How to get help
Email [email protected] from the address you purchased with, and include your order number or licence key if you have it. That is the fastest route and the one that reaches a human.
If you are using the free version, please post in the WordPress.org support forum for the plugin instead. It is staffed, it is public, and your question and its answer help the next person who searches for the same thing.
How long we take
We reply within two business days. Most enquiries are answered the same working day. We would rather commit to two days and beat it than promise an hour and miss it.
We are a small team, supported by automation. If your issue is urgent because a store is losing money right now, say so in the subject line and it moves to the front.
Before you write
Many questions are already answered, and you will get an answer faster by looking first:
- Each plugin has documentation covering installation, licence activation, and the free/Pro boundary.
- The refund policy explains exactly when a refund is available.
- Licence keys and activation counts are shown on your account page.
What to include
- Your WordPress and WooCommerce versions.
- The plugin version.
- What you expected to happen, and what happened instead.
- Any error message, in full.
If you can reproduce it on a staging site, that helps enormously. Please never send us production database dumps or customer data.
Licences and activation
A licence covers a set number of sites, shown on your account page. You can move a licence between sites at any time by deactivating it on the old site first. If you have run out of activations because a site was rebuilt or migrated, email us and we will reset them — it happens constantly and we do not charge for it.
Feature requests and bug reports
Both are genuinely welcome, and both are read. A bug report with reproduction steps goes into a queue that is reviewed regularly. A feature request gets an honest answer, which sometimes is no.
Security issues
If you believe you have found a security problem, please email us rather than posting publicly, and give us a reasonable chance to fix it before disclosing. We will credit you if you would like.