Here at Pee-Aye Creative, we are committed to our products and to our customers. We make every effort to reply quickly and provide professional and personal service. Before contacting us for support, we strongly recommend getting acquainted with our product support policy outlined below. This will help both parties get to the answers and resolutions faster. The purpose of this guide is to simply lay out some basic expectations and provide instructions on how to get support.
How To Ask For Support
1. Check If You Have An Active Subscription
Before reaching out for support, please confirm that you have purchased the plugin from Pee-Aye Creative or Divi Marketplace and have an active subscription, as this is required for assistance. You can verify your subscription status in your account on our website or in your Elegant Themes account. To learn more, check our Product Subscription Management guide.
2. Reference The Product Documentation
We are happy to help with any questions or issues related to our products. If there is any issue or concern with your product, please start by checking the documentation, as it often contains solutions to common problems. We regularly update our documentation based on common queries from our customers. If you don’t find the answer you’re looking for here or in our other documentation, feel free to contact us for support, and we’ll be happy to assist you.
HELP US HELP YOU: We receive many questions daily from customers who have not yet reviewed our documentation. While we’re always happy to assist, we encourage you to reference the provided resources first, as they often contain the answers you’re seeking. This will help streamline the process for both of us and ensure a more efficient support experience.
3. Try To Narrow The Issue Down To Our Product
Did you know there are millions of possible unique scenarios when combining WordPress versions, Divi versions, plugins, plugin versions, PHP versions, caching, CDNs, security settings, and browser configurations? We shared a blog post and video about why bugs happen, which we highly recommend checking out!
Ultimately, issues are bound to arise—it’s not a matter of if, but when. When they do, the key is to narrow the issue down and isolate it as much as possible.
If the problem seems related to Divi itself, we recommend reaching out to Elegant Themes Support for assistance. On the other hand, if you suspect there might be an issue with your hosting environment or PHP compatibility, we suggest contacting your hosting provider.
To help address common problems, we’ve created a helpful resource titled How To Fix Divi, which offers simple solutions for the most frequent issues. Additionally, we’ve developed an in-depth guide called the Divi Troubleshooting Trail Guide—a unique series of step-by-step instructions designed to guide you through resolving typical problems. We believe these resources will be useful and encourage you to explore them.
4. Keep Some Expectations In Mind
All Software Has Learning Curves
If you are new to our products or even Divi, and are unsure about something, that’s very normal. All software has learning curves. We try to make our products as intuitive and seamlessly integrated into Divi as possible. If you are familiar with Divi, you will be familiar with our products.
Response Timeframes
We have incredibly fast responses times compared to the industry in general, and are proud of this. We achieve this with a very small team by two of us (Nelson and Sumaira) taking turns checking email at least twice a day, ensuring we see your emails within hours. We also check emails on the weekends as much as possible, although not as quickly. As for technical fixes, we usually have these completed within 24 hours of receiving login access, but some issues can take longer.
Ensure You’re Using the Latest Versions
To provide the best support and avoid spending time on issues that may have already been resolved, we require that both Divi and our plugins are kept up to date. We release updates to fix bugs and improve performance, so if you encounter an issue, the first step is to ensure you are on the latest version. If you’re running outdated versions, we won’t be able to assist until everything is up to date, as we do not operate with any known bugs. If you’re on the latest version and still experience an issue, it’s likely something we aren’t aware of yet, and we’ll be happy to help investigate further.
We Probably Don’t Know About The Issue
We totally understand that facing technical issues can be frustrating, especially when you have long, tiresome days and approaching deadlines. However, keep in mind that even if you are facing an issue, your message to us about it is almost always the first time we are hearing about that specific issue. We fix every known issue in updates, so unless we are preparing an update now, we probably don’t know of the issue you are facing, and it probably only happens on your site.
Be Nice Please
We appreciate those who approach us with kindness and treat us like real human beings. If there’s a problem with one of our products, rest assured that it was not intentional. We genuinely want to resolve any issues you encounter.
Please remember to maintain professionalism and respect when interacting with our team. In the rare case of inappropriate behavior—such as refusing to cooperate, making false accusations or threats, using inappropriate language, or acting unethically—we reserve the right to refuse service and terminate your account as outlined in our terms of service. We’re here for you and genuinely want to help, so let’s work together to resolve any issues effectively and respectfully.
