Support Policy

Product Support Channels

We encourage you to check the MainWP Help Documents and MainWP Community site before submitting any support request. If you are not able to find an answer, we will only provide support via a Help Desk Ticket from your MainWP “My Account” page.

We do not provide support via Facebook, Twitter, or any other social media platform, nor do we offer phone support.

For account-related issues, please contact us via a Help Desk Ticket.

If you have a pre-sales question, please send it using the  Pre-sales form

Support Hours

Our general support hours are seven days a week, 7AM to 3PM (EST). During this time, we strive to respond to all Help Desk Tickets within 24 hours. More advanced or technical queries may take longer.

Support staff may answer questions at times, not covered under the support hours at their convenience.

Support Coverage

We can only support the products which we developed. We will provide you with help regarding installing, setting up, and using the products purchased from MainWP.com or our Extensions sold through our official https://mainwp.com/mainwp-extensions/ page.

We do not provide general WordPress support. Please use the WP.org forums for general WordPress support or try a solution such as WP Fix It, who will fix general WordPress issues for you.

We can not provide support for 3rd party plugins, and all 3rd party plugins should be updated to their latest versions and disabled before contacting us for support to eliminate any plugin conflicts.

Customization

We can not offer support for the customization of our products. Support is provided for our products as they are intended to function out of the box. Anything that changes the way they look or function by default is considered customization. We will do our best to offer advice and direct you to the appropriate resources if we are able to.

We recommend using a MainWP Expert to handle any of your customization needs.

Errors that support cannot duplicate (Edge or Fringe Errors)

When the support team is not able to duplicate a reported error on any of our testing setups we may ask to login into your Dashboard to get a better understanding of the issue and attempt to resolve it for you.  

If you are unable to provide access to the Dashboard or a secondary Dashboard on the same server with the issue we will have to delay the resolution of your error until we are able to access a system experiencing the same issue.

Bug Fixing

It is our commitment to fix any bugs as quickly as possible after they are brought to our attention. We will also try to provide a solution via our forum for smaller bug fixes, after which we will update the core product in our scheduled updates.

MainWP Support – Code of Conduct

At MainWP, we are committed to providing exceptional support to all of our customers. To maintain a professional and respectful interaction, we have implemented a code of conduct that all parties must adhere to during support interactions.

Read MainWP Support Code of Conduct.