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Troubleshooting and Support

Troubleshooting steps, support contact paths, migrations, and unresolved questions.

By Chetna

• 4 articles

How can I get help with my Moodiy account or Moodle site?

Start with the Help Center for common questions. If the article does not answer your question, use the Moodiy client portal to contact support. Best support path: 1. Sign in to the Moodiy client portal. 2. Open Conversations or the support area for the relevant subscription. 3. Start a new conversation. 4. Include the site URL, subscription, screenshots, error message, and what you were trying to do. For service-specific issues, open support from the affected subscription when possible. This helps the support team see the correct context. For sales, Enterprise, custom implementation, or quote questions, use the enquiry or quote path if it is available in the portal.

Last updated on May 13, 2026

What should I do if users cannot access my Moodle site?

Start by checking whether the problem affects everyone or only some users. If everyone is affected: 1. Open the Moodiy client portal and check the subscription status and alerts. 2. Check whether the service is suspended, waiting for payment, scheduled for termination, pending setup, pending downgrade or upgrade, or under scheduled/ongoing maintenance. 3. If you use a custom domain, verify that DNS is still configured correctly. 4. Try the original Moodiy subdomain if it is still available. If only some users are affected: 1. Confirm their Moodle username or email is correct. 2. Ask them to reset their Moodle password. 3. Check whether their Moodle account is suspended, deleted, or not enrolled. 4. Confirm the course enrolment and role are correct. 5. Ask them to try another browser or network. If the issue continues, contact support with the site URL, affected users, error message, and when it started.

Last updated on May 13, 2026

Can Moodiy help migrate my existing Moodle site?

Yes. Moodiy supports migration paths for existing Moodle sites, but the right path depends on your plan, source site, and whether you want managed migration support or a self-service import. Paid Essentials plans include one-time migration support for an old but supported Moodle version, subject to the curated plugin set available in Essentials. Premium and Enterprise plans include broader migration support and more flexibility for custom plugins, themes, and infrastructure. The client portal also includes self-service import workflows for an existing Moodiy site, including ZIP or object-storage based source packages where supported. Imports are available for free or paid sites, can overwrite the current site data, and include one free import per quarter; additional imports in the same quarter may require payment. Before requesting managed migration support, share the current Moodle version, hosting provider, database type, site size, custom plugins/themes, and preferred timeline. This helps Moodiy confirm whether the migration is straightforward or needs a paid/custom scope.

Last updated on May 13, 2026

What if I cannot find an answer in the Help Center?

If the Help Center does not answer your question, start a support conversation from the Moodiy client portal. Include enough detail for the team to investigate without multiple follow-ups: 1. Your site URL or subscription. 2. The page or workflow where you are stuck. 3. The exact error message, if any. 4. Screenshots with private data hidden. 5. What you expected to happen. 6. When the issue started. For billing questions, include the invoice number. For migration, backup, import, custom domain, or plugin questions, include the relevant request ID or domain if you have it. Use the same conversation for follow-up on the same issue so context stays together.

Last updated on May 13, 2026