Support Policy

The Support hub routes product questions to the right place. General and privacy enquiries can be sent to hello@wpgoplugins.com.

Support routes

• Product documentation: Documentation hub.
• Free-edition help: the product’s public WordPress.org forum, best effort.
• Current paid product or retained legacy entitlement: the private support route linked from the Support hub.
• Earlier account, download or purchase history: My Account.
• New purchase, invoice, licence or subscription management: Freemius Customer Portal.
• General or pre-sales question: Contact Us.
• Private security report: hello@wpgoplugins.com with a clear security subject.

Do not post licence keys, passwords, personal customer information, private backups or vulnerability details in a public forum.

Eligibility and scope

Paid support is available for a current Freemius licence or a retained verified legacy entitlement. It may cover installation and activation of the latest supported release; documented features and settings; reproducing a suspected product defect; reasonable compatibility investigation; licence, update, download and account routing; and relevant documentation or a known workaround.

Unless separately agreed, support does not include custom development or design, general WordPress administration, recovery of an unmaintained site, repairing unrelated hosting/themes/plugins, or guaranteed compatibility with unsupported or end-of-life software.

What to include

A useful request includes the product and version, WordPress and PHP versions, the expected and observed result, concise reproduction steps, and relevant redacted error text. If it is safe, say whether the issue persists with a default theme or minimal plugin set on a non-production copy.

The launch forms do not accept file uploads. Do not send administrator passwords, one-time login codes, payment-card or bank data, complete licence keys, private keys, customer exports or unredacted databases. WPGO Plugins will not request temporary administrator credentials unless a separate secure, time-limited and auditable transfer-and-deletion process is introduced.

Response targets

Normal business hours are Monday to Friday in the Europe/London timezone, excluding UK public holidays. WPGO Plugins aims to acknowledge an ordinary eligible request within two business days. This is an operational target, not a guaranteed service level or resolution time.

A reproducible defect may require a product update. Another request may be resolved with documentation, configuration guidance, a workaround, a refund review or confirmation that the requested feature is not included.

Security reports

Send a private report to hello@wpgoplugins.com with a clear security subject. Include the product/version, impact, prerequisites, reproducible steps and a safe proof that contains no real customer data. WPGO Plugins aims to acknowledge a credible security report within one business day, without promising a particular fix or disclosure date before triage.

Privacy, billing and refunds

Support records and diagnostics are handled under the Privacy Notice and are normally kept for up to 24 months after a case closes. A support message cannot cancel an external Freemius or FastSpring subscription merely by changing a WordPress account. Use the appropriate customer portal for billing actions. Refund eligibility follows the Terms of Sale and Refund Policy.