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, etc) that often provides helpful context when troubleshooting.
Important: before you open a support ticket, make sure to 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. After that, clear any caches you are using.
Also, please temporarily deactivate any geo-blocking plugins. Our support team is international.
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:
- 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
Hiring a contractor
For custom development, we recommend using Codeable to find a contract developer.
