How do I get support for PloverCRM? #
Support Channels:
1. Documentation (Start Here)
Visit docs.webplover.com/plovercrm for:
- Comprehensive guides
- Step-by-step tutorials
- Troubleshooting articles
- Video tutorials
- FAQ sections
2. Email Support
Email: [email protected]
- Response time: 24-48 hours (business days)
- Include license key
- Include error messages
- Include screenshots
- Describe steps to reproduce
3. Support Ticket System
Visit webplover.com/support to:
- Login with your account
- Submit detailed ticket
- Track ticket status
- View response history
4. Community Forum
Visit community.webplover.com to:
- Ask questions
- Share solutions
- Connect with other users
- Get community help
5. Live Chat (Pro/Enterprise)
Available on webplover.com:
- Business hours: Mon-Fri, 9am-5pm EST
- Instant responses
- Quick troubleshooting
- Pro/Enterprise licenses only
Support Hours:
Email/Ticket Support:
- Monday-Friday: 9am-5pm EST
- Response within 24-48 hours
- Closed weekends and holidays
Live Chat:
- Monday-Friday: 9am-5pm EST
- Instant responses during business hours
- Pro/Enterprise only
Emergency Support:
- Critical issues only
- Site down or data loss
- Contact via priority support line
- Enterprise licenses only
Learn more: Troubleshooting Common Issues
What information should I include in a support request? #
Essential Information:
1. License Information
- License key: XXXX-XXXX-XXXX-XXXX
- License type: Pro / Enterprise
- Purchase date: YYYY-MM-DD
- Domain: yoursite.com
2. System Information
- WordPress version: 6.4.2
- PloverCRM version: 1.3.2
- PHP version: 8.1.0
- MySQL version: 8.0.32
- Server: Apache / Nginx
- Hosting provider: SiteGround / Kinsta / etc.
How to Get System Info:
Go to PloverCRM → Settings → System Info → Click “Copy System Info” → Paste in support request
3. Problem Description
Be Specific:
❌ Bad: “PloverCRM not working” ✅ Good: “Contact list page shows blank screen after clicking ‘Contacts’ menu”
❌ Bad: “Form integration broken” ✅ Good: “Contact Form 7 integration creates contact but doesn’t apply tags”
Include:
- What you were trying to do
- What you expected to happen
- What actually happened
- When the issue started
- Any recent changes (updates, new plugins, etc.)
4. Steps to Reproduce
Example:
- Go to PloverCRM → Contacts
- Click “Add New Contact”
- Fill in email: [email protected]
- Fill in name: Test User
- Click “Save Contact”
- Error appears: “Email already exists”
- But no contact with that email exists
5. Error Messages
- Exact error message text
- Error code (if any)
- Screenshot of error
- Browser console errors (Press F12 → Console tab)
- PHP error log entries (contact hosting provider)
6. Screenshots/Videos
-<span class="ruby"> Screenshot of issue
</span>-<span class="ruby"> Screenshot of settings
</span>-<span class="ruby"> Screen recording of steps
</span>-<span class="ruby"> Annotate important areas</span>
7. What You’ve Tried
-<span class="ruby"> Cleared cache
</span>-<span class="ruby"> Disabled other plugins
</span>-<span class="ruby"> Switched to default theme
</span>-<span class="ruby"> Checked error logs
</span>-<span class="ruby"> Searched documentation</span>
Support Request Template:
Subject: [Brief description of issue]
License Key: XXXX-XXXX-XXXX-XXXX Domain: yoursite.com
System Information: [Paste system info from PloverCRM → Settings → System Info]
Issue Description: [Detailed description of the problem]
Steps to Reproduce:
- [Step 1]
- [Step 2]
- [Step 3]
Expected Result: [What should happen]
Actual Result: [What actually happens]
Error Messages: [Paste any error messages]
What I’ve Tried:
- [Action 1]
- [Action 2]
- [Action 3]
Screenshots: [Attach screenshots]
Additional Context: [Any other relevant information]
Learn more: Common Issues
What is NOT included in support? #
Support Limitations:
NOT Covered:
1. Custom Development
- ❌ Custom features
- ❌ Custom integrations
- ❌ Custom modifications
- ❌ Custom reports
- ❌ Custom workflows
Alternative: Hire developer or request quote for custom work
2. Third-Party Plugin Issues
- ❌ Conflicts with other plugins
- ❌ Other plugin configuration
- ❌ Other plugin bugs
- ❌ Theme conflicts
Alternative: Contact other plugin/theme developer first
3. Server Configuration
- ❌ Server setup
- ❌ PHP configuration
- ❌ MySQL optimization
- ❌ Server troubleshooting
- ❌ Hosting issues
Alternative: Contact hosting provider
4. WordPress Core Issues
- ❌ WordPress installation
- ❌ WordPress configuration
- ❌ WordPress core bugs
- ❌ WordPress updates
Alternative: Contact hosting provider or WordPress.org forums
5. General WordPress Training
