{"id":84658,"date":"2022-09-08T18:07:17","date_gmt":"2022-09-08T16:07:17","guid":{"rendered":"https:\/\/rmarketingdigital.com\/elementor\/como-obtengo-soporte-premium\/"},"modified":"2020-09-17T14:21:43","modified_gmt":"2020-09-17T17:21:43","slug":"como-obtengo-soporte-premium","status":"publish","type":"post","link":"https:\/\/rmarketingdigital.com\/en\/elementor\/como-obtengo-soporte-premium\/","title":{"rendered":"How do I get premium support?"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_86 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewbox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewbox=\"0 0 24 24\" version=\"1.2\" baseprofile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1' ><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/rmarketingdigital.com\/en\/elementor\/como-obtengo-soporte-premium\/#%C2%BFQue-es-el-soporte-premium\" >What is premium support?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/rmarketingdigital.com\/en\/elementor\/como-obtengo-soporte-premium\/#%C2%BFHa-probado-la-base-de-conocimientos\" >Have you tried the knowledge base?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/rmarketingdigital.com\/en\/elementor\/como-obtengo-soporte-premium\/#Utilice-nuestro-sistema-de-tickets\" >Use our ticket system<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/rmarketingdigital.com\/en\/elementor\/como-obtengo-soporte-premium\/#Como-enviar-un-ticket\" >How to submit a ticket<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/rmarketingdigital.com\/en\/elementor\/como-obtengo-soporte-premium\/#Consejos-para-obtener-asistencia-tecnica-rapida-y-precisa\" >Tips for Quick and Accurate Technical Support<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/rmarketingdigital.com\/en\/elementor\/como-obtengo-soporte-premium\/#Aqui-hay-algunos-consejos-que-nos-ayudaran-a-ayudarlo\" >Here are some tips to help us help you:<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/rmarketingdigital.com\/en\/elementor\/como-obtengo-soporte-premium\/#%C2%BFQue-apoyamos\" >What do we support?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/rmarketingdigital.com\/en\/elementor\/como-obtengo-soporte-premium\/#%C2%BFQue-no-apoyamos\" >What do we not support?<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<div class=\"contentWrapper\">\n<article id=\"fullArticle\">\n<ol>\n<li><a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/elementor.com\/pricing\/\">Elementor Pro<\/a><strong style=\"background-color: initial;\"> <\/strong>users get <strong>premium support<\/strong> from our team of professionals, and directly through your email. <\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"%C2%BFQue-es-el-soporte-premium\"><\/span>  What is premium support? <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>  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&#039; 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.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%C2%BFHa-probado-la-base-de-conocimientos\"><\/span>  Have you tried the knowledge base?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>  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 &quot;The directory could not be created,&quot; 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 &quot;error 500&quot; will take you directly to a guide to resolving those errors.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Utilice-nuestro-sistema-de-tickets\"><\/span>  Use our ticket system <span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>  There is no chat option in our support, but we managed to fix almost <strong>ALL<\/strong> 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 <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/www.facebook.com\/elemntor\">Facebook page<\/a> or our pre-sale chat. You can find our pre-sale chat bubble at the bottom of our <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/elementor.com\/contact\/\">Contact page<\/a>. It will look a bit like this: <img alt='file-azp7cpur61-1003399' src='https:\/\/rmarketingdigital.com\/wp-content\/uploads\/2020\/09\/file-Azp7cPUr61-1003399.jpg' style=\"width: 45px\" class=\"inline\"><\/p>\n<p>  From there, we can determine what happened to your ticket and connect you with the support team.<\/p>\n<p>  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.<\/p>\n<p>  Please note that access to premium support is through your account at <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/my.elementor.com\">my.elementor.com<\/a>. <strong>Support is for existing features only.<\/strong> 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 <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/github.com\/pojome\/elementor\/issues\">Github account<\/a>.<\/p>\n<p class=\"callout-yellow\">  * 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. <\/p>\n<h2><span class=\"ez-toc-section\" id=\"Como-enviar-un-ticket\"><\/span>How to submit a ticket<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<ol>\n<li>Go <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/my.elementor.com\">my.elementor.com<\/a><\/li>\n<li>Click on the <strong>Support for<\/strong> tongue<\/li>\n<li>See the help links provided. If the links do not solve your problem, write a few words on the form that describe your problem.<\/li>\n<li>A list of articles related to that issue will appear, if applicable. If none of those articles help solve your problem, click the <strong>Open ticket button<\/strong> at the end of the article list.<\/li>\n<li>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.<\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Consejos-para-obtener-asistencia-tecnica-rapida-y-precisa\"><\/span>  Tips for Quick and Accurate Technical Support <span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>  Are you an Elementor Pro user? If so, be sure to use the <strong>same email address<\/strong> 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. <\/p>\n<p>  In your initial support request, please be as detailed as possible so that we can understand the problem. <\/p>\n<h3><span class=\"ez-toc-section\" id=\"Aqui-hay-algunos-consejos-que-nos-ayudaran-a-ayudarlo\"><\/span>Here are some tips to help us help you:<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ol>\n<li>Damage <strong>Links <\/strong>to the pages that have the actual problem happening right now.