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. In order to receive technical support, we strongly recommend getting acquainted with our support policy outlined below so that you understand how we can serve you better. The purpose of this policy is to lay out some basic expectations and provide instructions on how to get support.
If you purchased a product with an Annual Unlimited license, this allows you to have peace of mind as WordPress, Divi, and software keeps changing. We will be here to help and support our products during the first year from the date of purchase. If a year has passed, and you have not renewed the license, you would need to purchase the product again or pay a fee to get support.
If you purchased a product with Lifetime Single or Lifetime Unlimited license, this basically means we’ll keep supporting your product as long as we are in business. In other words, we will make every effort to provide support as long as we are able. With the Lifetime license, you won’t have to purchase again or pay a fee to get support.
How To Ask For Support
1. Check The Documentation First
We are happy to help you with anything you need related to our products. If there is any issue or concern with your product, please browse the documentation first to see if we have something that addresses it. If you have a question not covered in the documentation, or if you face any technical issue, please proceed to step #2.
HELP US ALL: We get emails every day from customers who never even read or reference the documentation and ask questions that are clearly explained there. We love to answer questions, but please do us both a favor and look for what you need before contacting us.
3. 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 Server
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.
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.
4. Send Us A Message
After checking the information on this page, and realizing the issue is within the scope of the Pee-Aye Creative support policy, please go to our support page and select the “Technical Problem” option in the dropdown, and we will be happy to help get this resolved for you! While completing the form, keep the items from steps #5 and #6 in mind.
6. Be Nice About It
We appreciate those who ask questions in kindness and treat us like real human beings. 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 problem with one of our products, it helps every user if you report those to us. The best way to approach us with a support request is to present the issue you are facing as a question. Remember, we do care about you, and want to help!
To that one person: I can hardly believe I have to say this, but if you refuse to cooperate, lie, falsely accuse, make threats, use inappropriate language, or behave in an unethical or unprofessional manner with our support team, keep in mind the terms of service you agreed to when making the purchase legally allow us to terminate your account.