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. Learn how best to ask for support by reading this article.  This will save time and frustration, resulting in your issue being fixed faster.
  3. 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 );
  4. Deactivation of third party Plugins, reintroducing third party Plugins one by one, 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 (this applies to initial enquiries and responses).
  • Priority Support: We aim to respond in 1 – 2 working days (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.
  • A brief description e.g. "Cannot login"
  • Reporting a bug / issue? Please don't just say something doesn't work; providing us with things you've tried in a way that we can follow allows us to provide better and faster support. Access and credentials to a site with this issue also greatly reduces support timescales.

  • Drop files here or
    Accepted file types: log, jpg, jpeg, png, gif, pdf, csv, zip, pdf.
    If reporting an issue, we require the following files:
    1. Screenshots of the issue
    2. WordPress debug.log file (wp-content/debug.log; enabled by following steps at the top of this page)

    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.