Support

How Support Works

To ensure the best possible support is delivered to all customers:

  • Our support hours are Monday to Friday, 9am – 6pm UTC.
  • Support is provided via email only, to ensure time is allotted to all customers equally (no Skype, screenshare etc)
  • Support requests must originate from license holders.
  • Standard Support: We aim to respond in 2 – 3 working days, but usually faster if we can (this applies to initial enquiries and responses).
  • Priority Support: We aim to respond in 1 – 2 working days, but usually faster if we can (this applies to initial enquiries and responses).
  • All support requests are handled oldest to newest – so bumping / following up a request within the above timescales will slow down the response time.
  • If you have not received a response within the above support timescales, please politely follow up with a single, further email.

Before Opening a Support Request

  1. Refer to the Documentation.  We work hard to ensure this is as detailed as possible, and covers as many questions / how-to’s.
  2. Clear any browser caching by force refreshing the screen in question
  3. Clear any server caching in the WordPress Administration interface
  4. Add the following to your wp-config.php file
    define( 'WP_DEBUG', true );
    define( 'WP_DEBUG_LOG', true );
    define( 'WP_DEBUG_DISPLAY', false );
  5. Perform the steps/task that you were unable to perform.
  6. Include any on screen messages from the Plugin, and attach your copy of wp-content/debug.log in your support request below.

Request Support

Being combative, belittling, condescending, brash or demanding won’t make us fix your issue any faster or result in a response. We’d much rather have a professional, polite interaction free of personal emotions so that we can focus on getting your issue fixed quickly, and welcome feedback post-support on areas that you feel we can improve on.  Thanks!
  • Reporting a bug / issue? Please don't just say something doesn't work; we can reproduce and fix issues a lot faster for support requests that include:
    - Theme and/or third party Plugins you're using
    - Steps you've taken to reproduce the issue
    - Any on screen messages or errors
  • Drop files here or
    Accepted file types: log, jpg, jpeg, png, gif, pdf, csv, zip, pdf, log, jpg, jpeg, png, gif, pdf, csv, zip, pdf.
    If reporting an issue, we require all of the following files:
    1. Plugin Export JSON file, zipped (Plugin Menu > Import & Export Sub Menu > Export tab > Export as JSON Zipped)
    2. WordPress debug.log file (wp-content/debug.log; enabled by following steps at the top of this page)
    3. Full-page screenshots of the issue (please, no cropped screenshots - we need to see *everything* you're seeing, not just what you think we need to see!)

    Please provide a link to any screencasts in the Message field above. Screencasts should only be submitted in addition to the above and a detailed Message - not as a substitute.