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Changing Your Site’s WP Password

Creating an SFTP Account

Staging Push/Pull

Creating and Managing Support Tickets

Changing Your Site’s WordPress Password

You can update your WordPress admin password directly in your ScaleWP dashboard in two simple steps:

  1. Click the edit button next to the password when viewing your sites on your Dashboard or sites page.
  2. Update your password and then click the checkmark icon to save your changes.

Creating an SFTP Account

  1. To create an SFTP account for a website, click the blue Manage Button on the website that you’d like to access with SFTP.
  2. On the right side of the site management popup, you’ll see an area for a username and password.
  3. To create an SFTP account, add a new username and password. You will see the following requirements for the password. If you add an SFTP account and notice that it has not saved, this is because you didn’t create a strong enough password based on the requirements. The password must have:
    1. A length between 8 and 60 characters.
    2. At least one lowercase character.
    3. At least one uppercase character. 
    4. At least one number.
  4. Once you’ve added a username and password, you can connect using an SFTP client by using the IP address as the host, add the username and password, and make sure that you are using Port 22 for SFTP. You can copy the password by clicking the eye icon to view the full password and copy it.  

 

 

Staging Push/Pull

For all production sites, we recommend that any changes made to themes or plugins be done on staging. If you need a staging site created for you, please feel free to create a ticket or chat with us! Here are the steps for doing a staging push pull.

  1.  The result of pushing or pulling a site depends on whether you are on the production or staging site. In this tutorial we are going to be doing the push or pull from the staging application.
  2. Click the blue manage button next to the staging application.
  3. Click the Staging Managment tab on the left side of site management popup.
  4. To copy you changes from staging to production, click the push button. To copy changes from production to staging, you will need to click the pull button.
  5. Once you click one of these options, you can choose between pushing only the web application files, database files, or all files. In nearly all instances, you will want to push all files.
  6. When pushing changes from staging to production, you have the option to take backup of the site before the staging site is pushed to production.
  7. It’s important to note that a push or pull can take up to 30 minutes or longer depending on the size of your applicaiton. To confirm that a push or pull was successful, click the View Logs button to see if there was a successful push or pull completed on the date that you initiated it.
  8. If issues arise on the site after you’ve copied the site files from staging to production in a push, you can roll back the application by click the manage button next to the production application — click Staging Management tab on the left sidebar — then click the rollback button on the bottom right corner.

Creating and Managing Support Tickets

We use Asana to manage all development support tickets. After the initial signup process is complete, we will create an Asana Project for your company or organization. You can access your Asana project through the web or mobile app by logging in to your workspace here.  To create a new ticket, please follow these steps:

  1.  Click the floating Support and Docs button the right side of all pages on the ScaleWP app.
  2. Click the Create a Support Ticket button.
  3. This will take to our ticket form that posts new tickets directly into your Asana project.
  4.  Once you’ve posted a new ticket, you will see this ticket appear on your Support page in the ScaleWP app.

Alternatively, you can login to your Asana dashboard and go the project that we created for you. This will usually titled (Your Company Name) Tickets. All ScaleWP Asana projects have 5 columns: To Do, Ready for ScaleWP, In Progress, In Review, and Completed. Our team is only notified when you create or move a ticket into the Ready for ScaleWP column. 

  1. To create a ticket directly in Asana, click the plus icon above the Ready for ScaleWP column.
  2. After clicking the plus sign, you’ll see a new ticket appear. Please add a title, page URL, and any relevant screenshots.
  3. As soon as our team receives it, we will move into the In Progress column while we work on it. Once the initial task has been completed, we will move it to the In Review column and notify you.