Getting help

Email us

Write to [email protected]. There is no form on this site and no ticket system 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.

Your account

Every download on this site comes from an account, the free plugins included — there is no public download link, because an open zip is an invitation to every bot on the internet. Your account at axplugins.com/account/ lists the plugins you are licensed for, plus anything we give away free, and lets you download the current version of each. We set it up when the licence is issued, or on request for a free plugin — there is nothing to register for, and you do not need it for the plugin to work. It also shows each licence’s key and the sites it is in use on, and lets you remove a site you no longer use.

It is not a support system. Questions still go to the address above, and they are answered by the same people.

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 — or for the number of sites the plugin’s page gives — 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

A new version appears in Dashboard → Updates in wp-admin, like any other plugin. For a paid plugin, enter its licence key once — it is on the Licences page of your account — with the Licence link under the plugin’s name on the Plugins screen. The free plugins need no key. If we look after your site, the key is already set and we install updates as part of its regular update run.

If your licence lapses the plugin keeps working as installed. WordPress still tells you a new version exists, but it cannot be downloaded until the licence is renewed.

A licence covers the number of sites its plugin’s page gives. Staging and local copies of a site are not counted. To move a plugin to another site, remove the old one on the Licences page of your account; a site that still has the plugin installed is recorded again the next time it checks for updates.

The current version is also in your account if you ever want the zip itself.