Getting Support

Where to reach us

• Email support — support@wigmorean.com (all plans, 24-hour response SLA)
• Priority support — priority@wigmorean.com (Professional tier and above, 4-hour SLA during business hours)
• Sales questions — sales@wigmorean.com
• Security issues — security@wigmorean.com (PGP key on request; please don't disclose publicly until we've patched)

What to include in your email

The faster you give us these details, the faster we can help:

1. Your site URL — the actual public URL, not "my website"
2. Your license key — or at least the last 8 characters so we can find your account
3. What you were trying to do — specific action (e.g., "installing Wigmorean Stripe on a fresh site")
4. What happened instead — the exact error message, screenshot if possible
5. What you've already tried — so we don't retrace steps

The System Report

Every Wigmorean install has a System Report that dumps everything we'd ask about:

1. Go to Tools → Wigmorean Connect → Diagnostics
2. Click Generate System Report
3. Click Copy to clipboard
4. Paste it into your support email

It includes PHP version, WordPress version, active plugins, active theme, web server, database version, recent error log entries, and any SafeGuard findings. No passwords or license keys are ever in there.

Temporary admin access

If we ask for temporary admin access to your site to debug, the safest way is:

1. Create a new WordPress user with administrator role, email set to our support address
2. WP will email us a set-password link automatically
3. Tell us in your reply that the account exists
4. When the ticket resolves, delete the user

Never share your own password, and never share your license key publicly in forum posts or screenshots.

Response times

Self-serve first

Before you email, please check:

• Common Issues — the top 10 tickets we see
• Conflict Resolution — if two plugins don't play nice
• The full knowledge base — search for any keyword

Self-solving takes minutes; waiting for us takes hours.