LegalPlugincy policies

Support Policy

What you can expect when you reach out to the Plugincy team.

2 min read8 sections

Key facts

Support 24/7

Support in English

For active license holders

Reply within 24 business hours

We’re committed to delivering quality plugins — and that includes dependable, respectful, and timely support. Please take a moment to review our support policy to understand what you can expect when you reach out to us.

Office Hours

Our support team is available 24/7, every day of the year.

Support Language

Support is provided exclusively in English. To help us assist you efficiently, please make sure your messages are clearly written in decent English.

Who Is Eligible for Support?

Support is available only to customers with an active and valid license for any of our paid plugins. If your license has expired, please renew it to regain access to support services.

How We Offer Support

We provide support via live chat (with AI help) and our ticketing system.
We do not offer support through Facebook, Twitter, phone, or any other platform.

Before submitting a ticket, we strongly recommend reviewing our product documentation and tutorials, which cover installation, configuration, usage, and common troubleshooting steps.

Response Time

We aim to respond to all support tickets within 24 business hours (excluding holidays).
While we typically respond sooner, there may be occasional delays — we appreciate your patience during high-volume periods.

What Our Support Covers

We’re here to assist with:

Plugin installation guidance
Configuration and setup for intended use
Functionality as described in plugin documentation
Usage questions
Bug reporting and known issues
Fixing features that are not working as intended

What Our Support Does Not Cover

We do not provide:

Custom development or plugin modifications
Support for third-party themes, plugins, or conflicts caused by them
Support for expired licenses
Custom styling, advanced integrations, or feature enhancements beyond the plugin’s core capabilities

However, if a third-party plugin causes issues and you inform us before purchase, we’ll happily investigate compatibility.

Bug Fixing Promise

If you discover a bug in any of our plugins, please report it. We’ll prioritize it, fix it promptly, and release an update. Users will be notified through our official support channel once a fix is deployed.

For customization requests outside the plugin’s scope, feel free to contact us via the Contact Us page — we’ll do our best to assist or recommend a path forward.

Thank you for choosing Plugincy. We’re here to help you succeed with reliable tools and responsive support.

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