WPMU DEV has a solid team of support superheroes from around the world working together to help you resolve common and not-so-common WordPress issues, and help you to get WPMU DEV and 3rd-party products working for you.

We’ll even provide some minor custom development work, but it’s important to first make the distinction between support and custom development.

WPMU DEV Support vs. Custom Development

Our ground rule for custom development work is based on time and complexity. Simple things like some quick CSS to adjust your site’s styling or a quick function to give a little custom shwag are typically fine, as long as our support queues aren’t full.

If you’re looking for something more complex, we’re likely going to send you to another custom development source from our partners page. While we would love to have the time and resources to provide more intensive custom development, we can better serve all of our members by having this basic guideline in place.

5.1 Good Support Guide

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It’s always really easy to get support at WPMU DEV. If you follow the tips below, however, it becomes so easy it’s almost cheating.

Before Requesting Support

1. Follow Good Site Management Practices

  • Before requesting support, be sure to back up your site if you anticipate the need to be making any big changes
  • Use a staging site to test changes and updates BEFORE implementing on your live site. This will save a whole lotta hassle and stress; especially if you don’t want us troubleshooting on your live site. It is not our responsibility to set up a staging site for you.
  • Be sure that you’re using the most recent versions of WordPress, all themes, and all plugins.

2. Troubleshoot the Issue

3. Suspend Location or IP Blocking

  • Our support team is made up of an eclectic mix of wonderful people from around the globe. This means that any access restrictions based on geographical locations, countries or IP addresses may interfere when receiving help from one of our support superheroes. For this reason, we recommend temporarily lifting these restrictions during any troubleshooting that may require access to your site.

When Requesting Support

1. Follow Live Chat Support Etiquette

  • When starting a live chat session for any issue, detail how to recreate the issue and where/how it happens.
  • Show the problem through illustrative screenshots where applicable.
  • Inform us of any known conflicts with another plugin or theme; including the plugin name and download link.
  • Answer all questions to the best of your ability.
  • Ask as many questions as you would like to better understand our recommendations
  • Please be polite! No need to be rude or abusive. It won’t be tolerated.
  • Don’t close your browser window! You’ll be disconnected from your chat session if you navigate away. Open a new window if you need to check something.
  • Do not use Live Chat as a way to check on or “bump” your ticket. Please contact our Customer Service & Account Management team by using our contact form. Just select “I have a different question” as your reason, and your message will go to the right place.
  • Please note that failure to comply with these guidelines and terms will result first in a warning. Continued infractions in live chats will result in being permanently banned from support chats. WPMU DEV reserves the right to ban without warning should we determine that the actions of the participant warrant this. This may be done at any time, by any staff member, at our discretion, on a permanent basis and will not be reviewed. This is for the good of both our members and our dedicated support staff.

2. Follow Support Ticket Etiquette

  • If your issue is a complex one that gets escalated to the 2nd-level support team in a ticket, or if you open a ticket yourself, always follow up. Your involvement in this process is crucial!
  • Avoid lumping several unrelated questions into a single ticket. Keep things focused and on-topic by opening a new Live Chat if you have a question that relates to another plugin or issue.
  • Don’t hijack someone else’s ticket unless you’re able to help with the issue at hand. Remember they will receive post notifications too. Even if you have the same or similar issue it’s often best to open your chat session to avoid any confusion or frustration for all members involved.
  • Don’t bump your threads. We respond to tickets in order of oldest to newest, and bumping will only send your thread to the back of the queue.

3. Good Questions vs Bad Questions

Whether in a live chat session or in a support ticket, the way you phrase your questions can make a big difference. Also try to avoid vague or ambiguous issue titles or descriptions. For example:

  • Good: “Which WPMU DEV plugins could I use to monetize this blog https://myblog.tld ?”
    Bad: “How do I set up a profitable web business?”
  • Good: “How do I configure my membership plugin to drip feed content over a period of weeks?”
    Bad: “How do I configure my membership plugin to be exactly the same as the NY Times website?”
  • Good: “I need help configuring the SMTP module in Branda to work with the credentials from my host.”
    Bad: “Branda not working.”

