How Do I Get Premium Support?
- Elementor Pro users get premium support from our team of professionals, and directly through their email.
What is Premium Support?
Our paid users are given top priority in our support system, with replies to their support tickets taking precedence. In addition, support reps will offer to log into paid users' WordPress dashboards and even their hosting control panels, such as cPanel, when required, in order to debug and solve issues. This service is not available to free users.
Have You Tried the Knowledge Base?
Although we are eager to help you, please be aware that we also offer extensive documentation and tutorials for every feature in our docs area. This is sometimes the quickest way for you to solve your issue. Go to https://docs.elementor.com/ to search through the entire collection. If you're seeing an actual error message, try searching for a few words of the message itself. For example, if you see a message that includes the phrase "Could not create directory", type that exact phrase into the search bar, and you'll get directed to a help document that gives suggestions for solving that issue. Likewise, searching for "500 error" would lead you straight to a guide for solving those errors.
Use Our Ticket System
There is no chat option in our support, but we manage to fix almost ALL issues that arise through our ticket system. Please note that our ticket system is email-based. As with all email systems, emails may occasionally not make it to their final destination, or may end up in junk/spam folders. If you do not receive replies from us within 24 hours, please first check your junk/spam folders, and then if there is still no reply, please contact us either via our Facebook page or our presale chat. You can find our presale chat bubble at the bottom of our Contact page. It will look a little like this:
From there, we can determine what happened to your ticket and connect you with the support team.
Once we are in communication with you, if necessary, we may request login details / user credentials for certain issues so that our team of talented and trained technical service experts can solve the issues for you. Tickets are tier-based and some tickets may be escalated as needed to solve issues.
Please note that the access to the premium support is via your account on my.elementor.com. The support is for existing features only. Development issues (custom widgets and functions, custom code and CSS, BETA testing issues, compatibility issues with plugins you developed) have to be sent to our Github account.
* We have an excellent and caring support team consisting of pros from all around the world, covering our help desk 24/7. This does not mean that we can offer immediate or live responses, however. We strive to reply to each ticket as soon as possible, with a goal of first response within 24 hours.
How To Submit A Ticket
- Go to my.elementor.com
- Click the Support tab
- Check the provided help links. If the links don't solve your problem, type a few words into the form that describes your problem.
- A list of articles related to that problem, if any, will appear. If none of those articles help solve your issue, click the Open Ticket button at the end of the article list.
- Submit your ticket, and try to describe your issue in the most detailed way possible, so our support team knows how to help you. We strongly recommend that you backup your website before contacting support.
Tips for Getting Fast, Accurate Support
Are you an Elementor Pro user? If so, please make sure you use the same email address in your support ticket that you used when you purchased Elementor Pro. This will enable the system to match you up with your Pro account, and that gives us the ability to provide you with the Premium level of support that you paid for.
In your initial support request, please be as detailed as possible so we can understand the issue.
Here are some tips that help us help you:
- Give us links to the pages that have the actual issue happening right now.
- Show screenshots so we can visualize the problem.
- If the layout looks different in the editor than it does on the live site, show screenshots of both.
- What’s even better than screenshots? Video screencasts! Loom lets you create a free screencast where you can show us exactly the steps you are taking and you can explain it as you go.
- No matter how much detail you provide us, even with screenshots and screencasts, there are many situations where the only way we can take the troubleshooting to the next level is to be able to log into your WordPress admin area, using an Administrative-level user account, so we can fully investigate, and hopefully solve, the problem. We may ask you for your wp-admin administrative-level credentials, but you can be proactive and include that in your initial ticket if you’d like to save some back and forth communication time. Please include the following information when supplying us with credentials:
- The wp-admin URL, such as www.yourdomain.com/wp-admin (this may seem obvious but some users have the admin URL set up differently).
- The administrator-level username to login with
- The password to log in with
- Occasionally, we may even need access to your server’s cPanel account, so we can troubleshoot server setup issues. You can get this information from your host. We will need the cPanel's URL, its username, and its password.
Note: Once we receive credentials, we will begin troubleshooting, which may involve steps such as temporarily deactivating plugins or themes, so that we can test for compatibility issues. If you do not wish us to troubleshoot on your live site, then you should create a staging site, which is a duplicate test site, and give us credentials to this staging site instead. Several major hosting platforms like WP Engine or SiteGround offer services that create an online staging site, or you could also use a plugin such as WP Staging or WP Stagecoach, to do the same thing.
What do we support?
We support issues related to the current features of the Elementor plugin.
What don’t we support?
- Officially, we don’t support 3rd-party themes or plugins, even if they are Elementor addons. However, we do try hard to provide free support for this whenever possible. Precedence, of course, is given to issues that are linked solely to Elementor. So, while we may try to help solve a comparability problem, please understand that it may take time and ultimately we cannot guarantee that we can resolve it, as the solution may require the 3rd party to make changes on their end. For that reason, you should report the problem to the 3rd party as well. We strive to make Elementor as compatible as possible with 3rd party plugins and themes, but we cannot control the 3rd party's code. If you find conflicts, please report the problem via the relevant support channel for either the Free or Pro version of Elementor. You can report problems with the free version at the WordPress repository support channel and you can report problems with Elementor Pro via your Elementor Pro account dashboard.
- Although Elementor acquired the Layers theme in January 2019, all support for the theme is handled by the Layers User Community. You can read more about the terms of the acquisition.
- We don't support custom code or custom CSS. We recommend joining our Elementor Community on Facebook. Our tens of thousands of members may be able to help you create or troubleshoot custom code.
- We do not give general WordPress support. You can find resources and answers around WordPress in the WordPress.org forums.
- We do not provide SEO consulting. Please contact an SEO expert for these matters.