Support Policy

Who we support

Pro licence holders and All Access members. Support is included for as long as your licence is active, and it comes from the people who wrote the plugin.

Free plugin users. Each free plugin has its own support forum on WordPress.org, and that is the right place to ask. Answers there are public, so the next person with the same problem finds it. Every free plugin we publish is listed on the ShoreZella profile on WordPress.org, and each one has its own forum there.

We read every forum thread, but licence holders are answered first.

How to reach us

One channel: the contact page. Please write from the email address on your order, or tell us which address the licence was bought under, so that we can find it.

We do not take support requests through social media, blog comments or documentation feedback. Those are not monitored for support and a message left there will be missed.

Before you write, the documentation is worth a look. Every setting is covered there, along with the changelog for each release.

Support is provided in English.

Response times

We aim to reply within one business day, and always within two. Business days are Monday to Friday, excluding public holidays.

That is the time to a first reply from a person, not the time to a fix. Anything that needs a code change will take longer, and we will tell you where it stands rather than leave you waiting.

What support covers

• Installing and setting up the plugin.
• Activating your licence key, and licence or account problems.
• Bugs in a feature we document.
• Downloads and updates that fail.
• Questions about how a documented feature is meant to work.

What support does not cover

So that we can answer the questions above quickly, these fall outside support:

• Custom code and custom development. We cannot write bespoke functions, snippets or templates for your site.
• Building or configuring your site, including theme setup and page building.
• Hosting, server and WordPress core configuration.
• Modified copies of the plugin. If the plugin’s own files have been edited, we can only help with an unmodified installation.
• Third-party conflicts beyond diagnosis. We will help you identify a conflict with another plugin or theme, and we will fix it where the fault is ours. Fixing someone else’s code is not something we can do.
• Learning WordPress itself. Our blog is a good place to start.

What to put in your first message

The usual reason a ticket takes a week instead of a day is the back and forth to collect these. Sending them up front normally skips it:

• Your WordPress version, your PHP version, and the plugin version.
• Whether you are on the free build or Pro.
• What you expected to happen, what happened instead, and the steps to repeat it.
• Whether it still happens with other plugins deactivated and a default theme active.
• A screenshot or a short screen recording, where the problem is something you can see.

Support and your licence

Support and updates run for as long as your licence is active. The full terms are in the Licence Agreement, including what happens if a licence lapses.

If a plugin does not do what its product page says it does, the Refund Policy applies. We would always rather fix the problem than process the refund, so tell us first.