- ❌ How to use WordPress
- ❌ How to install plugins
- ❌ How to create pages
- ❌ Basic WordPress concepts
Alternative: WordPress.org documentation or tutorials
6. Business Consulting
- ❌ Marketing strategy
- ❌ Sales process design
- ❌ Business workflow optimization
- ❌ CRM strategy
Alternative: Hire business consultant
7. Data Recovery
- ❌ Recovering deleted data (without backup)
- ❌ Recovering from hacked site
- ❌ Recovering from server failure
Alternative: Restore from backup or hire recovery specialist
8. Emergency Support (Free License)
- ❌ After-hours support
- ❌ Weekend support
- ❌ Priority support
- ❌ Phone support
Alternative: Upgrade to Pro/Enterprise license
What IS Covered:
✅ PloverCRM Functionality
- Plugin features
- Bug fixes
- Configuration help
- Best practices
✅ PloverCRM Integrations
- Form builder integrations
- Facebook Lead Ads
- Google Ads
- Webhook integrations
✅ Mobile App
- App connection issues
- App functionality
- App bugs
- App configuration
✅ API
- API endpoints
- API authentication
- API errors
- API documentation
✅ Troubleshooting
- Error diagnosis
- Performance issues
- Compatibility issues
- Configuration issues
Learn more: Pricing & Licensing FAQs
How long does it take to get a response? #
Response Times:
Email/Ticket Support:
First Response:
- Free License: 48-72 hours
- Pro License: 24-48 hours
- Enterprise License: 12-24 hours
Resolution Time:
- Simple issues: 1-2 days
- Complex issues: 3-7 days
- Bug fixes: 1-2 weeks (next update)
- Feature requests: Varies (roadmap dependent)
Live Chat (Pro/Enterprise):
- During business hours: Instant
- Outside business hours: Email fallback
Priority Support (Enterprise):
- Critical issues: 2-4 hours
- High priority: 4-8 hours
- Normal priority: 12-24 hours
Factors Affecting Response Time:
Faster Response:
- ✅ Clear problem description
- ✅ Complete system information
- ✅ Steps to reproduce included
- ✅ Error messages provided
- ✅ Screenshots attached
- ✅ Pro/Enterprise license
Slower Response:
- ❌ Vague description
- ❌ Missing information
- ❌ Cannot reproduce issue
- ❌ Multiple issues in one ticket
- ❌ Weekend/holiday submission
- ❌ Free license
Expediting Support:
1. Provide Complete Information
- Include all required details
- Use support request template
- Attach relevant screenshots
2. One Issue Per Ticket
- Don’t combine multiple issues
- Create separate tickets
- Easier to track and resolve
3. Respond Promptly
- Check email regularly
- Respond to follow-up questions
- Provide requested information
4. Upgrade License
- Pro: Faster response times
- Enterprise: Priority support
- Live chat access
Checking Ticket Status:
- Login to webplover.com/support
- View “My Tickets”
- Check ticket status:
- Open: Awaiting response
- In Progress: Being worked on
- Waiting: Awaiting your response
- Resolved: Issue fixed
- Closed: Ticket closed
Learn more: Pricing & Licensing FAQs
Can I get phone support? #
Phone Support Availability:
Enterprise License Only:
Priority Support Line available for Enterprise licenses:
- Available for Enterprise licenses
- Business hours: Mon-Fri, 9am-5pm EST
- For critical issues only
- Scheduled calls available
Not Available For:
- ❌ Free licenses
- ❌ Pro licenses
- ❌ General questions
- ❌ Training requests
Alternative Support:
Live Chat (Pro/Enterprise):
Available at webplover.com:
- Real-time text chat
- Business hours
- Quick responses
- Screen sharing available
Email Support (All Licenses):
Email: [email protected]
- Detailed responses
- Screenshots and videos
- Permanent record
- Easier to track
Screen Sharing (Pro/Enterprise):
Scheduled sessions available:
- Book via support ticket
- 30-minute sessions
- Troubleshooting help
- Configuration assistance
Why Email/Chat Over Phone:
Benefits of Email/Chat:
- ✅ Permanent record of conversation
- ✅ Easy to share screenshots/videos
- ✅ Can include code snippets
- ✅ Can attach files
- ✅ Can reference later
- ✅ Multiple support agents can help
- ✅ Asynchronous (no scheduling needed)
Phone Limitations:
- ❌ No visual reference
- ❌ Hard to share technical details
- ❌ No permanent record
- ❌ Requires scheduling
- ❌ Language barriers
- ❌ Time zone issues
Requesting Phone Support:
For Enterprise Customers:
- Submit support ticket
- Mark as “Critical”
- Request phone callback
- Provide phone number
- Specify time zone
- Wait for callback
For Pro Customers:
- Upgrade to Enterprise for phone support
- Or use live chat (similar experience)
- Or schedule screen sharing session
Learn more: Pricing & Licensing FAQs
How do I report a bug? #
Bug Reporting Process:
Step 1: Verify It’s a Bug
Check:
- Is it documented behavior?
