Getting help

Email us

Write to [email protected]. There is no form on this site and no ticket portal to log into. Replies come from a person during Irish business hours.

It helps if you can include:

• The site the plugin is installed on.
• Which plugin, and the version shown on the Plugins screen in wp-admin.
• What you expected to happen and what happened instead.
• The date and time of a submission that did not arrive, if that is the problem — the plugin logs every push, so a time is usually enough to find it.

What the licence covers

A current licence covers updates to the plugin, compatibility work as WordPress, PHP and the systems the plugin connects to change, and support by email about the plugin itself. It is one price per site, per year, and it renews on your invoice alongside the rest of what we do for your site.

It does not cover work on the rest of your site, changes to what the plugin does, or a third party's own service. Where a plugin talks to an outside system, that system's behaviour and its availability are outside our control — we can tell you what was sent and what came back, which is what the log is for. Bigger changes are quoted separately as work.

The plugins listed as free are a different arrangement: they are under the GPL, there is nothing to renew, and they carry no support commitment. Write to us about one anyway — a bug report is worth having and it is read — but the promise of an answer is part of what a paid licence buys.

The full terms are on the licence terms page.

Updates

We prepare updates and install them on your site as part of its regular update run. There are no licence keys to enter and nothing to click in wp-admin. If your licence lapses the plugin keeps working as installed; it stops receiving updates.