Support

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 as possible.
  2. Add the following to your wp-config.php file, making a note of both on screen errors that subsequently follow, and the contents of wp-content/debug.log
    define( 'WP_DEBUG', true );
    define( 'WP_DEBUG_LOG', true );
    define( 'SCRIPT_DEBUG', true );
    @ini_set( 'display_errors', 1 );
  3. Deactivate all third party Plugins, and re-activate them individually, testing each time until the issue / conflict / error occurs.  We do not require this step on high traffic production (live) sites.

How Support Works

To ensure the best possible support is delivered to all customers, we follow a few basic rules:

  • Our support hours are Monday to Friday, 9am – 6pm UTC.
  • Support is provided via email only.
  • 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.

Open a Support Request

No matter how frustrated you may be, approaching us in a belittling, condescending, brash manner; expecting an immediate resolution, demanding something or being plain rude won’t make us fix your issue any faster.  We’d much rather have a professional, polite interaction so that we can focus on getting your issue fixed quickly. Thanks!
  • A brief description e.g. "Cannot login"
  • Reporting a bug / issue? Please don't just say something doesn't work; providing us with steps you've taken to reproduce the issue allows us to provide better and faster support.

  • Drop files here or
    Accepted file types: 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 (Plugin > Import & Export > Export)
    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.