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Paul Bunyan Message Logger by Diamond Sierra

Get support, and give support access safely

Paul Bunyan → Get support has what speeds up any support question: a block of support details to paste into your ticket or forum post. With Paul Bunyan Professional, the same screen can also make a temporary sign-in link for when support needs to look at your site. Never send anyone a password.

Updated · By Diamond Sierra

The Fix first screen: problems ranked by cost, each with its PB code and what to do
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Copy support details

Press Copy support details and paste the result into your ticket or forum post. It lists:

  • Paul Bunyan's version and edition
  • WordPress, PHP and database versions, the web server, and memory limits
  • object cache, page cache and debug settings, and how scheduled jobs run
  • the theme, and every active plugin with its version
  • whether Paul Bunyan is recording, how much it traces, and the PB codes seen in the last 7 days

It holds no keys, passwords, email addresses or visitor data. Read it before you send it; it is plain text, so you can remove anything you would rather not share.

Give support access (Professional)

When support needs to see the problem on your site, and Paul Bunyan Professional is active, make a temporary sign-in link:

  1. Open Paul Bunyan → Get support.
  2. Under Give support access, choose how long it lasts (1 to 14 days) and add a note for yourself, such as the ticket number.
  3. Press Make a sign-in link, copy the link, and paste it into your ticket. The link is shown only once.

What the link does:

  • It signs in to a temporary administrator account made only for support. That account cannot sign in with a password at all, only with the link.
  • The account deletes itself when the link expires. Anything it created passes to you.
  • Every sign-in through the link is listed on the screen, with the time and network, and in Messages.
  • End access now deletes the account at once. Deactivating Paul Bunyan Professional does the same for every support account.
  • The link keeps working while recording is switched off, so support can still get in when you have turned Paul Bunyan off.

Treat the link like a key to the site: share it only in your private ticket, not in a public forum.

If a security plugin requires two-factor sign-in

Some security plugins make every administrator set up two-factor sign-in. The support account may then stop at that setup screen. Exempt the account in your security plugin while support works on your site, or say so in the ticket.

Where to ask

The free edition is supported on the WordPress.org forum. Copy support details works there too; never post a sign-in link in a public forum. Professional customers open a private ticket on our support page, add a sign-in link if we need to look, and we answer within 1 business day.

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