1. Home
  2. General
  3. Getting premium support

Getting premium support

We really want to help you get the most of our plugins and, in an ideal world, you would never need to reach out for any issues. Unfortunately, there might be unforeseen use-cases, untested configurations, or other reasons why you might need to get in touch with us.

If you have an active license for one of our plugins, then you are entitled to premium support from our staff on any issues you might have. The validity of your license is verified through our reseller, Freemius.

All premium support takes place on our dedicated support forum located at deep-web-solutions.com/support. This allows us to keep an easy overview of all support requests and also lets other customers browse through previous solutions for issues similar to their own.

Logging in

While the support topics are public, only logged-in users with a valid license may create new topics or comment on existing ones. You may log in here.

If you try to create a new topic while logged out, you’ll be automatically forwarded to the login page and returned after a successful login attempt.

The credentials to your account are the same ones you’ve received via email shortly after your purchase. If you can’t find the email, you can click the “Forgot password” link to change your password as long as you still remember the email that you’ve made the purchase with.

Posting a new topic

If you haven’t already, we recommend reading this topic that explains how to do that exactly. Basically, after selecting the forum dedicated to the plugin you’re having issues with, simply click on the New Topic button to start:

That will prompt the topic creation overlay to show up. Describe the issue you’re facing as clearly as possible, ideally with reproducible steps, and click on Submit Topic to publish your query.

Do not include any sensitive information within the topic title or content. If you want to share something sensitive with us, please do so in a reply to your own topic after submitting it. Comments can be marked as private which allows only you and our staff to view their content.

What type of support is included

We’d like to be able to help you out with all of your issues but we can only realistically be of much help when it comes to our plugins and their stated functionality. Typical support queries include but are not limited to:

  • Bugs related to the stated functionality of our plugins
  • Issues with activating and/or using our plugins
  • Compatibility issues with 3rd-party plugins/themes

While we have full control over the first 2 bullet points, there might be situations where we can’t do much without cooperating with the authors of the 3rd-party plugins/themes. We will do our best to help you find a workaround and to work together with said authors in finding a stable long-term solution but, depending on circumstances, that might not always be possible.

Similarly, there are a few queries that are not covered by our support policy:

  • Feature or customization requests (read more about custom development)
  • Unrelated issues caused by 3rd-party themes and/or plugins

Basically we can’t promise to solve issues that are unrelated to our plugins and we can’t promise you that we’ll incorporate a feature we didn’t advertise.

If in doubt, post your topic anyway! We usually try our best to help out in any way we can.

Updated on May 21, 2021

Was this article helpful?

Related Articles

Need Support?
Can’t find the answer you’re looking for? Don’t worry we’re here to help!