Get Support

Every extension purchase includes one year of updates and support. We’re happy to help if you encounter questions or issues! We want to make sure your site is running at 100% with every SkyVerge plugin.

Where did you purchase the plugin?

WooCommerce.com

If you purchased your extension at WooCommerce.com, please create a support ticket via your WooCommerce account, as your purchase information is stored there and we’re required to keep support in this channel.

We’ll be CCed on the new request, so we’ll be able to assist once it’s submitted 🙂 We also prioritize all new emails from the WooCommerce.com channel, so this is the fastest way to get help.

Another Site

We only sell our products via SkyVerge.com or WooCommerce.com, so if you’ve purchased a plugin elsewhere, you need to contact the author for support.

We do not support forked or modified plugins (any plugin distributed outside our channels) from other authors.

Support Guidelines

For all support inquiries, we typically respond within a business day.

When submitting a support request, please let us know:

  • What’s wrong
  • What you expect the plugin to do
  • What the plugin is doing that you don’t expect
  • What plugin / WooCommerce / WordPress version you’re running
  • What debugging steps you’ve already taken (deactivating other plugins, switching to a default theme, enabled error logging, etc)

Office hours are (usually):

Monday through Friday, 9am to 7pm EST (UTC -4:00 / -5:00)

We’re out of the office during US holidays (such as Thanksgiving), and we are unable to offer phone support at this time. While we sometimes answer requests outside of normal business hours, we can’t guarantee support outside of these hours (We’re humans with families, too 😉 ). Thanks for understanding!

What is Support?


Our support includes:

  • Bug fixes
  • Configuration questions or guidance
  • Updates for WooCommerce / WordPress compatibility
  • General issues with plugin functionality


Our support doesn’t include:

  • Customizing WooCommerce store setup
  • Customizing plugin functionality for individual store needs
  • Fixing out-of-date or non-WooCommerce themes

You can read the complete support policy for WooCommerce.com purchases here, which applies to our plugin sales.

If you want customizations to your store setup or plugin functionality, please fill out our form for development inquiries. For other concerns or ideas, please contact us to let us know what we can do to help your business.

Other Questions

Have some pre-sales questions about our products or how they work? We’d love to chat!

Guarantee

Our Guarantee Finally, we stand behind our plugins and custom development 100% because we’re constantly working to ensure that we adhere to all of the latest WooCommerce and WordPress standards and best development practices.

However, if you have issues with software that you’ve purchased from us, please let us know so we can resolve the issue for you, or if needed, issue a refund. Our refund policy has a 30-day limit for all software purchased from WooCommerce.com as per the WooCommerce.com refund policy. Please let us know where things went wrong so we can continue to sell high-quality eCommerce products.

Thanks for choosing our plugins!