Get expert help with your SocialEngine website.

General Questions Back to top

  • Will SE Cloud work with my current website?

    Of course! If you already have a website, you can easily add your current design and layout to your SE-powered site. You can also easily set up your SE site with a custom domain name or subdomain.
  • Do I need my own hosting server?

    Nope. We host your SE Cloud site on our own powerful Amazon cloud servers. We've carefully configured them to serve up your site with consistent performance. There's no need for you to setup your own server.
  • Do I own my site? Can I sell it in the future?

    If you decide to sell your site, you can transfer access to your account to the buyer. Your community's content and layout belong to you.
  • I’m not exactly tech savvy, can I still use SE Cloud?

    Absolutely. SE Cloud is really easy to setup - you just fill out a form, and we instantly create your community site. You don't need any technical skills to manage your site, and anyone with basic HTML/CSS experience can help you make changes to your site's style and layout.
  • Do you show ads on my site?

    No way! SE Cloud is not an ad-supported service. We'll never put ads on your site, but you're welcome to install your own if you wish.

Technical Questions Back to top

  • Are multiple languages supported?

    SE Cloud is currently only available in English, but you can edit much of the visible language right in the HTML templates. Your visitors can also easily use Google Translate to view your site in another language. Still, we are working on adding multi-language support soon.
  • Does SE Cloud integrate with Facebook and Twitter?

    Oh yeah. We've got Facebook and Twitter social sign-in baked into the platform, so your members can start signing up with those services right after you launch your site. Your members can also easily publish their posts to Facebook and Twitter right from your site.
  • Can I monetize my community?

    The most effective way to directly monetize your community is by placing ads from ad networks like Adwords. We've made it incredibly easy for you to install ad blocks. Just copy and paste the ad block code into your layout!
  • Can I remove the "Powered By SocialEngine" text in the footer?

    Sure thing. We don't charge you anything to remove the link back to our site - you can do it yourself by making a quick change to your site footer. That said, if you would like to support SocialEngine and help us improve the platform faster, we would really appreciate the link back to us!

Support Back to top

  • Does my subscription include support?

    Yes, your subscription includes complimentary support via our online ticketing system for the duration of your subscription.
  • What types of issues are covered with support?

    Our support team will assist with general and technical questions as well as any technical errors you encounter. We do not provide customization services, but let us know if you have questions and we’ll be happy to make recommendations.
  • How quickly can I expect a reply?

    Response times vary based on ticket volume but we do our best to respond to all tickets within several hours during business hours, or the next business day if submitted during off hours.
  • Do you offer phone support?

    Our support is only offered through a ticket based system at this time. We've found this method to be the most efficient means to assist customers since it allows issues to be easily tracked and relevant information to be indexed.
  • What is your refund policy?

    If you cancel your SE Cloud account, the cancellation will take place immediately. For quarterly plans, you will not receive a refund or credit for the unused portion of the then-current paid-up period. For example, if you are on our quarterly plan and have a payment due on May 31 but decide to cancel on May 15, you won't be charged on May 31, but you will not be refunded for the period between the May 15 and May 31. Your site however will remain accessible through the period which you've paid. For annual plans, you are eligible for a partial refund, on a monthly basis, for up to your first three months. Past the three month point, no refunds are provided for annual plans.

Free Trial Back to top

  • How long does the trial last? What happens once it ends?

    Our free trial lasts 14 days. You may cancel your subscription at anytime, or stay subscribed with the billing plan you selected during signup.
  • Does the trial include every feature?

    This is a full trial with all features and functions available.
  • Can my trial community be closed to the public?

    Yes, as the admin you can switch between public and private community access.
  • Are custom domains supported?

    Yes, custom domains are supported with clear instructions for setup.
  • Do you provide support for the trial?

    Yes! Our Cloud trial includes full support for your trial duration.

Customization Back to top

  • What’s available for modification?

    Themes and templates are available for complete modification, enabling you to design a unique looking community.
  • Can I maintain the look of my existing website with my community?

    Yes, by modifying the CSS you can theme your community to maintain the look of your existing website.
  • Do you have an API?

    We do not have an API... yet! Our developers are cranking away to get this launched for you.
  • Do I get complete source code access with SE Cloud?

    Not quite, but close. We give you total access to your HTML/CSS frontend so you can easily make any design/layout changes needed. If you are sure that you need complete source code access for your project, SE PHP is the best choice for you.

Billing Back to top

  • Is my billing information kept private when I purchase?

    Absolutely. In fact, we never see or store your billing information on our servers. Your information is processed via Recurly’s or PayPal’s secure payment gateway.
  • How can I change the subscription for my payment method from PayPal to credit card or vice versa?

    To do this, you must cancel your subscription in order to create a new subscription with the new payment method.
  • Recurly isn’t updating my PayPal subscription, how can I change my method of payment?

    This is possible, but you will have to access PayPal directly. Here’s a tutorial - https://www.paypal.com/us/webapps/helpcenter/article/?solutionId=27689&m=SRE
  • How do I can cancel a subscription in Recurly?

    Please sign into your client account. Underneath your list of cloud sites there is a link to edit your billing info or cancel your subscription.

Sales Back to top

  • Is my subscription quarterly or annual?

    You may select either a quarterly or annual plan. Annual billing receives a 25% discount!
  • How long does it take to get started after purchase?

    Once you signup you can get started immediately. Your community is only clicks away.
  • Does my subscription include all features and support?

    Yes, we’ve kept it simple. All features are included with our single subscription package, and you’ll receive full support for the length of your subscription.
  • Do I need to buy my own domain?

    No, you do not need to buy your own domain. You may create subdomain we’ll host for you on socialengine.com.
  • Can I unsubscribe without any hassle?

    Yes, you may unsubscribe at anytime from your account. We’re happy to assist you if you have any questions.
  • I have a few ideas, can I create more than one community website?

    Yes, you may. Contact us and we’ll help you create additional subscriptions.
  • Why do you charge on a quarterly basis?

    We charge on a quarterly basis because we want our customers to commit to at least 3 months of building their network. Building a social community takes time and effort, and we want to make sure you have adequate runway to see your efforts pay off.