Information for our customers

Dear users!

Our support team works from 9 AM till 5 PM (UTC+2) from Monday till Friday. If you’ve got any questions, please do not duplicate them and be so kind to give us a chance to try to resolve the issue.

We strongly recommend you to submit your questions at our Help Center or submit a request via the contact form on our official website (in case if you failed to do it via Help Center).

All your comments asked at different forums, including WordPress forum, are reviewed no more frequently than once a week. We are trying our best to give you an answer as soon as possible, but unfortunately, our possibilities are limited. That’s why we attach primary importance to questions on paid versions of our products, we try to answer them within 24 hours on weekdays.

As for our free products, you should understand, that they have GPLv2 or later, which states that we are not responsible for the work of a plugin on your site, moreover for its compatibility with other plugins or custom themes, and we are not obliged to support such products, but we do it, because we take care of our products’ users. Taking into account the information mentioned above, we will do our best to give the answers to your questions within 5-10 weekdays.

Before submitting a request, please, update the product to the recent version, verify its availability with the installed standard WordPress theme (Twenty Seventeen, Twenty Sixteen, Twenty Fifteen), try to deactivate the other installed plugins to clarify if one of them doesn’t conflict with our product.

All our products undergo the procedure of scrupulous testing, nevertheless, we are not able to test their compatibility with all existing plugins and themes. Every site is unique in its own way, that’s why we strongly recommend to use the testing environment to check the availability of our products (as well as any other) to fit together with your theme, content and plugins. Such an approach makes it possible to minimize all possible misunderstandings.

To make your communication with the support team as fast and efficient as possible, please, note in your request the following information:

  • A link to your website page, where the problem is;
  • A screenshot of the product settings page;
  • System status (follow the instruction).

 

The terms of giving answers in the form of a summary table, business days of our company - Monday till Friday.

  Free, buisiness days Plus, business days Pro, business days
Help Center ticket 5 4 1
Contact Form request 5 4 1
Wordpress forums, comments, tweets we can’t guarantee anything we can’t guarantee anything we can’t guarantee anything
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