Support Policy

Support is available for any issue directly related to our plugin:

• Bugs and unexpected plugin behaviour
• License activation and account issues
• Questions about how plugin features work
• Guidance on getting the most out of bulk editing workflows
• Compatibility with standard WooCommerce and WordPress setups

The following fall outside our standard support scope:

• Custom development or code modifications
• Conflicts caused by third-party plugins or themes we have no control over
• Server configuration, hosting issues, or PHP environment problems
• Issues on outdated versions of our plugin - please update before reaching out
• WordPress or WooCommerce bugs unrelated to our plugin
• Training or general WooCommerce guidance unrelated to our product

If your issue stems from a third-party conflict, we'll let you know what we find and point you in the right direction - but resolving it is beyond what we can commit to.

We aim to respond to all Pro support requests within 1-2 business days, Monday through Friday. We don't offer weekend support, so requests sent Friday evening may be answered Monday.

Complex issues that require investigation or testing may take longer. We'll always acknowledge your request and keep you updated if we need more time.

The more context you give us upfront, the faster we can help. Please include:

• Your license email address
• WordPress and WooCommerce versions
• Plugin name and version
• A clear description of the issue - what you expected vs. what happened
• Screenshots or screen recordings if the issue is visual
• Any error messages from the browser console or WordPress debug log

Sending this upfront cuts the back-and-forth significantly.

To get the best support experience:

• Keep our plugin updated to the latest version before reporting an issue
• Keep WordPress and WooCommerce up to date
• Test with a default theme (Storefront or Twenty Twenty-Four) if you suspect a theme conflict
• Open one ticket per issue - multiple tickets for the same problem slow things down
• Respond to our follow-up questions promptly so we can keep your case moving

Free versions of our plugins are supported through the WordPress.org support forum for each respective plugin. We monitor it and respond when we can, but response times are best-effort and may be slower than Pro support.

If you regularly run into limitations in the free version, upgrading to Pro gets you priority email support alongside the additional features.

Bug fixes and plugin updates are available to all active license holders. Updates are delivered automatically through the WordPress dashboard - no manual download needed.

When a WordPress or WooCommerce update breaks something in our plugin, we prioritise a fix and ship it as quickly as possible. If your license has expired, you won't receive updates - but you can renew at any time from your Freemius account.

We may update this Support Policy from time to time. Changes will be reflected by the updated date at the top of this page. We'll always aim to improve our support, not reduce it.