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Guests receive pages from the site cache, while the browser keeps its own copy. Check in incognito mode, refresh with a cache clear (Ctrl+F5), or reset the cache at /pagecache.
The administrator always sees the fresh page, while guests see a ready-made copy from the page cache. Usually the cache is reset automatically right after you save in the admin panel, but it's easier to check how guests see the site in incognito mode.
Guests still see the old version — open "Page cache" in the "Admin" menu (/pagecache) and click "Reset cache". A section that should not be cached is marked with the "Do not cache" checkbox in its settings window.
You don't see it either — refresh the page with a browser cache clear: Ctrl+F5 (on Mac ⌘+Shift+R). If that doesn't help, check whether you saved the window (the "Save" button) and whether you edited the right section: a site may have several similar pages.
Either there is no section with that address, or it is set to "Nobody. Close access.", or the section is hidden in this language.
Open "Site structure" and find the section. Check two fields: "URL (alias)" — the address must match the one in the browser's address bar — and "Access level": the value "Nobody. Close access." returns a 404 to everyone except the administrator.
If the 404 appears only in another language (/en/…), the section is hidden for that language in "General settings" → "Site languages" → "Sections and informers by language".
An address with a dot (for example /page.html) is not treated as a section by the engine at all — remove the extension. A module name in the address (/forms) also doesn't work on its own: a module opens only at the address of its section.
Check the "Spam" folder and the address in the form's "Button action" field: Send{address}. Empty braces — the email goes to the site administrators.
First check the "Spam" folder — emails from a newly created domain almost always end up there. Mark the email as "not spam", and from then on they will go to the inbox.
Then check the recipient address. There is no separate field for it: the address is set in the submit button's settings, in the "Button action" field, inside the rule Send{manager@site.ru}. Empty braces Send{} — the email goes to the site administrators' email. A typo in the address looks exactly like "emails are not arriving"; if there is no "Send" rule, no email is sent at all.
So that a request isn't lost even if the email doesn't arrive, add the Save rule to the button — every submission will be recorded in the orders table.
Most often its access level has changed: the “Nobody…” values remove the item from the menu. In another language, the section may be hidden by a language rule.
Open “Site structure” — the tree shows all sections, including hidden ones. Check the “Access level”: “Nobody. Can be visited.” removes the item from the menu but leaves the page accessible via its link.
If the section is a system one and you deleted it, it was not actually deleted but hidden: the engine protects the pages its operation depends on this way. Set access back to “Everyone”, and the item will reappear.
If it disappeared in only one language, go to “General settings” → “Site languages” → “Sections and informers by language”: there may be a “Hide” rule set for that language.
The language is determined by the visitor’s country (and region rules) and browser settings, and their choice is remembered for a year.
On the first visit, the engine looks at the country by IP address, then at the browser settings. After that, it remembers the visitor’s choice for a year — which is why your site may open differently than for a colleague from another country.
For individual regions of a country, the language can be set as an exception: in the settings of the language-switcher informer (the “Module settings” button in its window), in the “Exception rules” field, for example UA: Крым, Севастополь = ru. The rule applies only on the first visit and only to languages enabled on the site.
To check how others see the site, switch the language in the menu or open the address with the prefix directly: /en/ is the English version, and the address without a prefix is the base language.
Check that you clicked "Save" in the section window itself: the panels inside it do not have their own save button.
The panels "Edit section text", "Module settings", and "SEO promotion" do not have separate save buttons: everything is saved with a single "Save" button at the bottom of the section window. If you closed the window with the X, the changes were not saved.
If the setting resets specifically after saving, rather than being lost when closing, write to us which field it is: such behavior indicates an engine error, not yours.
On the login page, click “Forgot password?”, enter your e-mail — a new temporary password will arrive by email.
On the /login page, click "Forgot password?", enter your account e-mail and click "Send new password". You will receive an email with a temporary password — the old password stops working after that. When you sign in with the temporary password, the site will ask you to create a new one.
Each site has its own password: you need to recover it on the site you are signing in to. No email? Check your "Spam" folder. "User with this email not found" — on this site the account is registered with a different address.
