Frequently Asked Questions
We answer your questions
Categories:
Account
To create your account click on "Login", then click on "Sign Up", fill in the form and validate. In order to sign in and access our services, you must confirm your account email address. It's easy: when you receive the verification email, all you need to do is open the email and click on the link.
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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.
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Best Practices
To help us resolve your problem as quickly as possible, try to provide as much detail as possible in your first support request. Here are a few things to consider when opening your WordPress support ticket:
- - When exactly did you first notice the problem?
- - Does your problem occur in only one browser, or in all of them?
- - Have you installed any new plugins?
- - Have you changed the theme or made any design changes?
- - Have you done any updates recently?
- - Can the problem be reproduced on multiple devices?
- - Do you have a specific error message?
- - Do you have a caching plugin installed?
- - …
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We will never ask you to provide us with sensitive data such as your login details, passwords and payment information by email.
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The best ways to securely provide us with your WordPress login credentials (WP administration and FTP) is throught your account.
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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.
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As there is more than 50000 plugins, we do not know them all. Sometimes we need more time to give you an accurate answer.
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Billing
We accept all major credit cards (Visa, MasterCard, and American Express), PayPal and SEPA credit transfer.
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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%.
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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.
If you forgot to enter your VAT registration number, it won't be possible to receive a refund.
Notice: If our validation rules don't accept a VAT number you believe to be valid, please contact us.
Customers outside the EU area are not subject to VAT.Was this information helpful?
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.
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SEPA stands for Single European Payments Area. SEPA Credit transfer (SCT) is an electronic payment in euro from one bank account to another.
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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.
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Get Support
There are two main ways to get support with problems and questions you may have.
- - To solve problems, it's better to open a ticket.
- - For questions, you can chat with an agent or open a ticket.
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We charge for our support using prepaid credits (from 49,00 € excl. VAT). Each time you submit a support ticket, you will know how many prepaid credits will be required for your request / problem / task.
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The more prepaid credits you buy, the more volume discount you get. So if you think that you will need regular support, we recommend that you buy prepaid credits in advance to save money. Moreover, all our maintenance subscribers receive a 10% discount on support.
Notice: Purchased prepaid support credits are non-refundable but do not expire over time.
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The main public holidays in France are:
- - January 1st
- - Easter Monday
- - May 1st
- - May 8th
- - Ascension Thursday
- - Whit Monday
- - July 14th
- - August 15th
- - November 1st
- - November 11th
- - December 25th
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Live Chat Support
To access the Live Chat Support you need to create an account. However, our Live Chat Support is first and foremost reserved for our maintenance subscribers. If you are not yet a maintenance subscriber, you can give it a try, but… within reason!
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Live Chat Support is currently available in English, French, Italian*, Greek* and Spanish* (* based on agents availability).
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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.



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The Group Chat button allows you to send messages that can be read by all our agents.
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Plans & Pricing
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.
Notice: All plans are subscription based and automatically renewed at the end of each billing cycle.
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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.
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Your website requires a custom plan if it has advanced features such as multiple languages, WooCommerce plugin and/or membership plugins.
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Yes we do support the WooCommerce plugin, but with a custom plan.
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Yearly plans are billed as a single payment once per year. Monthly plans are billed every month on the date of your signup.
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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.
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We do not pretend to be SEO experts, however we will make sure that your site respects the main SEO basics.
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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.
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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.
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Support Tickets
Submitting a WordPress Support Ticket is easy and only takes a few seconds once you have properly drafted your request.
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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
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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.
Notice: If you have not filled in your billing information, you cannot purchase prepaid credits.
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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.
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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.
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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.
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Website Redesign
It depends… On what? The size of the project and your ability to deliver the content in a timely manner.
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It depends… On what? On several factors, such as size, functionality, design, integration, content, deadline,…
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WordPress Support
You have WordPress questions,
we have some WordPress answers.
Whether you have a problem with your WordPress site or just need to make some changes.
WordPress Maintenance
Is your WordPress site up-to-date,
and regularly backed up?
If not … Do you have any idea how bad yours days can get?
Website Redesign
Improve your website's User eXperience
Be responsive & mobile friendly
Give your website a new lease of life.