5.2 Initial Troubleshooting

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To help you resolve your problem even quicker, there are a lot of fast & easy things you can check on your own. You’ll then be able to provide our support team with more information about your situation when you do need to reach out to them for help.

1. Plugin/Theme Documentation

The first place to go would be the documentation for the plugin(s) or theme(s) that you are wondering about. This may seem basic, but a lot of people don’t know where to find this information or forget that it even exists when they have a question.

Each WPMU DEV plugin has it’s own Docs link on its page, just beneath the main product image. You can find all our plugins right here.

Plugin documentation links

Documentation for plugins you may have installed from wordpress.org can be found by clicking the Details link for the plugin in your site’s wp-admin, under Plugins.

Plugin documentation links

Documentation for your installed themes can be found by hovering your mouse over the theme in your site’s wp-admin under Appearance > Themes, and clicking the Details link. You’ll then see a link to the theme author’s site where you should find any provided support resources for that theme.

Theme documentation links

2. Updating WordPress, Plugins, & Themes

The next thing you will want to check is whether you are running the latest version not only of WordPress, but also of the plugins & themes you are using.

Many issues can be caused by running outdated versions of WordPress that are no longer compatible with new plugins or vice versa. Sometimes the issues are ones that have already been resolved with an update – and simply updating things will get you back where you need to be.

If there are any updates available to you, you can find them in your site’s wp-admin under Dashboard > Updates. Always create a backup your site before updating, and it’s advisable to test updates on a staging site first before updating your live site.

Check for WordPress updates in the wp-admin

Updates for your WPMU DEV plugins can be found easily in your WPMU DEV Dashboard. You can also ensure everything is always up-to-date on your site by enabling Automate in your WPMU DEV Hub.

Plugin updates in WPMU DEV Dashboard

3. The Forums

It is highly likely that someone else has already experienced the same issue you are facing, or even asked the same questions you have!

Searching our Support Forums is a great way to see how others have resolved similar issues. Of course, not all situations are the same, so if you can’t find a solution that works for you – just move onto the next steps before opening your own support ticket.

WPMU DEV Support Forum search field

4. The WPMU DEV Blog

The WPMU DEV Blog is another great resource for so many things. The writing team works hard to provide our readers with quality content such as recommendations of plugins & themes, guides for adding certain features to your site, extensive tutorials for getting the most out of WPMU DEV products, and so much more. This is a great place to start if you’re unsure whether you are experiencing an issue – or just need help to configure the existing settings.

Search the WPMU DEV blog

5. Conflict Test

You’ve checked documentation, ensured everything is up-to-date and can’t find any help in the forums or the blog, yet the problem still persists? Then it’s time to move onto the next step: a conflict test.

To begin, deactivate all of the plugins that you are using and leave only the one that is giving you the issue activated. Does the issue still exist?

If not, this means there is a conflict with another plugin that is preventing them both from performing as they should. Start reactivating your plugins one at a time, testing to see if the issue appears again after each activation. Eventually you’ll be able to identify the conflicting plugin.

If the problem persists even after you’ve turned off all of your other plugins, then it’s time to move to the next stage: testing themes.

Activate one of the default WordPress themes, like Twenty-Twenty or Twenty-Twenty-One. Is the issue still there?

If not, then it sounds like your plugin is conflicting with your theme.

But if it is still there, you’ll need to move on to more advanced stages of troubleshooting. If you aren’t comfortable doing that on your own, you can always reach out for help.

Check out this handy flowchart of the troubleshooting process detailed above.

5.3 Support Options

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Getting support with WPMU DEV is really simple, and we provide you with several ways to contact and communicate with us.

