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 an active subscription, as this is required for assistance. You can verify your subscription status in your 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.” 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:
- Try to describe the issue as best you can while using correct terminology.
- Describe the steps you took prior to noticing the issue so that we can try to replicate it with the same steps.
- Provide the direct URL link to the page. This is always needed, and can be super helpful to solve problems just by going to your site and personally replicating the issue on the frontend and by using the browser developer tools to inspect the code or check for errors in the console.
- A picture is worth a thousand words in tech support, so be sure to share screenshots when prompted to upload files in the contact form!
- A screen recording is super helpful to quickly show us the entire context and avoid a lot of back and forth. We would love if you could please record your screen using a tool such as https://www.loom.com/ and then share the video link with us. (With a tool like Loom you do not actually send any video file, but instead just copy and share the video link after recording.) Try to show us a summary of the full context like the settings you are using, the backend of the builder, and what happens on the frontend.
- Share the current version number of the product you have installed. We want to make sure you are on the latest version of our plugins, as sometimes there are updates that are already released that solve known issue that were reported and already fixed.
- Many issues require us to access your site to investigate and troubleshoot the issue properly. If you know or think this will be needed, you can follow these instructions to create temporary website access.