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  How Support Works  
  Message from the Lucky Marble support team:

We really truely believe that it is better if you learn to help yourself than rely on us to answer every single question (we won't be available at 2am when you get some bright idea to do something with your website but need a question answered).

Having said that, we have structured our "support system" such that it will help you find the answer for yourself.

In the event that your question has never been asked before, you'll have the ability to shoot it our way.
 

  Finding The Information You Need  
 
  1. Log in to your account
  2. Click on the "Help" button next to your purchase
  3. Choose the "Phase" and "Chapter" that relate most to the information you're looking for
  4. If you do not find the answer to your question, you will have the opportunity to initiate a support ticket
 

  Different Levels of Support [learn more]  
 
We do not accept unscheduled technical support ("how do I") questions via telephone except if you are having trouble installing your product. We would love to be able to help everyone equally, having said that, we are a small staff which will only succeed in answering everyone's question if we can anticipate the work flow using our online web-ticket system.

We have three levels/tiers of support available:
  • Tier 1: (FREE) Online Tutorials (written and text) [learn more]
  • Tier 2: (FREE) Support Ticket (via online ticket email system) [learn more]
    • Bugs/Errors in the Stock Template
    • Installation issues
    • Help finding the appropriate helpmaterial
  • Tier 3: ($100-$150/hr) Support Ticket and Telephone [learn more]
    • Any item not covered in Tier 1 or Tier 2
    • One-on-One training/coaching (no longer available)
 

  Alternate Source For Tutorials  
  Some of our older products (pre-Generation 6) have their video tutorials stored in an alternate location. To find these tutorials, use our "Help Topics" below, and search in:
"Product Help" -> (the generation of your product) -> (name of the product)
 

  Help Topics  
 
G10 Web Templates Guidelines
Partner Program
Top Questions
Troubleshooting
Web Apps Basic Skills
Web Apps FAQs
Web Developer 101
Web Hosting Basic Skills
Web Plugins Basic Skills
Web Templates Basic Skills
Getting Started
Product Instructions & Tutorials
Before You Buy
Policies
Customization

Still having trouble?
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Instant Help

Most questions can be answered immediately in this Help Center.
Try entering a topic in the search box.
Search: Have a question? Find your answer fast.

(Example: "How do I request my free text logo?")

Customization

Can you add video to my web page?
HT#216/FAQ#98
There are many tools available which can do this job for you. Adding video footage to a web page is a simple process if you have the right tools for the job. We don't suggest you hire someone to do this, rather you purchase a product or tool to help you do this. Contact our design team for advice, or video information.


Do I need any third party software, such as an image editor, flash software, etc ?
It depends on the product and what you intend to modify within the template. More...

Can you transfer the information from my existing website, into a template for me ?
The goal of our services is to offer specific modifications to the template. We are not currently offering web mastering services such as content management or transfer. We can effectively determine the amount of time to bill for any custom project, and therefore effectively manage the turn around time. Web mastering services can shift the focus of our design team, thus effecting other customers. We recommend that the person 'managing' the updates of the website, also be the person to apply the initial content.

Can you change the font type, size or positioning of the 'flash taglines' ?
If the product is a Generation 7 (or later) template, yes.

Can you insert video or a movie into the flash header ?
Yes, this is possible to do. As with all video, the format and size is very important. In most cases, the 'images' in the header can be replaced with video footage. More...

Can you create a javascript file ?
There are many great sources online, that provide free / open source javascript files that might server your purpose. Try www.dynamicdrive.com

Can you create a special flash animation ?
Designing flash animation could take several hours or more, depending on the request and often requires a lot of communication and one on one time with the designer in order to get it 'just right'. For special flash animations we would suggest a search of the web to see if anyone has already designed such an animation, which you can download / purchase for use on your website, or in your web project.

Can you create a custom graphic logo ?
It is best to work with a graphic designer specifically suited to logo design. All of our text logos are designed specifically for the web at a resolution suited for the web. A logo designer will provide your logo graphic for both the web, and a higher resolution logo for print. To find a logo designer, simply "google" "logo design".

Can you add more flash buttons to my header/page ?
You can add as many CSS menu buttons as you need. The number of flash buttons provided in the original demo / template are the max number of buttons that can be used in the design of that particular template.

