Website Care
Report a website problem, request a change and understand what happens after you contact Aspirium.
4 Minute Read - Updated September 2026
What is Website Care?
Website Care gives you a way to request help when something on your clinic website needs attention. This could be a broken form, a page that is not displaying correctly, a problem after an update or a small change you need us to make.
The work included depends on your Aspirium plan. If a request falls outside your plan, we’ll explain the options before carrying out chargeable work.
Setting up Website Care
The first time you open Website Care, you’ll be asked to provide secure access to your WordPress website.
You’ll need:
- Your website address
- Your WordPress login address
- A WordPress administrator username
- The corresponding password
We recommend creating a separate WordPress Administrator account for Aspirium, such as aspirium-support, rather than providing your personal administrator login.
Your password is encrypted before it is stored and is only accessible to authorised Aspirium support staff when access to your website is required.
You only need to complete this setup once.
Updating your website access
Once Website Care has been set up, your managed website appears at the top of the Website Care page.
Select Update access details if your WordPress username, password, login address or website details change.
It’s important to keep these details current. If Aspirium cannot access your website using the stored credentials, it may delay us investigating your request.
Requesting a website fix
From your Website Care page, select Request a website fix.
Give your request a short title explaining what’s wrong and then provide as much useful information as possible in the description.
For example:
Contact form isn’t sending emails
Customers can complete the contact form and receive the success message, but the enquiry isn’t arriving in our inbox. This started yesterday.
You don’t need to provide your WordPress password again. Aspirium securely uses the website access details you’ve already supplied.
Submitting a request does not automatically use one of your included fixes. We review the request first.
Following the progress of your fix
Your Website Care page keeps you updated while we’re working on your request.
When Aspirium posts an update, you’ll see a Latest on your fix section against the request.
Updates might include information such as:
We’ve identified the problem and are currently working on the fix.
You’ll also receive an email when Aspirium posts a customer update, so you don’t need to continually check your account.
Your Website Care page remains the main place to view the latest information and previous updates relating to your request.
When your fix is completed
Once we’ve resolved the issue, your request will be marked as Completed.
Where appropriate, we’ll also provide an update explaining what was changed or how the problem was resolved.
Completed requests remain available in your Website Care history so you can refer back to them later.
Your Website Care allowance
Your allowance depends on your Aspirium subscription.
Website Care Essential includes one website fix per billing period.
Once your included fix has been used, Website Care will show when your next included fix becomes available. You can still view your existing requests and updates while waiting for your allowance to renew.
Website Care Complete includes unlimited website fixes.
Aspirium Complete also includes the full Website Care Complete service, giving you unlimited website fixes.
Your current plan and usage are always displayed at the top of your Website Care page.
What counts as a website fix?
A Website Care request is intended for problems, faults and reasonable changes to your existing WordPress website.
Examples could include a broken contact form, layout/display problem, WordPress error, plugin issue, broken page or link, configuration problem, or a small change to existing website content or functionality.
Not every message you send us automatically counts as a fix. Aspirium reviews requests before they are counted against an Essential allowance.
Larger projects, substantial redesigns, new functionality or work outside the scope of Website Care may require a separate quotation. We’ll let you know before carrying out chargeable work.
Keeping your website secure
Never include passwords or other sensitive login information in the Describe the problem field.
If your WordPress login details change, use Update access details within Website Care instead.
Aspirium stores your WordPress password in encrypted form. Website credentials are kept separately from the information you submit in individual support requests.
Do I need to send my WordPress password with every request?
No. You provide your website access details once during Website Care setup. Aspirium securely stores those details for future Website Care requests.
What happens if I change my WordPress password?
Open Website Care and select Update access details before submitting your next request.
Does submitting a request use my Essential allowance?
Not automatically. Aspirium reviews the request before determining whether it counts as your included website fix.
When does my Essential allowance reset?
Your Website Care page displays the date your next included fix becomes available.
Can I submit more than one fix with Website Care Complete?
Yes. Website Care Complete and Aspirium Complete include unlimited eligible website fixes, subject to the Website Care terms and scope of service.
How will I know what’s happening with my request?
Updates appear within your Website Care account, and Aspirium will email you when a new customer update is posted.