Support
How to get help with a plugin, and what to expect when you ask.
Where to ask
Free plugins
Use the support forum on the plugin's WordPress.org listing. It is the fastest route to us, and it leaves the answer where the next person with the same problem will find it.
Custom work and everything else
Email us directly. Use this for questions about a custom build, anything involving your site's private details, or a security issue you should not post in public.
What to expect
We answer support email within two business days, and usually sooner. We are a small shop, so we do not staff a weekend shift — a Friday evening message gets picked up Monday.
Clients on an active custom build or a maintenance agreement have priority and agreed response times in writing; those take precedence over the general queue.
If something is broken on a live site and costing you money, put urgent in the subject line and describe the impact in the first sentence. We will triage it ahead of the queue.
What to include in a report
Most support threads end up being three round trips of us asking for the same four things. Including them up front usually saves a day:
- WordPress version, PHP version, and the plugin version you are running
- Your active theme, and any plugin you suspect is involved
- The exact steps to reproduce it, in order
- What you expected to happen, and what happened instead
- The full error message or a screenshot, if there is one
In WordPress, Tools → Site Health → Info has most of the version numbers on one screen and a copy button that grabs them all.
Before you write in
Two things resolve a surprising share of plugin problems. Update the plugin to the current version — the bug may already be fixed. Then, on a staging copy rather than your live site, deactivate other plugins to find out whether something else is conflicting.
Reporting a security issue
Email support@webstuffguylabs.com with the details rather than posting them in a public forum. We will confirm receipt, tell you what we find, and credit you when the fix ships if you want the credit.