If you have no access to your email, the site administrator can set a password for you.
Most often the file is too large for the server (a phone photo) or the format is not an image: JPG, PNG, GIF and WEBP are accepted.
The most common cause is size: a phone photo can easily exceed the server's limit for a single file. Reduce the photo size and upload it again. For an object's image, the reason for rejection is shown as a message on the page after saving — read it.
Images are accepted in JPG, PNG, GIF and WEBP formats. SVG, HEIC (iPhone photos) and TIFF cannot be uploaded as an image — save the file as JPG or PNG.
If the image "uploaded" but doesn't appear on the page — check whether you clicked "Save": a file that was selected but not saved is not attached to the object.
Look for an email with the subject "Заявка с сайта …", including in "Spam", and check that the form button has a Отправить{…} rule.
First, search your mail for the subject "Заявка с сайта" — including the "Spam" folder. Emails from a new domain almost always end up there.
If the email is nowhere to be found, open the form and check the button's action: the email is sent only if it has the "Отправить" rule. Отправить{адрес} sends the request to the specified address, empty brackets Отправить{} — to the site administrators at the e-mails of their accounts. The message shown after sending is set by a separate "Сообщение" rule — it does not mean that sending an email was configured.
On the site, a submission is saved only if the button has the Сохранить or Оплатить rule, an orders table has been created for the form, or the form has a "Товары в корзине" field or a "Набор услуг с ценами" field. Also check the recipient address for typos.
The balance is topped up when the order gets the "Paid" status via the bank's notification. Open "Finance" — it shows whether the order is awaiting payment.
A top-up is an order: the money is credited at the moment the bank confirms the payment and the order gets the "Paid" status. This usually takes seconds, but the bank's notification may be delayed.
Open the /finance section: when opened, it automatically reconciles paid orders with the balance, and shows unpaid ones in the "Awaiting payment" line. If the order is there — the payment did not reach the site; repeat it using the order link.
The bank does not confirm payment by invoice: the "Paid" status is set by the site administrator on the order page, after which the amount is credited.
Check whether page caching is enabled in /pagecache, and test the speed in an incognito window: pages are always rebuilt for the administrator.
Open "Page cache" in the "Admin" menu (/pagecache) and make sure the "Cache pages of this site" checkbox is ticked. With the cache, guests get ready-made pages almost instantly.
You won't see this speed-up yourself: for a logged-in user and the administrator, pages are always rebuilt, and the admin panel is noticeably heavier than the public site. Check the site in an incognito window and from the second page — a new visitor's first visit is not served by the cache.
If only one section is slow — check whether it has the "Do not cache" checkbox ticked and whether it is in the exclusions list.
Open “Connection errors” (the triangle at the bottom of the folders column) and click the channel name — its settings will open. Most often the key has expired or been revoked.
When a channel has a problem, a triangle “Connection errors” lights up for the administrator at the bottom of the folders column. The window shows which channel and what happened; clicking the name opens the settings of that connection, and “Check again” rechecks it.
Typical causes: the Wildberries token has expired (it lasts up to 180 days) or the Odnoklassniki key was replaced; Avito revoked access — “Reconnect via Avito”; Ozon requires a Premium Plus or Premium Pro subscription; the T-Bank token doesn't have the site's IP address entered; the email app password was changed. Update the key and save the connection.
If there is no error but you can't see a message, check the “In progress” folder: a new message is appended to the open conversation with the same person.
In the “In progress” and “Completed” folders an employee sees only their own conversations, and folders may be restricted to groups or be someone else's private ones.
An employee sees “Inbox” in full, and in the “In progress” and “Completed” folders — only conversations where they are the person responsible. A colleague's conversation is visible to the administrator.
If a folder isn't visible, check “Folder visibility (employee groups)” in its window and whether the employee belongs to the selected group. Another employee's private folder is visible to no one except its owner.
In the help section, you will find answers to frequently asked questions and useful instructions for working with the Site Look website builder. Here you can learn how to manage sections, add objects, and configure the website. The materials will be useful for both beginners and experienced users. If you haven't found an answer, contact support.