🎫 Support Eligibility

As outlined in our Terms of Service, support is available based on your subscription level:

Free Version

Community support through WordPress.org forums and documentation.

Pro, Growth & Agency Plans

Priority ticketed support via our Customer Service Portal or email at [obfuscate_email email="057f65fe@ad32fa99.com" link=true].

Support Requirements:

• Valid, active license key (non-expired)
• Purchase platform details (whoknew.io, WooCommerce Marketplace, or CodeCanyon)
• Logged into your WhoKnew™ account
• System Info pasted into your ticket (see above)

Support is only available for Services with paid, active subscriptions. Expired licenses lose access to priority support.

✅ Before Submitting a Ticket

Search & Review First

• Search Existing Tickets – Your question may already be answered
• Check Documentation – Review our plugin manual and how-to videos at whoknew.io
• Review FAQ – Common questions and solutions
• Watch Video Tutorials – Step-by-step visual guides

Troubleshooting Basics

• Clear Cache – Clear all caches (WordPress, theme, hosting, browser)
• Update Plugin – Ensure you're running the latest version
• Check Compatibility – Verify WordPress and WooCommerce versions
• Test for Conflicts – Temporarily disable other plugins to identify conflicts
• Review Settings – Double-check your plugin configuration

📝 Creating an Effective Support Ticket

One Issue Per Ticket

Submit separate tickets for different issues to ensure faster, more organized resolution.

Descriptive Subject Line

Clearly summarize your issue (e.g., "Views not displaying on product pages" instead of "Help needed").

Include Your System Info (REQUIRED)

Copy and paste your complete System Info from WooCommerce → WhoKnew → Plugin → System Info tab into every ticket. This is mandatory for all support requests.

Detailed Description

• What You Expected – Describe the desired behavior
• What Actually Happened – Describe the actual behavior
• Steps to Reproduce – List exact steps that led to the issue
• Error Messages – Copy the complete error message (if any)
• When It Started – Note any recent changes (updates, new plugins, etc.)

Visual Evidence

Screenshots or screen recordings help us understand and resolve issues faster. Use tools like:

• Lightshot, Monosnap, or Droplr for screenshots
• Loom or CloudApp for screen recordings

Remember: Download any attachments you need before the ticket closes!

🚨 Priority Levels

Select the appropriate priority when creating your ticket to help us address the most urgent issues first:

Our Commitment: We respond to all tickets as quickly as possible and prioritize based on severity. Critical issues affecting site functionality receive immediate attention. Please note that response times may vary based on ticket volume and complexity.

💰 Refund Policy

We want you to be fully satisfied with your WhoKnew™ plugin. As outlined in our Refund Policy:

14-Day Money-Back Guarantee

• Initial Purchases – Cancel within 14 days for a full refund
• Upgrades – Downgrade within 14 days of upgrade
• How to Request – Submit via Customer Portal or support ticket with clear explanation

Note: Refunds apply only to Initial Terms, not renewal periods. All fees are non-refundable after the 14-day period.

For complete refund terms, review our Refund Policy.

🚫 When Support May Be Limited or Denied

Per our Terms of Service, WhoKnew™ may limit or terminate support if:

• License fees are unpaid or subscription has expired
• Terms of Service are violated
• Website contains explicit or offensive content
• Abusive behavior toward support staff
• Unreasonable demands beyond the scope of the Agreement
• For any lawful reason, including compliance with applicable law