🔍 Overview
Two of the most common issues in Website Studio involve custom code scripts not appearing in the published HTML and SSL certificate errors on the www subdomain. This article explains what these issues are and what information to have ready when contacting support to resolve them.
⚙️ Custom Code Not Appearing in Live HTML
After adding a custom code snippet and publishing your site, you may notice the script is missing when you inspect the live page source. This is typically related to how Website Studio compiles custom code during the publishing process — the script may not be included in the final HTML output as expected.
Because this involves backend compilation behavior, our team will need to investigate directly. To help us resolve this quickly, please have the following ready when you reach out:
- The name of the affected Website Studio site or project.
- The exact custom code snippet you added.
- The live URL where the script is not appearing.
- The approximate time you last published the site.
- A screenshot or copy of the live page source showing the script is absent.
🔐 SSL Certificate Errors on the www Subdomain
When you connect a custom domain to your Website Studio site, SSL certificates must cover both the root domain and the www subdomain. Issues with how the www subdomain is routed to the platform can result in a certificate error when visitors land on the www version of your site.
Resolving SSL routing for the www subdomain requires backend configuration by our team. Please have the following ready when you contact us:
- Your custom domain name (both root and www versions).
- The exact SSL or browser error message you are seeing.
- The name of your Website Studio site or project.
- Any recent changes you made to your DNS settings.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.