Best Practices When Contacting Support

1. Search the HelpCenter

The answer to your question might already be in our Knowledge Base of articles. Get creative with your search terms and you can find an immediate solution to your question.

2. Errors and Bugs

  1. Ensure that WordPress,  your Theme and all Plugins are up to date.
  2. Try disabling all non TrueThemes related plugins. If this resolves the issue, please activate each plugin one by one to find out which plugin is causing troubles.
  3. Switch over to the default WordPress Twenty Fifteen theme. Are you still experiencing the same errors? If not then please submit a ticket for further assistance as it is likely an error with the theme.

3. Be Specific

Rather than, “My theme is broken, please help”, explain the relevant facts involved in your issue. The more clear and concise your question, the faster we can help. Sometimes screenshots can help show us the issue you are referring to.

4. Be Courteous

We understand your frustration, but we truly are on your side and here to help. Please be polite, respectful, and considerate. Foul language will not be tolerated.

5. One Question per Ticket

We ask you to please post only one question per ticket. It is much easier if we can focus on one question at a time to ensure we are providing the best possible support.

6. Link to Your Site

If your question relates to a specific site or page, please provide the direct link to the page in question.

7. Login Details

Often times we need to “see the error in action” by logging into the back end of the website. This hands-on approach enables our staff to provide you with the most timely and accurate response. Please provide us with a temporary WordPress Admin account to your website. We take your privacy very seriously and all data is encrypted over 256 bit SSL. All login information is deleted once our work has been completed.

8. Posting Code

Posting large chunks of code often makes a ticket difficult to read. Instead, we ask you to please paste your code using Snippi.com or something similar and submit it as a link in your post.