Login Access May Be Required
Due to the nature of millions of possible scenarios of different code, plugins, themes, servers, caching, versions, and so much more in WordPress, there are many issues that only happen on your website that we cannot replicate on our own websites. In these situations, we will ask you to provide login access to your site so that we can investigate it and get it resolved. If this is required, will provide instructions about how to create a support user account for us.
5. Understand Limitations
Support vs. Customization
We are very eager to help solve any technical 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, and just ask you to be mindful if what you are asking is customization or an actual technical issue with our product.
We Cannot Access Local Servers
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, since almost all technical support queries require at least visiting the website to replicate the issue and check the code and browser console for errors.
Coming Soon Or Password-Protected Sites
If your site has coming soon mode enabled, the only way to access the site is by logging in with a user account (see below).
If the frontend of your site or page is password protected, please provide the credentials to bypass that so that we can at least access the frontend site for basic troubleshooting.
6. Send Us A Message
After checking the information on this page and confirming the issue falls within the scope of the Pee-Aye Creative support policy, please visit our support page and select the “Technical Problem” option in the dropdown. We’ll be happy to assist you in getting this resolved! While filling out the form, please keep the points from our support policy in mind
7. Provide Enough Relevant Details
Often we receive questions like “my plugin isn’t working.” That’s a good starting point, but the more context you can provide, the easier it is for us to understand what you’re experiencing and help you without unnecessary back-and-forth.
Here are some things that can help:
- Describe the issue in your own words. Tell us what you were doing, where the issue occurs, what happened, and anything you noticed that may be relevant. You don’t need to diagnose the problem or determine what’s causing it. That’s our job.
- Tell us how to reproduce the issue. If there are specific steps we can follow to see the problem ourselves, please include them.
- Provide the direct URL to the relevant page. This allows us to see the issue in context and, when possible, inspect the page ourselves using browser developer tools and other troubleshooting techniques.
- Share screenshots when they would be helpful. A screenshot can often show settings, error messages, or other details that are difficult to explain in words.
- Consider recording a short screen recording. A video can be especially helpful when the issue involves a series of steps, settings, or something happening inside the WordPress backend or Divi Visual Builder. Tools such as Loom make it easy to record your screen and share a link without uploading a video file.
- Make sure you’re using the latest version. Our support form automatically checks the latest available version of the selected plugin and asks you to confirm whether you’re up to date. We strongly recommend updating before requesting technical support, since an issue may already be resolved in a newer version.
- Provide temporary access when it would help us investigate. Some issues can only be reproduced on your particular WordPress, hosting, or Divi setup. Our plugins include a built-in Temporary Login feature that allows you to securely create temporary access for our support team. This is optional, but providing access can sometimes allow us to investigate the issue directly and resolve it without several rounds of back-and-forth messages. Learn how to create temporary access.
8. AI-Generated Technical Reports
As of September 14th, 2026, we do not accept AI-generated technical reports that attempt to diagnose our products for us.
AI can be useful; we understand that. You are welcome to use your favorite AI tools however you like while troubleshooting your own site, and we have no problem with using AI for writing, proofreading, translation, formatting, or organizing your thoughts.
However, please do not submit lengthy AI-generated reports that tell us what is supposedly wrong with our plugin, which file or line of code needs to be changed, how we should fix it, or when we should release an update based on the AI’s conclusions.
We have increasingly received reports like this containing incorrect assumptions, completely wrong technical details, and outright hallucinations about our products and how they work. In many cases, our support and development teams then have to spend significant time investigating claims that turn out to be false. This wastes our time and takes us away from helping customers with real issues.
If you believe you have found a bug, please tell us what you actually experienced, how we can reproduce it, and provide any relevant links, screenshots, recordings, login details, or other context. You are welcome to include useful observations from your own troubleshooting, but please leave the diagnosis and decisions about our plugin code to us.
We are the plugin creators, and we know our plugins inside and out. We understand how our products are built and how the code integrates with Divi and WordPress. Please allow our team to determine whether there is a bug, what is causing it, what needs to be changed in the code, and whether an update is required.
If a support request consists primarily of an AI-generated technical diagnosis rather than a description of the actual issue, we will ask you to resubmit it and write in your own words (as our form asks) before we respond or investigate further.