- Is it a configuration issue?
- Is it caused by another plugin?
- Is it a server issue?
- Is it user error?
Test:
<span class="hljs-number">1.</span> Disable all other plugins
<span class="hljs-number">2.</span> Switch to <span class="hljs-section">default</span> WordPress theme
<span class="hljs-number">3.</span> Clear all caches
<span class="hljs-number">4.</span> Test again
<span class="hljs-number">5.</span> If issue persists, likely a bug
Step 2: Search Existing Reports
<span class="hljs-number">1.</span> Check documentation
<span class="hljs-number">2.</span> Search community forum
<span class="hljs-number">3.</span> Check known issues <span class="hljs-type">list</span>
<span class="hljs-number">4.</span> Search support tickets
Step 3: Gather Information
Required:
- PloverCRM version
- WordPress version
- PHP version
- Steps to reproduce
- Expected vs actual behavior
- Error messages
- Screenshots
Helpful:
- Browser console errors
- PHP error log
- Server error log
- Network requests (F12 → Network)
Step 4: Submit Bug Report
Via Email:
<span class="hljs-attribute">To</span>: support<span class="hljs-variable">@webplover</span>.com
<span class="hljs-attribute">Subject</span>: [BUG] Brief description
[Use bug report template below]
Via Support Portal:
<span class="hljs-number">1.</span> Login to webplover.com/support
<span class="hljs-number">2.</span> Click <span class="hljs-string">"Submit Ticket"</span>
<span class="hljs-number">3.</span> Select <span class="hljs-string">"Bug Report"</span> category
<span class="hljs-number">4.</span> Fill in details
<span class="hljs-number">5.</span> Submit
Bug Report Template:
Subject: [BUG] Brief description of bug
Bug Description: [Clear description of the bug]
Steps to Reproduce:
- [Step 1]
- [Step 2]
- [Step 3]
Expected Behavior: [What should happen]
Actual Behavior: [What actually happens]
System Information:
- WordPress: 6.4.2
- PloverCRM: 1.3.2
- PHP: 8.1.0
- Browser: Chrome 120.0
- Theme: Astra
- Other Plugins: [List active plugins]
Error Messages: [Paste any error messages]
Screenshots: [Attach screenshots]
Additional Context:
- When did this start?
- Does it happen every time?
- Any recent changes?
- Workarounds tried?
Step 5: Follow Up
- Respond to questions promptly
- Provide additional information if requested
- Test proposed fixes
- Confirm when bug is fixed
Bug Priority:
Critical (P0):
- Site down
- Data loss
- Security vulnerability
- Fixed within 24-48 hours
High (P1):
- Major feature broken
- Affects many users
- No workaround
- Fixed in next patch release
Medium (P2):
- Minor feature broken
- Affects some users
- Workaround available
- Fixed in next minor release
Low (P3):
- Cosmetic issue
- Rare occurrence
- Easy workaround
- Fixed when possible
After Reporting:
- Bug added to issue tracker
- Assigned priority
- Scheduled for fix
- You’ll be notified when fixed
- Update released with fix
Learn more: Common Issues
How do I request a new feature? #
Feature Request Process:
Step 1: Check Existing Features
<span class="hljs-number">1.</span> Review documentation
<span class="hljs-number">2.</span> <span class="hljs-keyword">Check</span> <span class="hljs-keyword">if</span> feature <span class="hljs-built_in">exists</span>
<span class="hljs-number">3.</span> <span class="hljs-keyword">Check</span> <span class="hljs-keyword">if</span> it's configurable
<span class="hljs-number">4.</span> Ask <span class="hljs-built_in">in</span> community forum
Step 2: Search Existing Requests
1. <span class="hljs-keyword">Check</span> roadmap: webplover.com/roadmap
<span class="hljs-number">2.</span> <span class="hljs-keyword">Search</span> community forum
<span class="hljs-number">3.</span> <span class="hljs-keyword">Check</span> feature request <span class="hljs-keyword">list</span>
<span class="hljs-number">4.</span> Vote <span class="hljs-keyword">on</span> existing requests
Step 3: Submit Feature Request
Via Email:
<span class="hljs-attribute">To</span>: support<span class="hljs-variable">@webplover</span>.com
<span class="hljs-attribute">Subject</span>: [FEATURE REQUEST] Brief description
[Use feature request template below]
Via Community Forum:
<span class="hljs-number">1</span>. Go to community<span class="hljs-selector-class">.webplover</span><span class="hljs-selector-class">.com</span>
<span class="hljs-number">2</span>. Navigate to <span class="hljs-string">"Feature Requests"</span>
<span class="hljs-number">3</span>. Click <span class="hljs-string">"New Request"</span>
<span class="hljs-number">4</span>. Fill <span class="hljs-keyword">in</span> <span class="hljs-selector-tag">details</span>
<span class="hljs-number">5</span>. Submit
Feature Request Template:
Subject: [FEATURE REQUEST] Brief description
Feature Description: [Clear description of the feature]
Use Case: [Why do you need this feature?] [What problem does it solve?] [How would you use it?]