<\/li>\n<li>to show <strong>screenshots <\/strong>so we can visualize the problem.<\/li>\n<li>If the layout looks different in the editor than it does on the live site, show screenshots of both.<\/li>\n<li>What&#039;s even better than screenshots? Video <strong>screencasts<\/strong>! Loom allows you to create a <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/www.useloom.com\/\">screencast<\/a> where you can show us exactly the steps you are taking and can explain it as you go. <\/li>\n<li>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: <\/li>\n<\/ol>\n<ul>\n<li>The wp-admin url, like <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"http:\/\/www.yourdomain.com\/wp-admin\">www.yourdomain.com\/wp-admin<\/a> (This may seem obvious, but some users have the admin URL set differently.)<\/li>\n<li>The administrator level username to log in<\/li>\n<li>The password to log in<\/li>\n<li>Occasionally, we may even need to access your server&#039;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.<\/li>\n<\/ul>\n<p class=\"callout-yellow\"> <strong>Note<\/strong>: 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 <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/wordpress.org\/plugins\/wp-staging\/\">WP staging<\/a> or <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/wpstagecoach.com\/\">WP Stagecoach<\/a>, to do the same.<\/p>\n<h3><span class=\"ez-toc-section\" id=\"%C2%BFQue-apoyamos\"><\/span>What do we support?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>  We support problems related to <em>current features<\/em> from the Elementor plugin. <\/p>\n<h3><span class=\"ez-toc-section\" id=\"%C2%BFQue-no-apoyamos\"><\/span>What do we not support?<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<ul>\n<li>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 <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/wordpress.org\/support\/plugin\/elementor\/\">WordPress repository support channel<\/a> and you can report issues with Elementor Pro through your <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/my.elementor.com\">Elementor Pro account dashboard<\/a>.<\/li>\n<li>Although Elementor acquired the Layers theme in January 2019, all support for the theme is handled by the <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"http:\/\/docs.layerswp.com\/forums\/\">Layer User Community<\/a>. You can <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/elementor.com\/blog\/elementor-acquires-layers\/\">read more about the terms<\/a> of the acquisition.<\/li>\n<li>  We do not support custom code or custom CSS. We recommend joining our <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"https:\/\/www.facebook.com\/groups\/Elementors\/\">Elementor Community<\/a> on Facebook. Our tens of thousands of members can help you create or troubleshoot custom code.<\/li>\n<li>  We do not offer general support for WordPress. You can find resources and answers about WordPress at <a rel=\"nofollow noopener noreferrer\" target=\"_blank\" href=\"http:\/\/wordpress.org\/\">WordPress.org<\/a> forums.<\/li>\n<li>  We do not provide SEO consulting. Contact an SEO expert for these matters.<\/li>\n<\/ul>\n<\/article><\/div>","protected":false},"excerpt":{"rendered":"<p>Elementor Pro los usuarios obtienen soporte premium de nuestro equipo de profesionales, y directamente a trav\u00e9s de su correo electr\u00f3nico. \u00bfQu\u00e9 es el soporte premium? Nuestros usuarios pagos tienen la&#8230;<\/p>","protected":false},"author":1,"featured_media":84659,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1352],"tags":[],"class_list":["post-84658","post","type-post","status-publish","format-standard","has-post-thumbnail","category-elementor"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v28.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>\u00bfC\u00f3mo obtengo soporte premium? - R Marketing Digital<\/title>\n<meta name=\"description\" content=\"Elementor Pro los usuarios obtienen soporte premium de nuestro equipo de profesionales, y directamente a trav\u00e9s de su correo electr\u00f3nico. \u00bfQu\u00e9 es el\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/rmarketingdigital.com\/en\/elementor\/how-do-i-get-premium-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u00bfC\u00f3mo obtengo soporte premium?\" \/>\n<meta property=\"og:description\" content=\"Elementor Pro los usuarios obtienen soporte premium de nuestro equipo de profesionales, y directamente a trav\u00e9s de su correo electr\u00f3nico. \u00bfQu\u00e9 es el\" \/>\n<meta property=\"og:url\" content=\"https:\/\/rmarketingdigital.com\/en\/elementor\/how-do-i-get-premium-support\/\" \/>\n<meta property=\"og:site_name\" content=\"R Marketing Digital\" \/>\n<meta property=\"article:published_time\" content=\"2022-09-08T16:07:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/rmarketingdigital.com\/wp-content\/uploads\/2020\/09\/file-Azp7cPUr61-6128670.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"135\" \/>\n\t<meta property=\"og:image:height\" content=\"136\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"R Marketing Digital\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/rmarketingdigital.com\\\/en\\\/elementor\\\/how-do-i-get-premium-support\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/rmarketingdigital.com\\\/en\\\/elementor\\\/how-do-i-get-premium-support\\\/\"},\"author\":{\"name\":\"R Marketing Digital\",\"@id\":\"https:\\\/\\\/rmarketingdigital.com\\\/#\\\/schema\\\/person\\\/7c0d9782b2977b840b3740f00c69a73e\"},\"headline\":\"\u00bfC\u00f3mo obtengo soporte premium?\",\"datePublished\":\"2022-09-08T16:07:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/rmarketingdigital.com\\\/en\\\/elementor\\\/how-do-i-get-premium-support\\\/\"},\"wordCount\":1497,\"image\":{\"@id\":\"https:\\\/\\\/rmarketingdigital.com\\\/en\\\/elementor\\\/how-do-i-get-premium-support\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/rmarketingdigital.com\\\/wp-content\\\/uploads\\\/2020\\\/09\\\/file-Azp7cPUr61-6128670.jpg\",\"articleSection\":[\"Elementor\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/rmarketingdigital.com\\\/en\\\/elementor\\\/how-do-i-get-premium-support\\\/\",\"url\":\"https:\\\/\\\/rmarketingdigital.com\\\/en\\\/elementor\\\/how-do-i-get-premium-support\\\/\",\"name\":\"\u00bfC\u00f3mo obtengo soporte premium? 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