5.3.1 Live Support Chat

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If you’ve completed the basic troubleshooting steps above and are still unsure what the issue could be, or if you would simply like some assistance, then please do not hesitate to open a live chat and ask our awesome support team a question!

To open a live chat, head over to the Support tab in your Hub and click Open Live Chat.

Get live chat support in the Hub

Alternatively, click the help icon in the bottom-right corner of The Hub.

Click the 'Help Icon'

Click Technical Support.

Click 'Technical Support'

Then, click Open Live Chat.

Get live chat support in the Hub

A window will pop up with a pre-screening survey that will better assist our team in helping you as quickly as possible.

Fill in the live chat prescreen

Fill the survey in accordingly:

  • What area do you need support with? – Select the topic that most closely matches your issue (General WordPress, Plugins, The Hub, Hosting or Other) and specify the product or service you’re having trouble with.
  • How can we help you? – Enter a short description of the issue you need help with.
  • Which website does this relate to? – Select the website this issue pertains to, or select “No specific website” if it’s a general question.

After you’ve filled out the pre-chat survey, click Start Chat.

Using Live Chat

Using chat itself is pretty straight forward and easy. Once you click Start Chat you’ll see the chat window pop up in the corner of your screen where you’re prompted to let us know if this is the 1st time you’ve contacted us for help with this same issue. Select Yes or No and click Start the Chat.

WPMU DEV in-chat start survey

At the top you’ll see the name of the agent you are speaking with, their profile photo, and their title. (Yes – all of our support staff are real people! We’re the same folks that answer your emails and your support tickets. :) )

WPMU DEV live chat started

Click the ellipsis icon ( … ) at the top to request a transcript that will be sent once the chat session has completed. This is definitely recommended if you’d like to be able to reference the conversation later. Click the paperclip icon at the bottom to attach an image or other document if needed.

WPMU DEV live chat options

In the middle is the message history where you’ll be able to read over what was sent to you, and the replies you’ve sent as well (in blue). And at the very bottom is the messaging area where you type your message.

When you’re done, just click the [X] at the top right of the chat window. This will end your chat and give you an opportunity to provide us with feedback regarding your experience.

WPMU DEV in-chat end survey

We really love to hear from our members, so please take the time to fill out this quick survey! It’ll help us continue to improve our products and services, and make sure that your favorite support guys get the recognition they deserve.

5.3.2 Support Tickets

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Sometimes the questions you have or the issues you are reporting are too complex for our first tier support team to handle in live chat. This can happen if the team needs to consult with a developer, or bring in the assistance of our second tier support experts. In these situations, our team will open a support ticket for you on our forums.

You can also open a support ticket yourself instead of starting a live chat session if you prefer. Head over to the Support tab in your Hub and click Create New Ticket.

Create a support ticket in the Hub

Alternatively, click the help icon in the bottom-right corner of The Hub.

Click the 'Help Icon'

Click Technical Support.

Click 'Technical Support'

Then, click Create New Ticket.

Create a support ticket in the Hub

In the form that pops up, you’ll be prompted to enter your issue title & description, and answer a few questions.

Creating a support ticket in the Hub

Fill the survey in accordingly:

  • What area do you need support with? – Select the topic that most closely matches your issue (General WordPress, Plugins, The Hub, Hosting or Other) and specify the product or service you’re having trouble with.
  • How can we help you? – Enter a short description of the issue you need help with.
  • Which website does this relate to? – Select the website this issue pertains to, or select “No specific website” if it’s a general question.

The options to Notify me by Email and Make my ticket private are enabled by default, but you can disable either or both if you prefer. You’ll also be prompted to confirm you’ve reviewed the Good Support Ticket guide above before submitting the form.

When you’re done filling in the form, click the Create Ticket button.

Once the ticket has been created, you’ll find it in the My Tickets section of your Hub support page.

WPMU DEV My Tickets screen

You can filter the list of tickets to show All tickets, or only Open, Feedback or Resolved tickets.

