Frequently Asked Questions

If you have forgotten your password, you will need to reset it. The password reset process includes the following steps:

• - Click on the "Forgot Password" link on the login page.
• - On the Forgot Password page enter your email address and validate.
• - A message containing a link to reset your password will be sent to your email address.
• - Click or tap the temporary link in the email to reset your password.
• - Upon successfully creating a new password, you should sign in with your new password.

To change your password, the only way is to use the forgotten password steps.

We will never ask you to provide us with sensitive data such as your login details, passwords and payment information by email.

The best ways to securely provide us with your WordPress login credentials (WP administration and FTP) is throught your account.

We protect the data you entrust to us through strong security and encryption, and only a few authorised persons can access them. So, yes, your data are safe with us.

As there is more than 50000 plugins, we do not know them all. Sometimes we need more time to give you an accurate answer.

We accept all major credit cards (Visa, MasterCard, and American Express), PayPal and SEPA credit transfer.

We charge VAT for products and services purchased by our customers in certain countries. To make sure you’re paying the correct VAT, sign in to your account and check that your billing information is up to date. When applicable, the VAT rate charged is the French VAT standard rate of 20%.

Customers from the EU area who provide us with a valid VAT registration number will not pay the applicable VAT. You can enter your VAT number on the Billing Information page.
If you forgot to enter your VAT registration number, it won't be possible to receive a refund.Customers outside the EU area are not subject to VAT.

Customers from the EU area who provide us with a valid VAT registration number will not pay the applicable VAT. Customers outside the EU area are not subject to VAT.

SEPA stands for Single European Payments Area. SEPA Credit transfer (SCT) is an electronic payment in euro from one bank account to another.

Usually, the execution time for a SEPA credit transfer is a maximum of one business day from the time the transfer order is received by the sender's bank.

Live Chat Support is currently available in English, French, Italian*, Greek* and Spanish* (* based on agents availability).

Click on the "Chat" button to chat with an agent.Type your question in the box under "How can we help?" and then press "Send" to begin the chat session. The Chat is available 24 hours a day. When our agents are not available, you can still send them messages, to which they will respond as soon as they get back online.

The Group Chat button allows you to send messages that can be read by all our agents.

This is a subscription-based service, which provides services and support for the maintenance of your WordPress site and the resolution of related problems that may arise at any time.

Our WordPress maintenance plans are set-up for one website with one language, but you can add as many plans as you would like. However, please use different email addresses when subscribing to different plans. Consult us if you want a special offer for grouping several websites.

Your website requires a custom plan if it has advanced features such as multiple languages, WooCommerce plugin and/or membership plugins.

Yes we do support the WooCommerce plugin, but with a custom plan.

Yearly plans are billed as a single payment once per year. Monthly plans are billed every month on the date of your signup.

For ad hoc needs, you can purchase prepaid support credits. As a maintenance subscriber you get a 10% discount. For more important needs, we invite you to contact us to study together the opportunity to set up a specific support contract.

We do not pretend to be SEO experts, however we will make sure that your site respects the main SEO basics.

Once you have signed up for the plan that makes the most sense for your website, you will receive a welcome email with guidelines on how to securely provide us with your login credentials (WP administration and FTP). Your plan will then be implemented within 8 working hours.

Yes. Our payment provider will charge you monthly or annually (depending on the cycle you have chosen), as long as you do not cancel your subscription.

Submitting a WordPress Support Ticket is easy and only takes a few seconds once you have properly drafted your request.

No, you don't need an account to submit a support ticket. However, you will need an account to:

• - provide us with your WordPress login credentials
• - purchase prepaid support credits in order to get your problem solved

Purchasing prepaid support credits is easy and only takes a minute. Log into your account. If you do not have an account, please see How to Create an Account. Click on 'Prepaid Credits' in the vertical menu. Select the prepaid credit you wish to purchase, then select your payment method. This amount will then be automatically added to your prepaid credit balance.

If you need to provide us with additional information and / or reply you can do so by clicking the 'Add Reply' button on the Ticket Status page.

We only accept one attachment per ticket / request. So if you did not provide an attachment when creating your ticket, you can add one by clicking on the 'Add Reply' button on the Ticket Status page. If you really need to send us several attachments, we will suggest a solution.

There are five values for status:

Open

Open means that we have received your request but that it has not been reviewed yet.

Pending

Pending means that follow-up questions are waiting to be answered.

On-hold

On-hold means that your request is awaiting a response from a third party.

Solved

Solved means that your request has been resolved.

Closed

Closed means that the ticket has been closed and can't be reopened.

It depends… On what? The size of the project and your ability to deliver the content in a timely manner.

It depends… On what? On several factors, such as size, functionality, design, integration, content, deadline,…