FAQ & Troubleshooting

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Help & Support

Open Help & support to see How can we help? and choose the route that fits your question.

Private support

Use Private support for billing, hosting, domains, account access, and any question that includes private or account-sensitive information.

Ask the community

Use Ask the community for questions, issues, and ideas that other Ploy users can help with. Community posts are public. Do not post private information, credentials, billing details, or account data.

Find answers faster in our docs

Choose Find answers faster in our docs to search these guides for setup steps, troubleshooting, and product behavior.

Getting started

Choose Getting started to replay your welcome tour, review the chats setup started, and connect more tools. It appears after you finish your own welcome tour.

Getting Access

Sign-up says my email already has an account. What do I do?

You already have a Ploy account with that email. Choose Log in instead to sign in to it.

Can I add collaborators to my workspace?

Yes. Inviting collaborators is included on Starter, Pro, and Enterprise, but not on Free. Open People to invite someone and assign an Owner, Admin, or Member role. After they accept, they can access every workspace in the organization. See Working with a Team.

Can I move a workspace to another organization?

Yes. Contact Ploy support through Private support or support@ploy.ai, and Ploy support moves it for you. Ploy support may ask the current organization's owner to confirm the move. The workspace's sites, chats, integrations, and settings move with it. Members of the old organization lose access, members of the new organization gain access, and the owner of the new organization becomes the workspace's owner. Moving a workspace does not add anyone to the new organization, so invite people there first if they need access. Billing follows the new organization's plan, and its limits apply, such as seats, sites, and experiments, so check them first. See Move a workspace to another organization.

Custom Domains

How do I move a connected domain to another site?

Use the direct move flow to preserve the existing SSL certificate and avoid disconnecting the domain. See Moving a connected custom domain to another site for requirements and step-by-step instructions.

DNS troubleshooting tips — including fixes for pending DNS, SSL not issuing, redirect loops, Cloudflare errors, and cache issues — have been consolidated into the Custom Domain Setup: Troubleshooting guide.

Sites & Publishing

Why does the panel say Publishing paused?

Read the sentence under Publishing paused and choose Fix to address it. Fix does not publish your site. After the issue is resolved, choose Publish again, wait for completion, and check the public pages. See Publishing paused for the full troubleshooting path.

My site isn't updating after I publish

  • Clear your browser cache or open the site in an incognito window.
  • Open Publish and check that the latest publish to Production finished.
  • If using a CDN (like Cloudflare), purge the cache.

The preview says I'm offline or can't connect

If your device loses its connection, the preview shows "You're offline" and reconnects by itself when you are back online. If the preview shows "We're having trouble connecting to your preview," select Reconnect. The page you have open stays in place while Ploy reconnects.

Can I roll back to a previous version?

Yes. In the editor, select Versions, choose the version you want, and restore it. Then publish to make it live. Restoring alone does not change your live site.

Why is my site already published?

When a site has never been published, Ploy's Agent publishes the first page it builds and checks to the site's Production and Preview addresses on ploy.build. It does this once, even with automatic publishing off, so you have a link to share. Your current website and domains do not change. Later changes wait for you to select Publish, unless you turn on automatic publishing. To take the site offline, select Publish, then the gear, then Unpublish.

How do I delete a site?

Go to the site's settings and select Delete Site. This action is permanent and cannot be undone — all deploys and content will be removed.

Ploy's Agent & AI

Ploy's Agent isn't making the changes I want

Try being more specific with your request:

  • Instead of "make it better" → "Add more whitespace between sections and increase the heading size."
  • Reference a specific page or section: "On the pricing page, change the CTA to 'Start Free Trial'."
  • Provide visual references: "Make the hero look like stripe.com's homepage."

Can Ploy's Agent write custom code?

Yes. Ploy's Agent can write and modify React components, Tailwind styles, and Astro pages. It handles all the implementation — you describe what you want in natural language.

Integrations

My integration disconnected

Integration sign-ins can expire, and a service can revoke them. The service then shows Reconnect or Needs reconnect. Open Integrations from your workspace sidebar, select the service, and choose Reconnect, then sign in again. Reconnecting replaces the old sign-in for that connection. Only the member who connected an account can reconnect it. For a personal connection, each member reconnects their own account.

For connection steps, shared-access warnings, and unavailable services, see Integrations. A service marked Requested has a recorded request, not an active connection.

I connected GA4 but Ploy's Agent can't see my data

  • Verify you authorized the correct Google account (the one with GA4 access).
  • Make sure you selected the right GA4 property during setup.
  • Try disconnecting and reconnecting the integration.

Migrating from Another Host

Can I import my existing site?

Yes. Open Ploy, give the agent the public URL, and ask it to import or reconstruct the site. Source pages must be reachable over HTTP(S) without signing in. Review the resulting pages, correct anything missing, and publish only after checking the result. See Import an existing website.

Will an import copy my dynamic content?

An import may capture publicly visible content, but it does not guarantee an identical copy of dynamic features or private pages. CMS collections and live data connections may need separate setup. Review the result and see CMS migration for structured content.

Can I download or export my site's source code?

Source code access is available on paid plans only. On a paid plan, install the Ploy CLI and run ploy site git clone <directory> to get your site's full source with Git. You need the Member role or higher in the workspace. See Push code with Git. To keep your code in a GitHub repository you control, use Code Sync, which is also available on paid plans only.

Still Need Help?

Open Help & support and choose Private support for account-sensitive help, or Ask the community for a public question, issue, or idea.