General documentation

Contact

How do you provide support?

We have an email-only support policy. You can contact us via the Help Desk. Our support staff is based in The Netherlands and answers questions on work days only. We try to answer all questions within 48 hours. Contact us if you need some help.

Do you have a phone number?

No, we have not. SORRY! You can always contact us by email or submit a ticket. This way we can prioritize support and answer all questions much faster.

How to get help

We want to make sure everyone gets great support. Here you’ll find 1 easy steps. This way our WordPress experts can answer your question as quick as possible.

1. Make sure you’re using the latest versions of WordPress, plugins and themes

To make sure you’re using the latest version of WordPress, plugins and themes, go to Dashboard > Updates.

WP update check

There is a notification if WordPress needs an update. You will also find a list of all plugins and themes which are not up-to-date.

TIP: Create a backup of your WordPress installation before updating your WordPress core or plugin and theme files.

Please update your WordPress core, theme and plugins before contacting WP Fortune support. This way we can provide you the right support.

2. WP Fortune updater

If you’ve purchased one of our premium plugins you need to install the WP Fortune updater plugin to activate your license key and get updates for your plugins.

Without a valid license you won’t get support or updates. A license is valid for 1 year or 3 years, depending of your purchase.

3. Have you purchased a product or service from WPFortune.com?

Yes, I’ve purchased a product or service from WPFortune.com

Open a new support ticket and we’ll reply as soon as possible. All support tickets will be reviewed based on priority, but we try to answer within 48 hours.

To open a support ticket you need to enter your order number. You can find you order number on your WP Fortune account page.

Basic troubleshooting

Make sure WordPress, your theme and all plugins are updated to the latest versions.

  1. Try disabling all non-related plugins. If this does resolve the issue, activate each plugin one by one to find the plugin which causing the conflict.
  2. Still no luck? Try to switch to a WordPress default theme, for example Twenty Sixteen or Storefront. If the issue is solved by using the default theme, contact your theme developer for more information.

Tried everything and no luck to resolve the issue? Contact us so we can help you to solve the problem.

Some basic rules for support

Choose a good message subject

When you contact us, please choose your message subject wisely. If your message subject describes the problem we can make sure your ticket is forwarded to the right support person.

Be clear and don’t get rude

The clearer your question, the quicker we can help you solve the problem. We can’t help you with questions like “It doesn’t work”. Always describe your problem and give us as much related information as needed to help us solve the problem.

We try to help everyone as fast as possible, so don’t get rude if you have to wait. If you are polite to us, we will make sure you will receive all the support you need.

We want to see the issue

If your question is related to a specific page or post, please add a link. This way we can see the problem.

If your question is related to a bug or problem inside the admin, provide us with a temporary admin account or screenshots.

Required information for support

Why do you need my order number if I contact you?

We only deliver support to our customers. If you’ve purchased a plugin or service from WPFortune.com we need to check your order number and license (for plugins).

You can find your order number at your WP Fortune account.

We’re continously working to improve our support – because we want to deliver the best WordPress support in the world – and we appreciate your feedback and comments.

Feature requests

I’ve got an idea for one of your plugins

If you have an idea for one of our current plugins you may always send us an email. We can’t implement all feature requests, but if you have a good idea we will get back to you as soon as possible!

I’ve got an idea for a new plugin

Have a great idea for a new plugin? Submit a new support ticket to send us your idea. We’ll contact you as soon as possible. Please provide us with as much information as we need to develop your plugin.

About orders & refunds

Where can I find my invoices?

We automatically create a PDF invoice for your order when the purchase is completed.

Invoice sent by email

A PDF invoice is attached to the WP Fortune order email. You can download it from your email program.

Download invoice from your account

Lost the order email and your invoice? You can always download a copy of your invoice from your WP Fortune account.

You’ll find a list of all recent orders and a download link for the PDF invoice on the “My orders” tab.

Why do you add tax to the order?

WP Fortune is based in The Netherlands and we have to add tax for digital goods to all things we sell online. There are some rules for this:

  • If you’re a company based in the EU and have a valid EU VAT number we don’t add the tax.
  • If you’re located in the EU and don’t have a valid EU VAT number, you have to pay tax for the country you live in.
  • If you’re located in The Netherlands you have to pay the tax.
  • If you’re outside the EU we don’t charge the tax to you.

How to request a refund

We’ve got a 30 days money back guaranty for plugins. You can read our full refund policy on our website.

If you’re not totally happy with your purchase or our services you can always ask for a refund of your money.

I want to request a refund!