Frequently Asked Questions
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.
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
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
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
For quarterly/monthly 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
monthly 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.
How do I recover my account?
If you've forgotten the password to your account, you should start by using the "Forgot Password" feature. This
will email a reset link to the email address associated with your account. If you can no longer access the
registered email address, you can contact support and provide either your recurly reciept ID or the last four
digits of the card used on the account.
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.
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,
is the best choice for you.
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?
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
Is my subscription monthly or annual?
You may select either a monthly 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.