How do I get premium support?

1. Elementor Pro users get premium support from our team of professionals, and directly through your email.

What is premium support?

Our paid users have the highest priority in our support system, and responses to their support tickets take priority. Additionally, support reps will offer to log into paid users' WordPress dashboards and even their hosting control panels such as cPanel when needed to debug and troubleshoot. This service is not available for free users.

Have you tried the knowledge base?

While we are eager to help you, please note that we also offer extensive documentation and tutorials for each feature in our docs area. Sometimes this is the fastest way to solve your problem. Go to https://docs.elementor.com/ to search the entire collection. If you see an actual error message, try searching for a few words in the message itself. For example, if you see a message that includes the phrase "The directory could not be created," type that exact phrase in the search bar and you will be directed to a help document that provides tips for solving that problem. Similarly, searching for "error 500" will take you directly to a guide to resolving those errors.

Use our ticket system

There is no chat option in our support, but we managed to fix almost ALL problems arising through our ticket system. Please note that our ticket system is email based. As with all email systems, emails may occasionally miss their final destination or end up in spam folders. If you do not receive our responses within 24 hours, please check your spam folders first and then if there is still no response, please contact us through our Facebook page or our pre-sale chat. You can find our pre-sale chat bubble at the bottom of our Contact page. It will look a bit like this:

From there, we can determine what happened to your ticket and connect you with the support team.

Once we contact you, if necessary, we may request login details / user credentials for certain issues, so that our team of trained and talented technical service experts can resolve the issues for you. Tickets are tier-based and some tickets can be escalated as needed to resolve issues.

Please note that access to premium support is through your account at my.elementor.com. Support is for existing features only. Development issues (custom widgets and functions, custom code and CSS, BETA testing issues, compatibility issues with the plugins you developed) should be submitted to our Github account.

* We have an excellent and attentive support team made up of professionals from around the world, who cover our help desk 24 hours a day, 7 days a week. However, this does not mean that we can provide immediate or live responses. We strive to respond to each ticket as soon as possible, with the goal of obtaining a first response within 24 hours.

How to submit a ticket

1. Go my.elementor.com
2. Click on the Support for tongue
3. See the help links provided. If the links do not solve your problem, write a few words on the form that describe your problem.
4. A list of articles related to that issue will appear, if applicable. If none of those articles help solve your problem, click the Open ticket button at the end of the article list.
5. Submit your ticket and try to describe your problem in as much detail as possible, so our support team knows how to help you. We strongly recommend that you make a backup copy of your website before contacting support.

Tips for Quick and Accurate Technical Support

Are you an Elementor Pro user? If so, be sure to use the same email address on your support ticket that you used when you purchased Elementor Pro. This will allow the system to pair you with your Pro account, and that gives us the ability to provide you with the Premium level of support you paid for.

In your initial support request, please be as detailed as possible so that we can understand the problem.

Here are some tips to help us help you:

1. Damage Links to the pages that have the actual problem happening right now.
2. to show screenshots so we can visualize the problem.
3. If the layout looks different in the editor than it does on the live site, show screenshots of both.
4. What's even better than screenshots? Video screencasts! Loom allows you to create a screencast where you can show us exactly the steps you are taking and can explain it as you go.
5. No matter how much detail you give us, even with screenshots and screencasts, there are many situations where the only way we can take troubleshooting to the next level is to be able to log into your WordPress admin area, using a user. administrative level. account, so that we can fully investigate and hopefully resolve the issue. We may ask for your wp-admin admin level credentials, but you can be proactive and include them on your initial ticket if you want to save some time on back and forth communication. Please include the following information when you provide us with credentials:

• The wp-admin url, like www.yourdomain.com/wp-admin (This may seem obvious, but some users have the admin URL set differently.)
• The administrator level username to log in
• The password to log in
• Occasionally, we may even need to access your server's cPanel account, in order to troubleshoot server configuration issues. You can get this information from your host. We will need the cPanel URL, your username, and your password.

Note: Once we receive the credentials, we will begin troubleshooting, which may involve steps like temporarily disabling plugins or themes, so we can test for compatibility issues. If you do not want us to troubleshoot your live site, you must create a test site, which is a duplicate test site, and provide us with the credentials for this test site. Several major hosting platforms like WP Engine or SiteGround offer services that create an online staging site, or you can also use a plugin like WP staging or WP Stagecoach, to do the same.

What do we support?

We support problems related to current features from the Elementor plugin.

What do we not support?

• Officially, we do not support third-party themes or plugins, even if they are Elementor plugins. However, we strive to provide free support for this whenever possible. Of course, priority is given to issues that are solely tied to Elementor. Therefore, while we may try to help resolve a comparability issue, please understand that it may take time, and ultimately we cannot guarantee that we can resolve it, as the solution may require a third party to make changes on your part. For that reason, you should also report the problem to a third party. We strive to make Elementor as compatible as possible with third-party plugins and themes, but we cannot control third-party code. If you find conflicts, please report the problem through the appropriate support channel for the free or Pro version of Elementor. You can report problems with the free version in the WordPress repository support channel and you can report issues with Elementor Pro through your Elementor Pro account dashboard.
• Although Elementor acquired the Layers theme in January 2019, all support for the theme is handled by the Layer User Community. You can read more about the terms of the acquisition.
• We do not support custom code or custom CSS. We recommend joining our Elementor Community on Facebook. Our tens of thousands of members can help you create or troubleshoot custom code.
• We do not offer general support for WordPress. You can find resources and answers about WordPress at WordPress.org forums.
• We do not provide SEO consulting. Contact an SEO expert for these matters.