We strive to earn five star WordPress ratings so please, let us help you solve your problem. Our U.S. based team provides customer support through the WordPress forum on free plugins and through priority email to Premium members.

IMPORTANT NOTE: DO NOT USE THE WORDPRESS FORUM FOR SUPPORT ON PREMIUM FEATURES BECAUSE MODERATORS DO NOT ALLOW IT.

I have questions.

Using the standard free plugin?

Start out by visiting our Knowledge Base for common questions and detailed guides. If you do not find your question, head over to the WordPress.org forum (see options above) to find answers posted by others. If you do not find answers in an existing thread, go ahead post a new one. We answer WordPress forum threads within in few days, depending on weekends and holidays.

Premium member?

Get one-on-one support by email if you’ve already upgraded your plugin to Premium. There are two ways to send an email. The first way is to visit your WordPress dashboard plugins page, click “contact us” from the plugin menu and submit a “technical support” request.

5 Star Plugins contact us dashboard screenshot for Premium plugin support.

Click to view full sized screenshot.

If this option is not available, it could mean that you have not yet upgraded or there are problems with your license. In the latter case submit a “billing issues” request using the same form.

The other way to start an email is to visit our Knowledge Base now and click “Premium Email Support” from the top menu. 

I need to submit a bug.

Is it a bug? A bug can happen anywhere and if you come across one in our plugin we want to hear about it, and fix it quickly! Some issues are not necessarily a bug and should not be escalated as such.

A bug can be broadly defined as experiencing:

  • An unexpected or undefined error message that appears to have come from our plugin or as a result of using our plugin.
  • The plugin is working in an unexpected way or appears broken.
  • You are a savvy developer too and have discovered a security concern.

DO NOT POST SECURITY ISSUES TO THE WORDPRESS.ORG FORUM!!! Public forum increases the risk to websites using a plugin by announcing the vulnerability to bad actors.

How to submit a bug.

There is a bug submission form available from our plugin settings page.

  1. Head to your WordPress dashboard, plugin page.
  2. Click “contact us” from the plugin navigation menu.
  3. Choose “bug” from the form.
  4. Describe the concern, including the steps you took to encounter the problem, what device was used if relevant to display issues, and any other pertinent information to help our developers understand and recreate the issue. If you experience an error message be sure to copy and paste it into the description.

Please do not use the bug submission form for support on a free plugin. For questions about how to use our plugins or troubleshooting issues specific to your website please use the free WordPress forum and Premium support methods.

I need help troubleshooting or with using the plugin.

If you’ve tried everything and didn’t find the help you need from the Knowledge Base, you can reach out to troubleshoot with our WordPress experts. Premium members can begin troubleshooting by sending a detailed description of the problem or what you’d like to accomplish, and screenshots if they will be helpful, through Premium email support. Find a link to “contact us” from your WordPress dashboard plugins page, and choose “technical support.” Or, visit the Knowledge Base to use the link from the top menu now. One-on-one troubleshooting is only available to Premium members. 

For help on how to use our standard free plugins, please visit the WordPress.org forum for the plugin you are using.

I have a billing or license issue.

If you need to resolve a billing or license issue, please contact us using the form from your WordPress dashboard plugin page. Select “billing issue” for both and let us know how we can help. Here are common questions from customers.

How do I end my free trial without getting charged?

If you are on a free trial there is no credit card information collected. It is only collected at the point of checking out after selecting a plan. When your trial period is over simply do nothing and your plan will switch back to the standard free plugin automatically.

How do I end my paid plan?

Renewal of a monthly or annual plan can be cancelled by visiting your WordPress dashboard plugin page, click the “account” link from the menu, and find options to cancel renewal of future billing. If you’ve made a mistake in signing up for a plan, or have discovered you’ve somehow purchased it twice, please use the “contact us” form in your WordPress dashboard plugin page to submit a “billing issue” with details.

My plan auto renewed before I could cancel it.

If you didn’t cancel the plan before it auto renewed, no problem. You have 30 days to cancel your plan. From your WordPress dashboard plugin page, click the “account” link from the menu to cancel your plan. Then contact us to submit a “billing issue” for a refund.

I purchased a license but it didn’t switch to Premium.

When you upgrade to the Premium plugin you will see a prompt that your payment was successful with a download link to the Premium plugin file. You will also receive an email with the link. Download the file then install the zip file to “plugins” select “add new plugin.” Don’t forget to activate the plugin once it has completed uploading. If you are still experiencing issues, please use the “contact us” form in your WordPress dashboard plugin page to submit a “billing issue.”

I am on a free trial, which support is for me?

Thank you for test driving our Premium plugin. During your trial period we want you to get the plugin working so that you love it. So please, use any of the methods for support. During your trial period you will find a link to “contact us” from your WordPress dashboard plugins page, and the Premium option for “technical support” available. This is the route for one-on-one email support with our experts. Before you wait for answers, you might start by visiting the Knowledge Base to find guides readily available and common troubleshooting FAQs. 

I’m thinking about upgrading but I have questions.

We are here for it. Send us a “pre-sale question” using the “contact us” form from your WordPress dashboard plugin page.

Here are common pre-sale questions.

What is your refund policy?

30-day satisfaction guarantee.

Payment types accepted?

We accept PayPal or credit/debit payment through secure online checkout. You do not need a PayPal account to complete checkout.

5 Star Plugins payments accepted - PayPal, credit card, debit card - secure payment processing McCaffee Secure, PayPal verified, Comodo secure

What is the subscription length?

Our Premium plugin license plans are monthly, yearly or for select plugins lifetime plans. A monthly or yearly plan automatically continues with auto renew billing. A lifetime plan takes a one-time payment.

What happens if my subscription expires, will I lose Premium features?

Renewal plans that are unpaid will lose access to Premium plugin features, Premium updates and Premium support. If you are on a lifetime plan your license never expires or renews.

I have ideas.

We want to hear them! Send us a “feature request” by visiting your WordPress dashboard plugins page, then click “contact us” from the plugin menu.