Support
Real humans read every ticket. No bots, no Tier 1 deflection, no canned replies.
How Can We Help?
Check the docs first
Most answers live here, and you’ll be unblocked faster than waiting on a reply:
What to include in a ticket
- What you were trying to do, and what actually happened (paste any error verbatim, screenshot the UI if relevant)
- WordPress version, PHP version, and active theme
- When it started, and what changed right before
- License email if it’s a Pro issue
Tickets with full context get answered in one round. Tickets that need three clarifying emails take a week.
Get support
Tell us what you need. We typically respond within one business day. Attach a screenshot if it helps.
What’s covered
- Install, activation, and license issues
- Bugs and unexpected behavior
- How-to questions about the plugin
- Configuration questions not answered in the docs
- Compatibility with other plugins or themes (we’ll try; we can’t fix the other side)
What’s not covered
Out of scope here, but available as paid work through the agency arm at MasseyMedia:
- Custom CSS, JavaScript, or theme integration
- Custom WordPress development around the plugin
- WordPress, hosting, or server admin issues not specific to MMPlugs
- Data migration from another plugin (advice is free, the work is billable)
Response times
| Tier | First response | Hours |
|---|---|---|
| Free MMTable users | Best effort | Usually 1-2 working days |
| Single / Five Pro | 1 working day | Mon-Fri, Eastern US time |
| Unlimited Pro | Same working day | Mon-Fri, Eastern US time |
Weekend and holiday tickets land the next working day. Unlimited customers past SLA: reply on the same thread and flag it.
Refunds
30-day no-questions refund on Pro purchases. See the refund policy for details. Email your license address and a short reason; the reason isn’t gated, it’s just feedback.
Security issues
Found a security issue? Please don’t post it publicly. Email Us. We respond within one working day and credit you in the changelog once a patched release ships (unless you’d rather stay anonymous).
Bugs and feature requests
Both go through support. Bug fixes ship in the next patch release. Feature requests get triaged against the roadmap and answered with either “yes, planned for X” or “no, here’s why.”