WPMU DEV My Tickets filters

Dashboard Visibility

You can also hide your support tickets in the WPMU DEV Dashboard plugin on all sites if you wish, and make them accessible in your Hub only. This can be handy if your business is nicely whitelabeled, or you simply don’t want your clients to see your support tickets in their site admins.

Click the Visibility Settings link at the top-right of the My Tickets section.

WPMU DEV My Tickets visibility

That will pop open a modal window where you can toggle ticket visibility on or off.

WPMU DEV My Tickets visibility settings

Note that it can take up to 6 hours for this setting to be applied to all your sites. To apply the setting immediately to any site, go to that site’s WPMU DEV Dashboard and click the Check Again link at the bottom of any screen.

Replying to Your Tickets

Our team works in order from oldest to most recent, so no support tickets will be overlooked.

After our team has had a chance to review your ticket, they will reply to your ticket on the support forums and you will receive an email notification alerting you. To get back in touch with us, just follow the link to your support ticket and reply in the comment section beneath it. (Please do not reply to the email notification or we will not receive your response)

reply to support ticket

You can see in the screenshot above that there are several different options for formatting your reply, as well as including hyperlinks and even attaching certain types of files.

When you’re done, click Post and your support ticket will be added to the queue once more. If you do not need any further assistance, just select Mark as Resolved when replying.

Or click Mark as Resolved on the right-hand side navigation.

WPMU DEV support forums topic options

5.3.3 Using the Contact Form

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To make it easy for you to get in touch with us, you’ll find a Contact link at the bottom of every page on our site!

Contact link in WPMU DEV site footer

Simply make a selection from the drop-down menu to get the type of help that suits your needs.

WPMU DEV contact form options

A. I have a pre-sales question

Each of our plugins has its own project page with fantastic information about its features and functionality. Perhaps you have read through this information and still have questions. Selecting this option will direct you straight to our contact form where our Pre-Sales team will be happy to fill you in on what you’d like to know.

B. I have a support question

You were happily humming along working with your WordPress site when everything suddenly burst in figurative flames… or maybe you just have a technical question you’d like some help sorting through. Don’t worry! Either way our team of support heroes is ready to save the day!

Selecting this option will take you to our support forum where you can search the threads for a solutions to issues you may be experiencing. For our Premium WPMU Members, a special form will open where you can ask our experts any questions about using our products, services, or anything related to WordPress. A support thread will be created in our forums where the team will respond directly with super helpful information.

C. I have a billing question

Here are some quick tips when it comes to payments:

Charges made by our WPMU DEV will appear on your statement as our parent company- INCSUB, LLC. More information at https://incsub.com/charge/

Update your payment method or billing information or download an invoice at any time! Simply log in and visit your account page. https://wpmudev.com/hub/account/

D. I have a different question

If you find that the other contact options just aren’t a match for a situation, this option will lead to our contact form where you can freely fire away!

E. Suggest a project to our roadmap

If you have an awesome idea for a new feature or enhancement to an existing one, please don’t hesitate to let us know by selecting this option.

Note that if you’re looking for custom development help, please don’t use the contact form for that. rather, head on over to our Partner’s page, where you will find links to and discounts offers from some of the best WordPress companies in the world, including Codeable, which specializes in outsourced WordPress coding.  Otherwise, we will do our utmost to support anything WordPress related, however per the TOS, some requests may require custom work beyond the scope of what we can reasonably provide.

5.3.4 Members Forum

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The Members Forum is a private forum only accessible to logged-in WPMU DEV members. While the topics posted in this forum don’t necessarily require WPMU DEV staff involvement, you’ll find that staff often does get involved anyway. We’re just helpful like that.

To access it, simply select it from the forum switcher at the top-right of any forum screen.

Switch to Members forum

You’ll find the members forum is divided into several subforums where you can post and participate in discussions on a variety of topics.

