do I have to give admin access to fix my WordPress theme for theme support?

limit the access to the tools that control your site– do you have access to create a copy of your site in a private (separate) staging area instead of allowing work directly in your live (production) site?

Also: some webhosting plans offer delegate access (i.e. Godaddy), collaboration access (i.e. SiteGround) or a user portal (i.e. WPEngine) for other limited access. ask your webhosting vendor about their specific arrangements.

ALWAYS create and download a backup copy of your complete website (files and database) before allowing work in it by a 3rd party vendor.

• This reply was modified 9 months ago by lisa.

Here’s what we tell devs who ask for admin access through the forums… note that it’s forbidden to do so here!

I’m am 100% sure you mean well but please never ask for credentials on these forums.

• https://www.ads-software.com/support/guidelines/#the-bad-stuff

Now for the why: The internet is a wonderful place full of very nice people and a few very bad ones. I’m sure everyone here is very nice however, by giving some ones keys to your house you are trusting they wont steal anything. Likewise the person who takes the keys is now responsible for the house FOREVER.

If something was to go wrong, then you the author may well legally become liable for damages, which they would not normally have been as their software is provided without warranty.

Please be aware that repeatedly asking for credentials will result in us escalating this to the plugins team.

It’s never necessary to do that. Here’s why.

There are many ways to get information you need and accessing the user’s site is not one of them. That’s going too far.

• Ask for a link to the https://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Ask the user to install the Health Check plugin and get the data that way.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again.
• Ask the user for the step-by-step on how they can reproduce the problem.

You get the idea.

Volunteer support is not easy. But these forums need to a safe place for all users, experienced or new. Accessing their system that way is a short cut that will get you into real trouble in these forums.

thank you for your respond.

Steven I don’t know what I did something bad and wrong, I simple ask advice and ask one question?

you respond:

“Here’s what we tell devs who ask for admin access through the forums… note that it’s forbidden to do so here!”

I’m not developer I’m owner website on WordPress. and support of the theme Not even on forum.

then you say : ” never ask for credentials on these forums.“

I didn’t ask any credentials here. I totally lost and don’t understand why you say like this.

“I’m am 100% sure you mean well but please never ask for credentials on these forums.“

No you are wrong,

then you say “Please be aware that repeatedly asking for credentials will result in us escalating this to the plugins team.” I don’t understand …

“Accessing their system that way is a short cut that will get you into real trouble in these forums.”

what I did wrong to tell me this? can you explain to me please, thank you

I maybe misunderstood you but from your answer looks like I did something wrong here…to ask help and advice.

• This reply was modified 9 months ago by Elena2021.

You asked if it’s normal to give theme support admin access to your site to fix something.

Steve was just clarifying that not only is that not normal, it’s not allowed in these forums.

He then listed out what he normal recommends to theme developers who think the only way to fix things is to have admin access to your site.

James thanks for your answer I still don’t understand, you mean its Not allowed here to ask kind of advice?

My question was: this theme support ( No they are Not from forums) ask only admin information and when I give them FTP accounts they told me they cant work this way and it was very strange becuase I worked before with developers and all they ask FTP info and works just find but this support of the theme what I use they ask whole entire server looks like and its was strange, that why I ask here this question, how usually support themes fix the problems on website? I think usually owner website create ftp account for this theme and they work this way..

oh I see, I think he talk to me about this stuff and that why I don’t understand. But he left its for supports.

Thank you for clarified it.

“He then listed out what he normal recommends to theme developers who think the only way to fix things is to have admin access to your site.”

• This reply was modified 9 months ago by Elena2021.
• This reply was modified 9 months ago by Elena2021.

There are many ways to address theme issues without logging in to a WordPress site. Steve listed those in his reply: https://www.ads-software.com/support/topic/do-i-have-to-give-admin-access-to-fix-my-wordpress-theme-for-theme-support/#post-17456785

I would switch themes before I let a theme developer bounce around in my site with admin permissions.

I totally understand but this theme very and high popular on WordPress and website its already build I just had some problem after update last version and when I give them ftp ( I create specific for them and only for them theme) support told me I have to give my admin information

Steven thank you for good ideas.

At the end of the day, it’s your site. I’m just saying I wouldn’t, no matter how good of a theme it is.

thank you for your help, I decide work around somehow without give them credentials, like Steven?says I cant give them my key from house , you can closed this post now

• This reply was modified 8 months, 4 weeks ago by Elena2021.
• This reply was modified 8 months, 4 weeks ago by Elena2021.