Before Opening a Support Request

  1. Ensure your web host meets the Hosting Requirements
  2. Ensure the Plugin is up to date, per the applicable Changelog and Updating Documentation
  3. Refer to the Documentation.  We work hard to ensure this is as detailed as possible, and covers as many questions / how-to’s.
  4. Clear any browser caching by force refreshing the screen in question
  5. Clear any server caching in the WordPress Administration interface
  6. If technically able to, view your web browser’s console/log, performing the steps/tasks that you were unable to perform and including any error messages displayed.
  7. If technically able to, add the following to your wp-config.php file, performing the steps/tasks that you were unable to perform and including a copy of the resulting wp-content/debug.log file:
    define( 'WP_DEBUG', true );
    define( 'WP_DEBUG_LOG', true );
    define( 'WP_DEBUG_DISPLAY', false );

Request Support

  • Reporting a bug / issue? Please don't just say something doesn't work; we can reproduce and fix issues a lot faster for support requests that include:
    - Theme and/or third party Plugins you're using
    - Steps followed to setup, including any documentation links
    - Steps you've taken to reproduce the issue
    - Any on screen messages or errors

    Please don't submit login details; if we require access to a site after initial triage, we'll request this.
  • If possible, please provide a link to a screencast demonstrating the issue (maximum 2 minutes). A screencast should only be submitted in addition to the above and a detailed Message - not as a substitute.
  • Drop files here or
    Accepted file types: log, jpg, jpeg, png, gif, pdf, csv, zip, pdf, log, jpg, jpeg, png, gif, pdf, csv, zip, pdf.
    If reporting an issue, we require:
    1. Plugin Export JSON file, zipped (Plugin Menu > Import & Export Sub Menu > Export tab > Export as JSON Zipped)
    2. 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!)
    3. Any log files that you were able to produce above.