Try To Narrow The Issue Down To Our Product
Obviously with software, WordPress, Divi, plugins, etc. there are going to be lots of moving parts that require our attention. If possible, try to narrow the issue down and be at least half suspicious that it could be due to our product. You could also check out guide on How To Fix Divi as that clears up a lot of things.
Is the question or issue related to WordPress?
If yes, please contact your hosting provider for help.
Is the question or issue related to Divi?
If yes, please be sure read the Divi documentation or contact Elegant Themes support.
Is the question or issue related to our product?
If you think the answer is yes, then please fill out the form at the bottom of any page in our documentation area and we will be happy to help get this resolved!
HELPFUL: Install our Divi Support Helper plugin and share the report with us!
Support vs. Customization
We are very eager to help solve any problems with our product. We also are very active helping people in the Divi community with our tutorials and free advice. However, there is a fine line between support and customization that needs to be mentioned. This is usually not an issue, but occasionally we get asked about things that are clearly beyond product support. Don’t get us wrong, we love to help! But we don’t provide for our family by working for free, so in these situations we will kindly let you know. If you have feature suggestions, we absolutely take those! And we often provide small snippets to solve little wants with our products, but please be mindful if what you are asking is just customization or if it is actually an issue with an advertised feature of our product.
If you are working on a local server, most likely we will not be able to help you until the site is on a live server where we can access it.
We have very simple instructions for creating a support access. Sometimes customers refuse to comply (not sure why), and in this case we have the full right to also refuse to give support. There is no reason to be stubborn and do things your own way. The plugin we use for support access is ideally suited for a support scenario, and includes the ability to limit our access, track activity, and is very handy. We’re not against you, we are for you!
Be Nice About It
First, we appreciate those who ask questions in kindness and treat us like real human beings. We are a very small company, and do not have support staff. If there is a problem with one of our products, let me assure you we did not do it on purpose just to annoy you. We obviously do not want there to be any issues with our products. If you notice a bug or conflict with one of our products, it does help us tremendously if you report those. The best way to approach us with a support request is to ask a question rather than leaving a rant. We sound like we speak from experience, don’t we? 🙂
Provide Enough Relevant Details…PLEASE!
Often we see questions like “my plugin isn’t working.” This is fine, but it means we will need several more back-and-forth emails just to understand the issue. Here are some tips to help us help you faster:
- Tell us the exact name of the product
- Provide a link to your site – we literally cannot help without this!
- Describe the issue as best you can and try to use the correct terminology
- List the steps you took prior to noticing the issue
- Consider sharing the report from our free Divi Support Helper plugin
These steps are perfect to start out. Providing these will help us answer the question or fix the issue much faster and avoid playing so much email tag. Most of the time we can solve the issue quickly from this first email, but occasionally we need to actually log into the site to investigate. When that happens, we will ask you to create a support user account. We’ll let you know if this is needed.