SUPPORT
Paul Bunyan support
Most answers are in the documentation, and every PB code has its own page. If you still need help, the free edition is supported on the WordPress.org forum, and Professional customers open a support ticket with the people who build it.
FREE EDITION
Free edition: the WordPress.org forum
Support for the free edition is on the WordPress.org forum, in public, so the next person with the same question finds the answer. The forum link will appear here when the plugin’s listing is approved.
PROFESSIONAL
Professional: open a support ticket
Support for Professional is by ticket, not email. Sign in with the account you bought with, pick your order, and the ticket arrives with your plan, your sites and their versions already attached. That way we start on your problem straight away, without a round of questions about what you have installed.
We answer within 1 business day, Monday to Friday, Eastern time. In practice we work through tickets first thing in the morning, again before the end of the day, and in between as they come in. Our replies come to you by email, and you answer them under My Account → Support, where the whole conversation stays in one place.
Sign in to open a ticket
Use the account you bought with. Your ticket then arrives with your order, license, sites and versions attached, so we can start on the problem straight away.
Using a free edition? Questions go to the WordPress.org forum, where the answer helps the next person too.
Reporting a security problem?
Security reports are private, need no order, and go to the top of the queue. Please do not post them in a public forum.
If we need to look at your site, use Give support access in Paul Bunyan (how it works) to make a temporary sign-in link, and paste it into the ticket. It expires on its own, you can end it at any time, and nobody needs your password. Never send us a password.
Please open one ticket per problem. Replies to the same ticket keep everything in one place; a second ticket about the same thing only slows the answer down.
What to send
A question we can reproduce gets answered fastest. Include:
- what you did, step by step, and the page or screen
- what you expected, and what happened instead
- whether you were logged in, and whether the page is cached
- your WordPress, PHP and Paul Bunyan versions
- the PB code and the message text, if there is one
- what you have already tried
Paul Bunyan can package the evidence for you:
- One request: open it in Messages and choose Save this request as a file. You get one HTML file with that request’s timings, functions, queries (values removed) and errors, and nothing about visitors. Attach it to your ticket, or link it from the forum.
- The whole site: AI report → Download .md gives a plain-text summary of what Paul Bunyan found, with no email addresses, form values or query data.
Do not post passwords, API keys, license keys, customer details or whole log files. Copy only the lines that matter, and remove anything private first.
Licenses, renewals and billing
- Where is my license key? In your order email, and under My Account → Licenses. Enter it under Paul Bunyan → Professional on your site.
- Moving to a new site: remove the old site under My Account → Licenses, or press Remove key from this site in the License box on the old site, then enter the key on the new one.
- Staging and development copies (staging. and dev. addresses, .local and .test, localhost) do not use up a site.
- Renewals are yearly and automatic, and the same key is extended. You can cancel under My Account → Subscriptions; the key then runs to the end of the year you paid for.
- If the license ends, Professional keeps working with every feature. Updates and support tickets stop until you renew. Your site never breaks because of licensing.
- Refunds: within 14 days of purchase. A refunded renewal takes back only that year; a refunded first order cancels the key, and Professional switches off at its next daily check. The free plugin, and everything already recorded, keep working.
See License keys, sites and renewals for the details, and pricing for the plans.
Report a security problem
Please do not post security issues in the public forum. Use Reporting a security problem? in the form above: it is private, needs no order or account, and goes to the top of the queue.
Found it useful?
A rating on WordPress.org is the most helpful thing you can do for a free plugin. It is how other people find it.