Client FAQs and Support

Client FAQs

Accessing the Client Portal

Access to the Client Portal requires a valid username and password. If you do not know your username and password use the 'Forgotten Password' mechanism to have your login details emailed to you.

The Portal is categorised into the following sections: My Tasks, My Bills, My Account, Website Management, Website Reports and Hosting. These sections will be made available to you depending on your role and the website management services you have in place.

If your account has not been activated, contact Digital Bridge and we will email you the details.

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Configuring your Email Account

Select Tools -> Email Accounts
(This step will vary based on your email program)
Select ‘Add a new e-mail account’
Select a POP3 account
Enter Your details.
Incoming Server POP3: mail.digitalbridge.com.au
Outgoing Server SMTP: The SMTP server provided by your ISP. e.g. mail.bigpond.com or mail.optusnet.com.au
Username: Your FULL email address
Password: Your email password as listed in the Digital Bridge Client Portal
Test Account Settings
Setup is complete

Submitting a Website Management Task or Error

The Task Manager is provided via the Client Portal.

The Task Manager acts as a record keeping device for website management tasks. All Tasks should be logged via the Client Portal. If you email a task request to Digital Bridge we will log this in the Client Portal on your behalf.

If a task is complicated or requires further explanation please talk to Digital Bridge staff in addition to your task request.

To list tasks:

Click My Task
The Task List screen appears.
Select a Task and Click the Task Title to view details of the task.

To find a task, use ‘Ctrl-F’ to display the ‘Find and Replace’ popup window. Enter a search phrase and use ‘Find Next’ to find results in the Task List.

To create a new task:

Click New Task
The New Task screen appears.
Select a Classification
Click on Classification and select from the dropdown list.
The following classifications are provided: Development, Website Management, Hosting, Graphic Design, Server Error and Technical Support
Select a Business
Click on Business from the dropdown list and select the
correct business for the task. Most users will only be associated with one business. In some cases, however, you may be managing websites for multiple businesses.
Enter the Task Title
Use a descriptive title to identify your task.
Enter the Task Description
Provide an overall description of the task. If the task is complicated contact Digital Bridge via phone to discuss the work to be performed. Also remember notes can be attached to a task with further information and reference materials.

Once a task has been submitted you will not be able to edit the task. Use notes to record changes or further information related to your initial task request.

To attach notes to a task:

Click My Task
The Task List screen appears.
Select a Task and Click the Task Title to view details of the task.
Click Add Note
Enter a descriptive text for your note. You may edit a note and attach a file once the note has been created.

To edit a note and attach a file:

Click My Task
The Task List screen appears.
Select a Task and Click the Task Title to view details of the task.
Select a Note
Make text changes as required. To attach a file enter a descriptive Title for the file. Select browse to find the file on your local computer and then ‘Attach’ the file to the Note.

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Website Administration Tools

The Website Management Screen is provided via the Client Portal.

The Website Management Screen is aimed to provide a central repository for your online applications. This may include a Content Management System (CMS), an eCommerce application, a Payment Gateway or any other website applications in place.

Since your website applications may be hosted across a diverse range of platforms, you may need to remember or securely store your passwords for each system.

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Website Traffic Reports

Website Reports are provided via the Client Portal.

Website Reporting provides access to website activity reports showing details of visits to your website as well as information including referral links and keywords and phrases used to find your website in the search engines.

These statistics offer valuable information about the use of your website by visitors and provide indicators on how well your site is performing for users and with the search engines.

If you would like to discuss how to interpret your reports in layman's terms, please call Digital Bridge.

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FTP Settings

FTP is the service which allows you to transfer files between your website and your local computer. You need this information if you intend on making direct changes to your website.

To retrieve your FTP Password

Login to the Client Portal
Select the Hosting Screen
Click FTP Settings
The FTP Settings screen appears.
View the username and password for your website(s)

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DNS Settings

DNS is the service that announces to the Internet where resources are located for your domain name. Using DNS you can change your mail server or alter where your website is hosted. These settings should only be altered by users who know exactly what they are doing. Altering these setting may risk disconnecting your website from the Internet. By default this option is disabled.

Delegate your domain
In order to use the DNS manager, your domain name must be delegated to the Digital Bridge Name Servers.

Primary DNS: ns.digitalbridge.com.au (67.207.144.203)
Secondary DNS: ns2.digitalbridge.com.au (116.240.206.32)

Maintain DNS Records
The Client Portal can be used to manage the following DNS Records:

A Records
CNAMES
MX Records
NS Records

For more advanced DNS settings please contact Digital Bridge.

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Renewing Your Domain Name

Digital Bridge is a wholesale partner of TPP Internet.

When your Domain Name is up for renewal you will be sent an email notification from TPP Internet. If you have any concerns regarding your domain name or would like to cancel your registration please contact Digital Bridge directly.

If you are an Active Client your domain will be renewed automatically.

Please contact us if your domain name is registered with another registrar and you would like to consolidate with your Digital Bridge account.

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Paying Your Invoice and Accessing Account Statements

Account Statements are provided via the Client Portal.

The 'My Bills' screen provides access to unpaid invoices and a payment summary of all invoices for the current financial year.

‘My Bills’ can be used to easily track your invoices and payment history. All payment summary information is updated daily. You may use this section to pay your invoices using a Credit Card or print an invoice for payment via EFT or Cheque.

List, View and print invoices

Click My Bills
The Invoice List screen appears.
Click Print Payment Summary
The Payment Summary details will appear in a window, prompting you to select a printer.
Select an invoice
The Invoice screen appears.
Click Print this Invoice
The Invoice details will appear in a window, prompting you to select a printer.

Make a credit card payment

Click My Bills
The Invoice List screen appears.
Click Make Credit Card Payment
a. Enter Amount to pay (required)
b. Enter a reference for you own records (optional)
c. Enter a Credit Card Number (required)
d. Enter Expiry Date (required)
e. Enter Card Type (required)
f. Select ‘Pay’ to transfer money

List credit card payments

Click My Bills
The Invoice List screen appears.
Click List Payments
The Payment List screen appears. Payment details include date of payment, amount paid, reference number and any comments.

A record of your payment with a Reference number is available immediately in your Payments List. All credit card payments will take 24 hours to process. Once the payment is processed you will see the amount credit against your invoice(s).

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