Support is email, answered by the person who wrote the plugin. There is no ticket queue, no first line reading from a script, and no chat widget that turns out to be a form.
Tell us what happened
Licence holders get a reply within one business day, and usually the same day. Using a free version and stuck on something? Ask anyway: the WordPress.org forum for each plugin is read too, but this reaches us faster. Everything except the site address is what makes the first reply an answer rather than a question.
Three things worth checking first
Not to put you off writing. These plugins are built to explain themselves, and often the answer is already on screen.
- Open the plugin’s Status screen. It reports what is active, what this browser has stored and what every feature is doing, which answers most of these questions on its own.
- Load the page in question and open the debug panel. It names what was captured, which rule matched and what was replaced.
- Check the documentation and the Documentation screen inside the plugin.
What to put in the email
- Which plugin, which version, and whether the paid tier is active.
- WordPress and PHP versions, from Tools → Site Health → Info.
- What you expected to happen, and what happened instead.
- A URL we can look at, and a screenshot of the Status screen or the debug panel.
What support covers
- The plugin not doing what its documentation says
- Bugs, including ones only your site reproduces
- Help understanding a setting or a report
- Conflicts with another plugin or theme, as far as we can see them
- Licence, invoice and activation problems
What it does not
- Building or customising your site
- Writing your tracking or campaign plan for you
- Fixing bugs inside somebody else's plugin
- Custom development, though we are happy to be asked
Found a security problem? Write to [email protected] rather than posting it in public, and you will get an answer the same day. Tell us how to reproduce it and we will tell you when it is fixed and released.
Ask about one plugin
- Attribution Tracker with the form already filled in for it.
- Dynamic Content with the form already filled in for it.
- Responsive Focal Point with the form already filled in for it.
Everything is documented
Every setting, every action and every filter, inside the plugin and on this site. Worth a look before writing, and no harm done if you write anyway.