Get support
Every active license of FacetWP includes access to support.
How to open a support ticket
To open a new support ticket, browse to Settings > FacetWP > Support within your site’s WP admin dashboard and fill in the ticket form. Please do not open new tickets by emailing directly.
When opening a ticket this way, our support system automatically sends us information about your site (license, active plugins, PHP version, server info, etc.) that provides essential context when troubleshooting.
Important: before opening the support ticket:
- Enable Debug Mode in the “Settings” tab. This will give us all the info needed to solve your issue quickly. Make sure to click “Save changes” after enabling the setting.
- Clear any caches you site is using.
- Share the actual page where we can see the issue, and make sure we can access it. If your site has a WP login, .htpasswd login or a maintenance mode screen, please provide the login details. For complicated questions, providing a WP admin password is often the quickest way to get an answer.
- Temporarily deactivate any geo-blocking plugins. Our support team is international.
- If you are using any FacetWP hooks, please share the code. We can see the FacetWP hooks used with Debug Mode, but not the actual code. Please don’t paste code in your message, as that quickly becomes unreadable. Use a code sharing link like https://pastecode.dev/ or similar.
- If you share a WP admin login, please make sure the Theme File Editor and Plugin File Editor settings are not disabled, so we can see all custom code used.
- Design / styling or theming
- Site architecture
- Building new features or integrations
- Extending existing features or integrations
- Troubleshooting plugins / features / integrations that we did not build
Support hours
FacetWP support is open Monday – Friday, 8:00 AM – 4:00 PM (EST).
The ticket submission form automatically closes on weekends (4:00 PM Friday to 8:00 AM Monday).
This policy has been in place for as long as FacetWP exists, helping to preserve our team’s sanity and work-life balance. FacetWP is a fairly technical plugin, making support more difficult and time-consuming. Our small team would get overwhelmed with a weekend queue, and support quality would decrease.
This policy also helps encourage self-help; answers to most questions already exist in our docs, accessible via the built-in search and the FAQ.
We realize this is a non-standard approach, but we appreciate your understanding.
Support limitations
Our support team will help answer basic plugin setup questions, and will troubleshoot issues that directly involve FacetWP or its official add-ons.
Support does not include assistance with the following:
Hiring a contractor
For custom development, we recommend using Codeable to find a contract developer.
