Support center Senior engineers on every ticket
Premium support is included with every active subscription. The form below creates a ticket directly; you get an email confirmation within minutes and replies thread through that email. Tickets are served through our Zoho Desk service.
Before you open a ticket
Most tickets stall on missing information, not on the actual issue. Run through these four points before submitting and the engineer who picks up your ticket can usually answer in one round-trip.
01
Premium support is included with every active subscription. Check your license in /profile/license-keys/ before submitting. If it expired, renew at the 30% discount so the ticket attaches engineer time without a separate verification round-trip.
Verify license at /profile/license-keys/.
02
Update the plugin or theme to the latest version from /profile/download-history/, update WordPress core and PHP, clear page and object cache. Most issues raised against older versions are already fixed in the current release.
Latest plugin + WP + cleared cache.
03
A useful ticket includes site URL, plugin and WordPress versions, exact reproduction step, what you expected vs what you actually see, and a screenshot if the issue is visible. Tickets with these details get resolved on the first reply.
URL, versions, repro step, screenshot.
04
If the issue surfaces only when another plugin or theme is active, name it in the form. Conflicts caused by third-party code do not auto-qualify for refunds, but they are usually fastest to diagnose when the suspect plugin is named upfront.
Name the conflicting plugin or theme.
Submit a ticket
Tickets are tracked in our Zoho Desk portal at support.wbcomdesigns.com. The first confirmation email includes a link to activate your portal account; the portal uses a separate login from your main wbcomdesigns.com account. You can also just reply to the confirmation email thread without ever signing in to the portal - both work.
Coverage and channels
The ticket form is the primary channel because it carries history and routes to the right engineer. The other three exist for cases where the form is not the right shape.
01
support@wbcomdesigns.com reaches the same queue. Use it if the form is not the right shape, or if you cannot log in to verify your license. Include the same details that would have gone in the form.
support@wbcomdesigns.com.
02
The chat widget at the bottom right reaches the team during business hours. Use it for pre-sales questions, how-to clarifications, or feature toggles. For anything technical or code-level, use the ticket form instead because it carries history.
Chat widget, business hours.
03
Monday to Friday, 10:00 AM to 10:00 PM India Standard Time (+5:30 GMT), excluding major holidays. Tickets received outside coverage are picked up the next business day. Weekend coverage is best-effort with a 24 to 48 hour response target.
10am-10pm IST Mon-Fri.
04
Business days: 12 hours from ticket submission. Weekends: 24 to 48 hours. Active retainer customers get same-business-day priority during coverage hours. Urgent tickets marked "site down" jump the queue.
12hr weekday, 24-48hr weekend.
Common questions
Optional fields, only used when an issue cannot be diagnosed from logs alone. If you opt in, the engineer assigned to your ticket uses the credentials to reproduce or fix the issue directly on your install. We strongly recommend creating a temporary admin user for support access and deactivating it after the ticket is resolved.
Credentials travel from this form to our team mailbox over TLS and into our Zoho Desk ticket system, which is access-controlled to the support engineers only. We do not retain credentials after a ticket is closed. For maximum safety, use a temporary admin user and rotate the password after the issue is resolved.
All tickets are tracked in our Zoho Desk customer portal at support.wbcomdesigns.com. The portal uses a separate login from your wbcomdesigns.com account; activate it from the link in your first ticket-confirmation email. License keys, downloads, and subscription settings stay on the main wbcomdesigns.com account at /profile/.
Business days: 12 hours target from submission. Weekends: 24 to 48 hours. Urgent tickets jump the queue. Tickets are handled first-come, first-served within priority bands.
Yes. The form accepts up to 3 files at 8 MB each (JPG, GIF, PNG, PDF, DOC, DOCX). Most issue screenshots fit easily. For files larger than 8 MB, paste a private Google Drive or Dropbox link in the Reference Links field.
Yes. Reply to the closing email and the ticket reopens with the new context attached. For tickets older than 30 days, the team may ask you to open a fresh one for queue hygiene, but the original thread is referenced.
Mark Priority as "Urgent - site down" in the form. Urgent tickets jump the queue and route directly to the on-call engineer for the affected product. Use this only for actual production outages caused by a Wbcom product.
Use /contact/ for general inquiries, /career/ for job applications, /brand-assets/ for press, or /start-a-project/ for new project enquiries. The support form is specifically for product support; routing other queries here adds processing time.
Existing customer?
All tickets live in our Zoho Desk customer portal. It uses a separate login from your wbcomdesigns.com account - activate it from the link in your first ticket-confirmation email. License keys, downloads, and subscriptions stay on your main /profile/ dashboard.
After 16 years of buying WordPress themes and plugins, I know exactly what bad support looks like and Wbcom Designs is the polar opposite. My setup was a nightmare: multiple tools, deep integrations, custom configurations that required…