more than 15MB combined this will also not get through to us so please ensure all images you provide are optimised and sized for website use prior to adding them to your form, your ticket will not reach us if you exceed this due to attachment size limits.

Would you like to request another change? *

Save and Resume Later

Heads up! Saving your progress now will store a copy of your entry on this server and the site owner may have access to it. For security reasons, sensitive information such as credit cards and mailing addresses, along with file uploads will have to be re-entered when you resume.

Go Back

Your form entry has been saved and a unique link has been created which you can access to resume this form.

Please note, this link should not be shared and will expire in 30 days, afterwards your form entry will be deleted.

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FAQs: Your questions answered

Here you’ll find some of the common questions we get asked on a daily basis. If you’d like to ask anything that isn’t covered here then please get in touch!

Get in touch

Design

Marketing

Consulting & Creative

HMDG Customer Support

Open A Support Ticket

Adding or removing a page

Edit content of an existing page on my website

Adding or updating team members

Adding, updating or removing pricing

Adding, updating or removing booking links from your website

Adding, updating or removing a clinic location from your website

I'd like to update the contact details on my website

Let us know what changes you would like to make to your menu

Requesting a change or update not listed in our support form

Please let us know in as much detail as possible what you need us to do

Adding a shop or purchasable item to your website

We're unable to help with this via our support platform

Discussing issues with your email

We're unable to help with this via our support platform

Marketing or SEO related queries

Google Ads support

Discussing your Google Ads performance:

Finding your monthly report:

Facebook Support

I'd like to talk to someone about my Facebook Ads

SEO Support

I'd like to talk to someone about my SEO performance

About our SEO reporting

Billing & Admin Support

Changing your payment details

I can't find my invoice

Cancelling a service

Struggling with payments

Book a call with Michael

Book a call with Mark

Other Support Requests

FAQs: Your questions answered

Question 1

Question 2

Question 3

Information

Services

Pages

Design

Marketing

Consulting & Creative

Design

Marketing

Consulting & Creative

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