Support Policy

Where to start

Your experience with BuddyBoss doesn’t stop at the checkout. We are committed to providing you with the support you need to take full advantage of our products.

Your first step at getting guidance on a specific product is to check our BuddyBoss documentation and our growing list of video tutorials.

If our extensive documentation and our video tutorials don’t help answer your question, our support team is available 24/7 to assist you. You can create a new ticket from your account area and our team will be there to assist you.

Support Channels

Support is only provided via our Help Desk. Currently, we do not provide support via any other channel (including, but not limited to email, Twitter, Facebook or over the phone).

Although you may find information about our products in forums and articles, please be aware that we do not moderate those. Our team can only assist you via our Help Desk.

You can submit a ticket via our Help Desk. When submitting your ticket, please be aware of what is included as part of our support service and what is not.

Our documentation site contains answers to most questions. Please have a look, before submitting a ticket.

Who can access the Help Desk

To access our support, you will need to have an active license for your product. If your product license or subscription expires, you will no longer have access to support. After a license expires or a subscription is not renewed, it can no longer be reactivated and will need to be purchased again.

Refund policy

Depending on the product you purchase, you are entitled to a 14-21 day refund period from the date of your purchase. Find out more details about the refund policy and how it applies to each product we sell. Read more about our Refund Policy.

Troubleshooting issues on a customer’s website

In certain circumstances, we may need to log in to your site and troubleshoot an issue you have reported. We ask that you ensure you have a proper backup of your site when providing us with access to your server. We also ask that you always change your password information or remove access, after we’ve helped you with the task. While our team takes all the necessary precautions when working on your server, BuddyBoss does not accept any responsibility for any damage, or loss of data caused as a result of our team working on your server.

What is included in our support service

Support includes assistance with the installation, configuration, and use of our products. Only our products are supported.

What is not included in our support service

Support for products from third parties
Fixing issues related to integrations with other third-party software that are not mentioned on our product pages, such as supported integrations
General BuddyPress Support. We do not provide support for issues that are not closely related to our products. Please use the BuddyPress support forum for general BuddyPress-related issues.
General WordPress Support. Please use the WordPress support forums for general WordPress issues.
Customizations and modifications (including, but not limited to color changes, image changes, etc…)
Adding new features to our products, or extending the existing features.

In our quest to provide the best possible support, we must have some limitations to allow our support team to provide the best service. Providing assistance with customizations and modifications can take up extra time from our support agents, which can hurt their ability to respond to another customer with a valid issue, in a timely manner. And that customer can sometimes be you.

Customizations and Modifications

Customizing our products for your specific project requirements is not included as part of the support we provide. Our products are sold as described in their respective product pages and other supporting documents on our website.

Anything that changes the look and feels or the functional aspects of a product is considered a customization.

While we do try to provide you with as much guidance as possible, you are responsible for any additional customizations as required by your project.

We do provide Done For You services, through our Done For You App service and our Agency.

Our agency provides a wide range of services and can assist with your custom development needs. We work on custom projects, and hourly retainers, provide specialized staff to help expand your team, and partner with other agencies to provide WordPress and BuddyBoss specialized development services. You can contact our agency if you need help with your project.

Bug Fixing

When a product bug is reported to us, we commit to fixing the issue as soon as possible.

For smaller issues in our themes & plugins, and when possible, we try to provide a solution via our Help Desk as a temporary fix while we’re waiting for a new product update.

A bug is only valid when it is an issue with the set of features we advertise about our product. A new feature request or a new integration will not be considered a bug.