FORUM GUIDELINES AND SUGGESTIONS – GET HELP FASTER :)

  • Hi All,

    In order to give you the best support we can we’d like to request you follow a few rules and suggestions. This is so we can help you faster and so you understand a few guidelines that everyone should follow. Some of these are things we require and some are rules that the forum moderators here (who are volunteers, so hats off to those fine people!) enforce. This is a community and it takes all of us to help each other out.

    SUPPORT

    Due to security and privacy issues no support will be given in social media
    This includes Twitter, Facebook, WhatsApp, Instagram, MySpace, Geocities, etc. The only place we offer support is here in the free forums or in our premium only ticket system. Please refer to one of the links below to get help with your site.

    If you are a free customer, please post your issue in these forums.
    Wordfence has dedicated, paid, and trained support staff here to help you and other members of our free community.

    We are not able to discuss any premium features in this forum.
    The www.ads-software.com forum moderators will close your thread if you do this. Priority support for paid premium customers is available at https://support.wordfence.com/ If you have a question about a premium feature but are not a premium member yet, please email [email protected] and someone will gladly answer any presales questions you have.

    HOW TO GET YOUR ISSUE SOLVED QUICKLY
    If you’d like to get a fast and friendly response from us, please help us by following these simple etiquette guidelines:

    • Have you tried searching for your question/issue in our online documentation or here in the forums? Many answers can be found quickly like that. Documentation can be found at https://wordfence.com/help
    • Please keep your posts as short as possible. It lets us respond to more posts per day because we have less to read in order to understand your problem and respond. This doesn’t mean don’t include details. Please include many details. We love details. What we mean is that sticking to the topic and providing relevant information helps us focus on the issue and be able to help as many people as possible.
    • Make sure and post all relevant details. Hosting environment (Windows, Linux?), error messages, last thing you did right before the site blew up, etc. are all good things to include. Linking to screenshots you’ve uploaded is very very helpful and appreciated. You can use a site like https://postimages.org/ to do this.
    • Do not hijack someone else’s post. If you have a problem and hope to get help, please start your own thread. Don’t reply to someone else’s thread saying “I have the same problem, here’s my information, how can I fix this.”. Only reply if you’re adding information that may help the original poster and don’t need help yourself.
    • Adding to the item above, if a post is marked resolved, please don’t post a ‘me too’ response there. Your problem has a greater chance of being seen when you post in a new post. Feel free to reference the resolved post by adding the url for the post you saw
    • Please don’t post to the announcement posts, especially the release announcements. Create a new post as mentioned above.
    • We do try to read every post that appears here and we make every effort to give you a timely response. We value our free community as much as our paid customers. Sometimes the sheer volume of requests coupled with other circumstances like holidays, etc it may take a little time. Your patience is appreciated. If your post gets missed replying to it may help us see it. Opening several other posts will likely result in them being removed.
    • Please be polite. While we understand that you may be frustrated, angry, or confused, we can’t tolerate cursing, general meanness, or abuse. We are here to help and keeping it civil helps us do that. This includes the use of ALL CAPS.
    • Please do not open your support request with “If you don’t do X I will stop using your plugin” or “I was going to buy a premium license but I have this one problem you must fix first”. Neither of these will get your request answered faster. According to WordPress, these forums are voluntary for users and for plugin and theme authors. At Wordfence we try to support all our users, free and Premium, as best we can but we do have limitations to what we can do here or ask here. We work the issues as they come in, depending on our resource availability (like QA and/or Dev teams that we may have to ask for input from), and do our best to respond to everyone. Occasionally some things here get missed due to the way the forums work and we do apologize. If you need a guaranteed answer in a quicker time frame, then Premium Wordfence may be a better option for you.
    • Adding to that, posting a one star review in which you offer to change the revew if you get help for a problem, especially if you haven’t posted in the forums or entered a ticket first, may result in the moderators removing your review.
    • If your topic becomes locked or deleted, please understand that it was not us. We can’t do those things. A www.ads-software.com moderator did so for a reason they deemed worthy. We may ask for it on a rare occasion, but they actually do the locking/deletion. If your account was blocked the fastest way to find out why is to post in the forums channel at https://wordpress.slack.com

    WORDFENCE AND GDPR
    The European Court of Justice has struck down the Privacy Shield agreement that allowed for the transfer of EU Personally Identifiable Information (PII) to the US. Wordfence has provided a Data Processing Agreement (DPA) that includes Standard Contractual Clauses (SCCs) since May 2018 that we rely upon to transfer data from our European customers. While Wordfence does continue to follow the framework created by the Privacy Shield and remains part of the Privacy Shield program, we continue to use SCCs to allow for the transfer of EU PII. The Wordfence DPA with the SCCs can be found here: https://www.wordfence.com/help/general-data-protection-regulation/
    If you have any other questions related to GDPR or privacy in general please direct them to [email protected]. We will only answer these types of questions there.

    DOCUMENTATION IS AVAILABLE
    Many issues that are easily solvable are listed on our documentation site which you can get to directly using this link:
    https://wordfence.com/help

    Would you like to know more about security in general? Click here to access our free online Security Learning Center:
    https://wordfence.com/learn

    DISCUSSION ABOUT FEATURE REQUESTS OR RECENTLY ADDED FEATURES:
    We welcome feature requests and suggestions. However, if you have constructive criticism, a way to do something better, or dislike how we have implemented something please email those to [email protected]. These forums are here so you can discuss issues you are having with the plugin and so we can try and help solve them.
    Example :

    • “I can’t get my scan to complete” is appropriate for these forums
    • “Your scan sucks because it does X the wrong way” is not appropriate for these forums
    • “Why did you add a scan for X? You should have added a scan for Y and Z” is not appropriate for these forums

      • If you send the last 2 types of comments to the feedback email address they will make it in front of the dev team quicker. That doesn’t mean they will be implemented or indicate how soon they will be implemented if they are. But it will get eyes on the email from several people that make those decisions.

      To make it easier for us to track issues we will mark any topic that hasn’t received a new response from the original poster in 10 days as resolved. You can always come back to the topic and mark it open but doing so without providing any further detail won’t be helpful and may not elicit a response.

      Remember, no support questions will not be answered in this post so please start a new thread.

      Thanks for choosing Wordfence!

      Tim

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