How to get support?

We understand that support is very important and we strive to satisfy every customer’s needs. However, sometimes we receive numerous requests for assistance which lead us to provide a late response. We thank you in advance for your patience and understanding.

To get help as quickly as possible, here are some best practices to follow:

  1. Before you contact us, make sure please to search in the documentation. If your question is a “how to”, you will for sure find the answer in the documentation.
  2. Check the section “Troubleshooting” and “Tutorials” of your item in the documentation to see common issues and customer requests.
  3. Search the item comments on Codecanyon for similar questions to yours. You may find the answer to your issue.
  4. Make sure you’re using the latest version of the plugin. If it’s not the case, please update the plugin # and try again. Your issue may have been already fixed before.
  5. Always contact us through the item comments on Codecanyon. For example, to ask questions about “Progress Map”, contact us from this link.
  6. Contact us using the same account you’ve used to purchase the plugin. This is very important so we can confirm your purchase.
  7. If you encounter an issue with the map or any other functionality, provide in your message the link of your map so we can check it and also, provide some instructions about how we can reproduce the issue. To send your website URL in a private email, continue reading.
  8. If you encounter an issue with the plugin in the administration, or that you want to send us your website URL in a private email do the following:
    1. Send us an email to plugin.progressmap@gmail.com containing the following informations:
      • All the details about your issue and how we can reproduce it.
      • The URL of the map in your website (e.g. www.website.com/map).
      • The URL of your website administration (e.g. www.website.com/wp-admin) but only if you have issues in the administration.
      • An administrator login credentials (Username & Password) but only if you have issues in the administration or that viewing the map requires to be logged in.
      • Your username on Codecanyon (we’ll explain why in the next step).
    2. Contact us through the item comments on Codecanyon using the account you’ve used to purchase the plugin to inform us that you sent a private email regarding your issue. We’ll use the username you contacted us with in Codecanyon to confirm your purchase code and to identify your email in our mail box.
  9. In “Progress Map” settings page, activate the plugin’s debug mode #.

Read more about the support policy.

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