Can you add more roll over buttons, or drop menu buttons ?
If your product is a Generation 7 template, yes, we have instructions in text and video that demonstrate how easy it is to add / delete / rename / re-link the menu buttons in your template.

Can you make the flash header / intro take up the full width of the screen ?
The flash intros / headers included in our template packages as designed using "bitmap" graphics. Bitmap graphics display a clear image, they are easy to update and replace ( for custom template colors ). Bitmap graphics can 'stretch' to fit the page, but they do not do so without loosing image quality, and for that reason we set the flash header to remain at it's original height and width in the web page. So the answer is really no, the index page with flash intro can not be resized to take up the full width of the page.

Can you change the width of the template pages ?
Yes, if your template is a Generation 7! The template pages can be set to a fixed width, or full screen ( liquid ), with the exception of the index page ( the flash intro page ). All templates include a fullscreen and a compact CSS stylesheet. The stylesheets provide the information used to display the page's width. Simply link your template page to a either the fullscreen or compact stylesheet, to change it's width. We've included text and video instructions demonstrating how to do this.

Can you add music to all my pages ?
We do not recommend you add music to more than the 'index' or landing page of your website. Although it is possible and quite easy to add music to any web page ( your HTML editors have this capability built in ) it's not as easy to control as the music player we've include with your flash intro/header on the landing page. The drawback to putting music on each page, is that the music would 'restart' each time a visitor goes from one page to the next. The music will not loop or play continuously as the visitor travels from page to page.

Can you add different buttons ?
Yes, it is possible to replace the 'vertical' buttons, the icon buttons, contact button, and add to favorites button. If you need help from our design team, we ask that you provide the replacement graphic.

Can you add drop down or slide out menus (menus with sub menus or multiple sub menus) ?
Most of our templates include a 'horizontal' dropmenu, with one level of sub menus. If you are looking for something a bit more advanced, we recommend an add-on such as Xara Menu Maker (http://www.xara.com/products/menumaker/)

Can you create a form page for me ?
If you need help with creating a form page, we suggest purchasing the database website plug-in 'Form Handler'. Creating form pages can take a bit of time, and will often require changes along the way. Using an administrative tool such as the Form Handler will speed up design time, and allow you to save / transmit form information better than a standard web based form page. Your HTML editor will include a form page wizard, or form page template from which you can create, then modify to suit your needs, but you will need to contact your host to ensure your form page will connect to their form handler.

Can you setup / create / modify my PayPal shopping cart page ?
There are video instructions provided with the template demonstrating how to set up your PayPal shopping cart pages, no need to hire a designer to do this. If you require more than what is provided with the default PayPal shopping cart buttons, the PayPal website provides an online button creation tool, just create your button, copy the code and paste into your web page. There are other alternatives to working with code view, such as the PayPal button Wizard for FrontPage. (http://www.auctionmessenger.net/paypal/)

Can you set up my website for Search Engines ?
Your web template is designed from the ground up, with Search Engine Optimization ( SEO ) in mind. We've been members of searchenginenews.com for quite a few years now, and stay on top of the latest SEO trends. Search engine marketing companies will generally set their prices for optimization in the $500 ( very basic ) to $5000 ( more indepth ) range. And there is no guarantee, as you may be trying to gain visibility in a competitive market. The rule of thumb could be the better your incoming links, the better and more targeted your content along with the amount of time you've been on the web will have the greatest impact. Probably the most an SEO company could do for you is optimize your content, your links, and your page headings. If search engine placement is that important to you, you should at least learn the basic ins and outs. This way, if you do want expert help, you can at least understand a bit of what they are offering. And one of the best, most up to date resources you will find in one location is this book: More...

Can you set up my shopping cart ?
At this time we only provide one shopping cart solution: the PayPal shopping cart template. This is a do-it-yourself solution which can be easily accomplished by using the "buy now button wizard" available in your PayPal account. We do not set up the shopping cart page for you.

Can you add a calendar to my web page ?
There are many great calendar tools available on the web. You probably don't want to pay a designer to first learn how to install the calendar when you can do it yourself with a bit of reading.

 
     
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