  • Favorites – View a list of your favorited topics.
  • The Hub 2.0 – Hub 2.0 feedback forum.
  • DOTW – Discussion of the Week – Earn Hero Points!
  • Blog XChange – Contribute to the WPMU DEV Blog, earn Hero Points, and get links to your site.
  • Business & Marketing – Online Marketing, SEO, Growth Hacking, Biz Dev.
  • Web Development & Coding – WordPress development discussions with experienced co-members.
  • Hosting & Infrastructure – Hosting, the good, the bad and the ugly.
  • Portfolio Showcase – Share what you’ve made with other members.
  • Other Stuff – Everything & anything else private member chat.
  • Test Center – Test our latest creations and updates to earn Hero Points.

5.3.5 Features & Feedback

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We take member requests to heart and much of our development time & effort is prioritized based on your input.

The Features & Feedback forum is where you can post, review and vote on suggestions or requests for new features, or improvements to existing ones.

Features & Feedback forum

Use the Search field at the top to search for any existing feature request, or select a specific product to display results for only that product.

Features & Feedback forum filters

Sort the list of feature requests by Most Voted, New Requests or Latest Update. You can also select to show only Closed or Inactive feature requests instead of currently active ones (default).

Features & Feedback forum filters

To add your vote to an existing feature request, simply click the up or down arrow next to it.

Features & Feedback forum voting

You can also vote on a feature request when viewing it in the forum.

Features & Feedback forum voting

Making a New Feature Request

To post a new feature request, click the Request a Feature link near the top.

Features & Feedback forum request form

That will take you to the Support page in your Hub where the New feature request form will be automatically opened for you. Enter the name of the feature you’d like us to develop for you, select the product it relates to, and describe the feature in as much detail as you can. Then click the Submit button.

Features & Feedback forum request form

Note that you can also access the New feature request form by clicking the Help bubble when in your Hub, and selecting the Feature Request option.

Features & Feedback request in the Hub

Your feature request will then be posted to the Features & Feedback forum where you can monitor it for any updates. You’ll also see it appear in the My Tickets section of the Support page in your Hub.

Please note that feature requests are publicly accessible. So it’s important to not post any sensitive information like passwords or other data that you don’t want others to see.

5.4 Enabling Support Access

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The WPMU DEV Dashboard plugin enables you to grant our team of support heroes secure access to the backend of your site without releasing your confidential login information.

You Have Full Control

Log in to the WordPress Admin Panel for your site (go to the Network Admin dashboard if on Multisite), and then navigate to the Support page from the WPMU DEV menu item, where you’ll also see your support tickets.

Support tickets in WPMU DEV Dashboard plugin

Click Support Access.

Support access in WPMU DEV Dashboard plugin

Click Grant Support Access in the Support Access panel.

Grant support access in WPMU DEV Dashboard plugin

You’ve now successfully granted support access! Access will remain open for the next 5 days, or until you choose to end or extend it (extending access will add another 3 days).

Click End Session or Extend to close or extend access through your current security token.

Extend support access in WPMU DEV Dashboard plugin

Once support Access has been enabled on your site, let our support staff know and we’ll be able to get things all fixed up.

Awesome! But is it really secure?

When you click Grant Access, a random 64 character access token is generated that is valid for 5 days and saved in your Database. This token is sent to the WPMU DEV API over an SSL encrypted connection to prevent eavesdropping and stored on our secure servers. This access token is in no way related to your password, and can only be used from our closed WPMU DEV API system for temporary access to this site.

Only current WPMU DEV support staff can use this token to login as your user account by submitting a special form that only they have access to. This will give them 1 hour of admin access to this site before their login cookie expires. Every support staff login during the 5 day period is logged locally and you can view the details on this page.

You may revoke this access at any time, which invalidates the token and makes it unusable.

If you have special security concerns and you would like to disable the support access tab and functionality completely and permanently for whatever reason, you may do so by adding this line to your wp-config.php file (just above the “That’s all, stop editing!” line):

define('WPMUDEV_DISABLE_REMOTE_ACCESS', true);