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.
Additional Links
WpGnu reserves the right to modify or update this support policy at any time, with or without prior notice. All rights reserved.
