Question 1

What can I change or customise in the Brand Section?

Accepted Answer

The Brand section of MyMalcolm has many powerful options to help you change the look and feel, layout and content of your Malcolm! Hosted Hub in order to reflect your own brand.

Get started by going to the Brand section in MyMalcolm, copying your current theme, then editing things on the copied version. Edit your brand settings in MyMalcolm

Watch a video guide to customising your look and feel below.

Question 2

Does the free trial have any restrictions?

Accepted Answer

Yes, to protect against abuse there are a few restrictions on your Malcolm! free trial.

These are: 
* You are limited to 5 FAQs
* You are limited to 1 Workflow
* Your file uploads are limited to a total of 50MB.

If you sign up to a plan via the Billing section of MyMalcolm your restrictions will be lifted.

Question 3

How do I write a good Frequently Asked Question (FAQ)?

Accepted Answer

Some top tips for writing a good Frequently Asked Question (FAQ) include:

* Think like your customers and try to phrase your title in a way a real customer would ask you a question

* Use the brief summary area to provide the initial answer - this is what customers will see in search results and when browsing FAQs

* For the full answer you can repeat the Brief Summary information but go into more detail

* Try and be concise and punchy with your answer - it can be useful to break up the text with subheadings and bullet points

* Don't repeat information if it's available elsewhere - better to link to that information! For example if you have an FAQ answering "What times are you open?" and your opening hours are on your main website your answer can simply be "Our opening hours can be seen on our website here" and you can add a link

* If you have images or media (eg a YouTube video) that can help with an answer don't be afraid to include it in your answer - Malcolm! fully supports this and customers love it!

* Remember to use tags and categories as that will help your customer find their way to the FAQ

* Use the feedback option in Malcolm! as that will let customers tell you if the content is useful or not. Regularly review the feedback you get in MyMalcolm!

Question 4

How do I pay for Malcolm?

Accepted Answer

Malcolm! billing is based on Instances.  [You can read more about Instances here](https://support.malcolm.support/faqs/what-is-an-instance)

[You can see our pricing here. ](https://malcolm.support/pricing)

[You can read more about VAT and how we apply it here. ](https://support.malcolm.support/faqs/do-i-need-to-pay-vat)

We currently bill in UK Pound Sterling only so if you are not UK based your debit or credit card provider will convert this into your local currency.  In 2019 we do plan to offer billing in US Dollars and Euros.

At the time of writing we accept Visa and Mastercard.  American Express should be accepted very soon. We also accept Paypal.  We don't currently accept Bitcoin :-)

Micro and Team plans are paid monthly in advance.  When you trial ends (or if you end your trial early and [remove the restrictions](https://support.malcolm.support/faqs/does-the-free-trial-have-any-restrictions)) we'll ask for your card details and every month we will automatically take payment unless you cancel.  If your card expires or the payment fails we will send you a number of automated emails to ask you to update your details.   If no action is taken after a grace period we will stop serving your content (ie your FAQ's and Workflows) and after a further grace period we will delete your Instance.

Enterprise plans are more bespoke in nature and are negotiated on a per client basis.  These can also be paid by credit or debit card but it's more typical for clients to pay quarterly or annually via invoice and bank transfers.

Question 5

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 6

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 7

Can I put videos in my FAQs?

Accepted Answer

Yes, the best way to do this is via an external host like YouTube or Vimeo. 
[Find out more here. ](https://support.malcolm.support/faqs/can-i-embed-youtube-or-vimeo-videos-in-my-faqs)

Question 8

How do I set the time zone of my Instance?

Accepted Answer

You can choose the time zone your Malcolm! instance runs in MyMalcolm via Settings / Instance / General.

When you select times/dates in MyMalcolm eg for things like scheduled publishing these should reflect the time zone of the instance rather than your local time zone (which might be different).  Similarly when you export data and receive email alerts from Malcolm! these will reflect the instance time zone.

Question 9

How can I review the activities of other Team members on my Instance?

Accepted Answer

You can do this via the Team section of MyMalcolm.  Click on a user name and you will see their activity within the instance.  You can apply filters to this information via the filter icon.

Question 10

Can I change the terminology/rename FAQs and/or Workflows?

Accepted Answer

Within Malcolm! you can choose the title of your FAQs and Workflows, but you may want to use Malcolm! in a way where the terminology "FAQs" and "Workflows" doesn't make sense.  For example you might want to rename FAQs "Policies" or "Help Articles".   You might want to rename Workflows "Requests" or "Tasks".

This is no problem - you can rename both things in the Brand section of MyMalcolm.

Edit your chosen theme, then navigate to the "FAQ" and "Workflow" section in the vertical side navigation.

MyMalcolm will still refer to FAQs and Workflows but any references your users see will be updated to the value you set above.

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