How do I get support?
Quick answers at your fingertips.
Start by visiting our knowledge base to search for quick troubleshooting answers and step-by-step guides on using our free and Premium plugins. Another way to start your search is to click the ‘? Help’ chat prompt from the bottom right corner of this page.
Using the free Standard plugin?
Visit the WordPress.org forum for the plugin you are using, linked below, to find answers. If you do not find answers in an existing thread, go ahead and start a new one. Please do not use the forum for support on Premium features.
Premium member?
If you’ve upgraded to a Premium plugin, you have access to Premium email support. Our tech team located in the United States will be in touch for 0ne-on-one help.
For help right now, click the ‘? Help’ chat prompt at the bottom right corner of this page. Use the ‘Premium Support’ button to start a support request.
Help is always available from your WordPress site where you’ll find our contact form conveniently located in our plugin settings menu. Click ‘contact us’ to submit a ‘technical support’ request.
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.
Non-WordPress Modules/Plugin Support
If you’re using a module, add-on, or plugin that isn’t installed on WordPress—like Help Scout for Blesta—you’ll find plenty of helpful information in our knowledge base. If you have any questions or need assistance, just start a support email using the ‘Premium Email Support’ form from the top menu of the knowledge base. You can also click the ‘? Help’ chat prompt at the bottom right corner of this page and use the ‘Premium Support’ button for assistance. We’re here to help!
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. Please, use any available methods for support during the trial period.
I need to submit a bug.
If you encounter an issue with our plugin, it may be classified as a bug. We encourage you to report any bugs so that we can address and resolve them promptly. However, please note that not all issues qualify as bugs, and some may require different levels of attention. We appreciate your feedback and aim to ensure a smooth experience for all users.
Is it a bug? 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 discuss security issues in the WordPress.org forum.*** Public forums increase the risk for websites using a plugin by exposing vulnerabilities to malicious actors.
How to submit a bug:
There is a bug submission form available from our plugin settings page.
- Login to your WordPress site and navigate to our plugin settings page.
- Use the ‘contact us” form located in the plugin navigation menu.
- Select ‘bug from the form drop down.
- 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.
Non-WordPress module/plugin users can visit our knowledge base and click the ‘Premium Email Support’ form located in the top menu to contact support. Alternatively, you can click the ‘? Help’ chat prompt in the bottom right corner of this page for assistance.
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’m thinking about upgrading but I have questions.
We are here to answer your questions prior to upgrading. Use the ‘contact us’ form located in our plugin settings page on your WordPress site. Select ‘pre-sale question’ from the form drop down.
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.
What is the subscription length?
Our WordPress plugin Premium license plans are monthly and yearly. The plan automatically renews until it’s cancelled. Our non-WordPress plugins/modules provide a lifetime license with a subscription plan for ongoing support and updates.
What happens if my subscription expires, will I lose Premium features?
Renewal plans that are unpaid will lose access to Premium plugin features, updates and support. Non-WordPress plugins/modules will lose access to ongoing support and updates.
I have a billing or license issue.
To contact us about your billing or license issue please visit the contact form from the plugin settings page on your WordPress site, and select ‘billing issue’.
Non-WordPress module/plugin users can visit our knowledge base and click the ‘Premium Email Support’ form located in the top menu to contact support. Alternatively, you can click the ‘? Help’ chat prompt in the bottom right corner of this page for assistance.
How do I end my free trial without getting charged?
If you are on a free trial there is no credit card information collected. When your trial period is over simply do nothing and your plan will switch back to the free Standard plugin.
How do I cancel my plan?
Visit your WordPress dashboard, go to our plugin settings page “account” tab and click “downgrade” which will cancel future billing. Alternatively, visit your 5 Star Plugins account to end auto-renewal while keeping your plan active.
I purchased a license but it didn’t switch to Premium.
- After upgrading to Premium you must install and activate the paid plugin file.
- If your website uses caching you may also need to clear your website and/or server cache.
- If you already had the Premium plugin installed prior to completing the upgrade, visit the plugin page > account > and click sync to update the license.
If you are still experiencing issues, please contact us.
I have an idea to share.
We’d love to hear your ideas and suggestions for improving our technology or features. Send us a ‘feature request’ using the contact form on the plugin settings page in your WordPress site.
Non-WordPress module/plugin users can visit our knowledge base and click the ‘Premium Email Support’ form located in the top menu to contact support. Alternatively, you can click the ‘? Help’ chat prompt in the bottom right corner of this page for assistance.
If you’ve upgraded to a Premium plugin, you have access to Premium email support. Our tech team located in the United States will be in touch for 0ne-on-one help.
For help right now, click the ‘? Help’ chat prompt at the bottom right corner of this page. Use the ‘Premium Support’ button to start a support request.
Help is always available from your WordPress site where you’ll find our contact form conveniently located in our plugin settings menu. Click ‘contact us’ to submit a ‘technical support’ request.
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