Question 1

What are Categories in FAQs?

Accepted Answer

Categories offer a way of organising your FAQs around similar areas.  For example you may wish to group some of FAQs into a "pre sales" category and others into a "post sales" category.  Or if you sell many different types of product you might want to create categories for each product and categorise your FAQs in this way.

Customers may choose to browse FAQs by category as well as searching.

An FAQ can exist in more than 1 category and you can also create sub categories within categories.

Question 2

Can I put the Facebook Pixel on my workflows/forms/FAQs/content?

Accepted Answer

You can easily add the Facebook Pixel to any content you create in Malcolm! such as Workflows and FAQs.

There are two ways you can do this.

The first is to add the Facebook Pixel code directly into the settings area of MyMalcolm - [for more details see this FAQ.](https://support.malcolm.support/faqs/can-i-put-tracking-tags-in-my-faqs-workflows-support-hub).

The other way is to use Google Tag Manager.  You add your GTM container id in the settings area of MyMalcolm and then add your Facebook Pixel via the Google Tag Manager interface.

Question 3

Can I change the fonts Malcolm! uses?

Accepted Answer

You can change the font that Malcolm! uses in your hosted hub and your embeds via theme management in the Brand section of MyMalcolm.
You can have different fonts across your main theme, your Workflow theme and your embeds.

We support the following fonts:
* Arial
* Arimo
* Helvetica
* Helvetica Neue
* Lato
* Lora
* Montserrat
* Merriweather
* Merriweather Sans
* Muli
* Noto Sans
* Noto Serif
* Nunito
* Nunito Sans
* Open Sans
* Oswald
* Playfair Display
* Poppins
* PT Sans
* PT Serif
* Raleway
* Roboto
* Roboto Mono
* Roboto Slab
* Source Sans Pro
* Source Serif Pro
* Tahoma
* Ubuntu
* Ubuntu Mono

Question 4

Can I change the colours used in my rating elements?

Accepted Answer

You can change the colours used for the positive, negative, neutral and unrated rating elements within your theme via the Brand section of MyMalcolm.

This dialogue will change the colours used on the web page (hosted hub) versions of Malcolm! content

![Rating elements in MyMalcolm](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/SwJ99umvNp/screenshot-my.malcolm.app-2021.01.15-17_23_10-3.png)

You can change the colours of rating elements used within your embeds via embed theme management, also in the Brand section of MyMalcolm

![Rating embed elements in MyMalcolm](https://malcolm-en-gb.s3.eu-west-1.amazonaws.com/instances/HwJyEPPI3q/resources/gUdoWHtlZY/screenshot-my.malcolm.app-2021.01.25-17_39_35.png)

Question 5

My verification email has not arrived?

Accepted Answer

Your verification email (to verify your email address) should usually arrive within a few minutes.  If it hasn't turned up check your spam folder.

If the email still hasn't arrived after a few minutes there are a few possible reasons: 
* Occasionally users may accidentally misspel their email address
* There could be a temporary issue at our email sending provider (Mailgun) that is delaying emails
* There could be a temporary issue at your email provider that is delaying  emails
* You may have very strict email filtering enabled and don't accept email from new senders (in this case you should update your rules to allow email from support@malcolm.app)
* Your email provider may be rejecting email sent by our email sending provider (Mailgun)

The quickest resolution in many cases is simply to register again using a different email address.

Question 6

Why is my embed not showing?

Accepted Answer

If you've set up an embed but can't see it check these things:

* Have you implemented the tags correctly? Double check the tag install instructions

* Is the embed published? If it’s not published it won’t show

* If you are using them check your URL rules - the rule type could be too strict (e.g. URL is exactly xxx rather than URL starts with xxx) - if you are testing on a dev or test URL you can add this within the URL rule section

* Check the scheduling - if there’s a schedule to only show the embed on certain days and/or between certain times that may be having an effect

* If you are testing on mobile check you've not disallowed the emded showing on mobile

If you are still having problems please [open a support ticket](https://support.malcolm.support/workflows/submit-support-ticket) and we'll help!

Question 7

How can I change my Hosted Hub URL?

Accepted Answer

You can change the URL of your Hosted Hub via the Settings Section of MyMalcolm.  Go to Custom Domains and you choose a new URL on malcolm.support or malcolm.app here.  The URL must be available ie not being used by another customer.

You can also configure your own external domain or sub domain in this area as well.

Question 8

How do I transfer ownership of an Instance?

Accepted Answer

Each instance has an owner. This is the master user who is ultimately responsible for the instance. If you are on a Team or Enterprise plan you can invite other users to the instance too. If you need to transfer ownership of the instance to another user (for instance if you are leaving a company or organisation) you can do that as long as the proposed new owner agrees.

To do this go to the Settings Section of MyMalcolm, within the instance you wish to transfer ownership of.   Navigate to Ownership.

Remember that billing belongs to an instance so you may wish to update the billing details of an instance before you transfer it to someone else.

Question 9

How many free trials can I have?

Accepted Answer

Each new instance begins with a 14 day free trial. There is currently no limit to the number of instances you can create.

We want people to to use Malcolm! as much as possible so encourage you to use trials to try out possible ideas or use cases for Malcolm!  Setting up an instance with some content and branding can be a quick and effective way to demonstrate to your colleagues or other team members how useful Malcolm! can be!

Question 10

Is there a limit to the number of times a Workflow can be completed?

Accepted Answer

No - there are no restrictions on the number of times a user can complete a Workflow on any of our plans.

How can we help?

Using Malcolm! and need help?

What do you think of Malcolm?