Support Policy – Please Read Before Posting

  • Plugin Contributor Pippin Williamson

    (@mordauk)


    8 years, 9 months ago

    Welcome to the Easy Digital Downloads support forums. Please read this post before opening a new topic

    The EDD plugin author and development team provide support here for our core plugin. Customers seeking help with one of our official extensions should head over to our support page for assistance. Support is limited to customers with a valid license key.

    If we need to request sensitive details from you regarding your setup, we will ask that you submit your message via our support page and mark your topic as Resolved.

    We recommend Codeable if your request is for custom development. The EDD plugin author and development team do not provide support for customizations .
    In the spirit of maintaining an open source community, we encourage our users to continue utilizing this area to support one another.

    Prior to posting please search the forums.

    Staying up to date for compatibility and security.

    It’s important to stay up to date. WordPress makes changes that at times require plugins to also make adjustments so they remain compatible and secure.
    If you’re having trouble, we strongly advise following the steps below to ensure your website is working again as quickly as possible.

    • If your website is currently working, make a backup. Having a current, working backup is the safest way to ensure you have a plan if things go wrong. We recommend BackupBuddy. A backup will allow you to restore to a working website quickly if something goes wrong.
    • Make a note of the versions you currently have installed prior to an update. Knowing what was installed prior to an update can help you identify what may have happened or at least where to start looking. Take note of WordPress, Easy Digital Downloads and any of our official extensions.
    • Be aware of changes. Adding new plugins, changing themes, and updating can all have an impact on the functionality of your site. Certain plugins may not be compatible with one another. Take note of any plugin or theme changes so you can disable it quickly to see if that is causing the problem.
    • Check if your site is infected with Malware. The easiest way to test is with Sucuri
    • Update Easy Digital Downloads.
    • Update any extensions for Easy Digital Downloads.
    • Review our Documentation and Common Problems page.

      • We strongly encourage you to maintain a current backup and if possible test all updates on a local or staging version of your site before applying updates to the live site.

      Testing for conflicts and other issues.

      Disable all non Easy Digital Downloads related extensions that were not acquired from our website.

      Switch to a default WordPress theme such as Twenty Twenty-Twenty Twenty-One
      If you are using a caching plugin, such as W3 Total Cache, delete the cache before disabling it.

      Clear your browser cache.

      Once these steps are complete, please test your website. If the problem is gone you have a conflict. You can test what plugin is causing the conflict by turning each plugin back on one at a time and testing until the problem returns.

      If the conflict does not return with all plugins enabled your theme is most likely causing a conflict. Activate your theme and, if the problem has returned, your theme is causing the conflict.

      Support is provided here by our community of users. Support staff reviews topics posted here but our ability to provide support is limited. The concept here is to share knowledge from the community and help one another.

      If you open a new topic on the forums, please provide as much information as possible and a link to where the issue can be seen live.

  • The topic ‘Support Policy – Please Read Before Posting’ is closed to new replies.