Support Policy

WpGnu is committed to providing quality customer support for a better user experience and satisfaction. To help users reach us no matter the situation, you can contact us through multiple contact mediums for any support needs. Our dedication and readiness have made our customer support stand out from the competition while ensuring maximum availability.

Enjoy Our Support Facilities

WpGnu offers fast, committed, and accurate customer support to solve common, urgent, and critical issues that our loyal customers may face while using one of our premium or non-premium products. We hope our support will meet your needs and make your web experience more enjoyable. We appreciate your time and patience as you take full advantage of our support system.

Everything That Our Support Covers

According to the standard of safe code practices, we provide extensive support for the following:

Plugin bug fixing
3rd-party plugin issues
Server blocking issues
Elementor panel loading errors
Package upgrading
Package renewing
Demo import/template library/live copy issues
Account management (WpGnu and related platforms)
Refund Policy
Translator cases
White label branding
Payment gateway errors
Theme compatibility issues
Common website issues (e.g., Elementor panel loading errors, 404 not found, memory limit issues)
And various other issues.

If we find that no issues are caused by our plugins, we are still happy to assist in resolving problems arising from:

Infected 3rd-party plugins
Infected theme files or unsupported themes
Common server-blocking issues
Accidental modifications to the default WordPress theme, etc.

Eligibility for Receiving Support

All users who own a WpGnu product through a legal purchase (protected by federal law) or using free plugins downloaded from valid sources (such as WordPress.org) are eligible for customer support. For premium product owners, support is available only if you have purchased the product through one of the following sources:

WpGnu Homepage
Individual Product Websites
Codecanyon

Please note, we do not provide support for plugins purchased from unauthorized sites. We are not responsible for any damages, including privacy issues, if the product was purchased from unauthorized sources, brokers, or links.

Medium of Support

We prioritize efficient customer support to ensure the fastest and most effective communication with our loyal customers. For inquiries, issues, bugs, installation problems, WordPress errors, site data errors, or trouble using our products, please use the following support channels:

Support Ticket
Live Chat
Social Media Platforms (Facebook, Instagram, Twitter, LinkedIn)

Our Live Chat support is available 24/7. If our agent determines that your issue requires more technical attention, it may be escalated to the technical team via a support ticket (you may or may not need to create a ticket at that time). Support is free for vulnerability and compatibility issues and full support is provided for premium products. We also offer pre-sale customer support to answer all your questions about our products, pricing, compatibility, support, and privacy policies. If you want to suggest any features, please visit our Suggest page and share your feedback. You can also email us at [email protected] and [email protected] for any inquiries. If your issue requires more time, you can move to Live Chat or send us a support ticket to continue. Additional contact mediums such as WhatsApp, Telegram, etc., can be arranged for faster support if needed.

Invalid Support Requests

Not all support requests are eligible for assistance. Support requests may be denied if:

A valid purchase email was not provided
Your license has expired or was canceled/refunded
You are trying to use our product on a website that does not meet the required environment for our products
Custom CSS/JS modifications were made to our products
Issues are unrelated to our products

If you contact us from a different email than your purchase email, please provide the correct purchase email to be eligible for support.

Response Frequency

We offer 24/7 customer support for all users of our products. However, due to limited resources, your support request may experience delays. We operate on a “first-come, first-served” basis, so please be patient. We aim to respond within 24 hours. Special Note: We frequently release updated versions of our products, which often resolve issues. Please update to the latest version before seeking support.

We Do Not Provide Support For Customized Plugins

WpGnu does not respond to support requests for modified versions of our plugins. Any modifications or tampering with the plugin structure will invalidate it for support. We strongly encourage our customers to avoid altering plugin code that could lead to plugin nullification. This includes:

All nulled plugins
Features added that we did not perform
Security bypassing
Modified older versions of plugins

Note: We do have the right to customize our plugins as per consumer needs. These changes will be reflected in the plugin changelog and updated versions will be released promptly. We advise against modifying plugins yourself or via third-party services. If you need additional features, contact us, and we will try to add them as soon as possible.

Other Information

WpGnu is a licensed authority to handle and distribute valid plugin licenses globally. We welcome questions and queries regarding our products. Please refrain from using the support medium for:

Learning web development
SEO consultancy
Site migration support
Compatibility issues with nulled/unavailable/wp-unsupported themes or plugins

Please note that we may ask for private information such as website username and password to investigate your issues. We recommend preparing backups before sharing credentials. We may debug your site using intense coding practices, which could cause data loss or significant changes to the frontend. For this reason, we encourage using a staging or testing site to protect your data. Please ensure you do not share your site’s credentials with others to avoid privacy risks. The information provided will be handled with extreme caution and only accessible by you and our in-house support team.