Getting support is real easy, all you need to do whilst logged in with your membership is to navigate over to here:
Whilst typing out your questions you’ll be presented with some suggestions from our community, followed by some from our documentation. Take some time to look through those, your question may already be answered saving you some valuable time. If not, just continue opening a support ticket by filling in the form.
If your question is about a specific plugin or theme we offer then be sure to select that.
Ways of getting better support:
- First and foremost, ensure you’re using the most recent versions of WordPress, all themes, and all plugins.
- You should always test anything new including upgrades on a sandbox install first. If you do this on a production site then you do so at your own peril and we can’t be held accountable.
- When granting support staff access, you are giving us expressed permission to troubleshoot your issue. This involves temporarily deactivating plugins and themes; as well as editing code. Therefore it is important you do a backup first. If there is anything you don’t want us to do, let us know when granting access. We will work quickly to minimize downtime. You should grant access on sandbox installs when possible.
- Be clear and concise. Include the steps you’ve taken, version numbers, if you’re using multisite or single site, if you have errors, include the errors so we can see what they are.
- Detail how to recreate the issue, where and how it happens.
- Include illustrative screenshots where applicable that clearly show the problem.
- If you know there is a conflict with another plugin or theme then please include relevant details (for example the plugin name, and a link to where we can download it).
- Ensure you always follow up, your involvement in this process is crucial.
- Please do not lump several, unrelated questions into a single ticket. To keep things focused, on-topic and to avoid confusion, please create separate tickets for each issue or question.
- Please do not open multiple tickets for the same issue, this can cause confusion and problems for you where different paths are taken to investigate the same issue. This also causes delays for all members whilst multiple staff deal with multiple tickets in our support queue.
- Don’t bump threads multiple times within a short period of time, doing so can delay our response. We take tickets in order of oldest first by the ticket owner so multiple bumps could affect our response time to you.
- Don’t be flippant, rude or abusive, this won’t help anyone and won’t be tolerated.
- Don’t hijack someone else’s ticket unless you’re able to help with the issue at hand, remember they will receive post notifications too. Even if you have the same or similar issue it’s often best to open your own ticket to avoid any confusions or frustration for all members involved. Feel free to link to the original thread if you feel this would help in anyway.
Quite often an issue can be caused by a conflict with another plugin or theme, testing for conflicts can save a ton of time and helps to locate the issue much more quickly. You can do this by:
- Disabling all other plugins.
- Reverting to the default theme.
You then test again, if the issue has magically gone away then it seems there is a conflict. So, next we’ll activate one plugin at a time, and the theme too, when the issue returns this will tell us where the conflict exists. Be sure to include that information with your support request.
Here’s a flowchart to help:
Tip: If you’re logged into your site via FTP, renaming the /plugins/ folder in your WordPress install will do a soft deactivation on all plugins, this removes the code for testing and providing you don’t open the admin plugin page they won’t become deactivated in the database. You can then create a new /plugins/ folder and either move the plugins across one at a time or in batches whilst continuously testing.
Where the other plugin or theme is a commercial one we may need access to be able to test further.
Using this process will enable us to provide the best support we can, and fast! :)
WordPress also has an option to debug and grab any errors produced, you can read more on that from our article Debugging WordPress: How to Use WP_DEBUG.