Current Workaround: [How do you currently handle this?] [What are the limitations?]
Proposed Solution: [How should it work?] [What should the UI look like?] [Any examples from other tools?]
Business Impact: [How important is this feature?] [How many users would benefit?] [Would you pay extra for this?]
Additional Context: [Any other relevant information] [Screenshots or mockups] [Links to similar features]
Step 4: Community Voting
-<span class="ruby"> Feature requests posted <span class="hljs-keyword">in</span> forum
</span>-<span class="ruby"> Community can vote (upvote/downvote)
</span>-<span class="ruby"> Popular requests prioritized
</span>-<span class="ruby"> You<span class="hljs-string">'ll be notified of updates</span></span>
Feature Request Priority:
High Priority:
- ✅ Many users requesting
- ✅ Solves common problem
- ✅ Aligns with product vision
- ✅ Technically feasible
- ✅ High business value
Medium Priority:
- ⚠️ Some users requesting
- ⚠️ Nice to have
- ⚠️ Moderate complexity
- ⚠️ Medium business value
Low Priority:
- ❌ Few users requesting
- ❌ Edge case
- ❌ High complexity
- ❌ Low business value
- ❌ Doesn’t align with vision
Feature Development Timeline:
- High Priority: 1-3 months
- Medium Priority: 3-6 months
- Low Priority: 6-12 months or never
Alternatives to Waiting:
1. Custom Development
- Hire developer
- Build custom solution
- Request quote from WebPlover
2. Use Hooks/Filters
- Extend functionality via code
- Use WordPress hooks
- Check developer documentation
3. Use Workaround
- Alternative approach
- Combination of features
- Third-party integration
4. Upgrade to Enterprise
- Custom feature development
- Priority feature requests
- Dedicated development time
Tracking Feature Requests:
- Check roadmap: webplover.com/roadmap
- Subscribe to newsletter
- Follow on social media
- Check release notes
Learn more: PloverCRM Roadmap
Can I get help with setup and configuration? #
Setup Assistance:
Included in All Licenses:
1. Documentation
Comprehensive setup guides available:
- Installation guide
- Initial setup wizard
- Configuration tutorials
- Video walkthroughs
- Best practices
2. Email Support
Configuration questions answered:
- Settings recommendations
- Best practices advice
- Troubleshooting help
- General guidance
3. Community Forum
Community help available:
- Ask questions
- Share experiences
- Learn from others
- Get tips and tricks
Pro/Enterprise Extras:
1. Priority Support
Faster responses:
- 24-48 hour response (Pro)
- 12-24 hour response (Enterprise)
- Detailed guidance
- Configuration review
2. Live Chat
Real-time help:
- Instant responses
- Quick questions
- Configuration tips
- Best practices
3. Screen Sharing (Enterprise)
Guided setup:
- 30-minute sessions
- Walk through configuration
- Answer questions live
- Troubleshoot issues
Enterprise Onboarding:
Included with Enterprise:
Dedicated onboarding:
- 1-hour onboarding call
- Guided setup
- Configuration review
- Best practices training
- Q&A session
Onboarding Process:
- Kickoff Call (30 min)
- Discuss requirements
- Review use cases
- Plan configuration
- Setup Session (60 min)
- Install and configure
- Set up integrations
- Configure roles/permissions
- Import contacts
- Training Session (30 min)
- Team training
- Feature walkthrough
- Mobile app setup
- Best practices
- Follow-up (30 min)
- Answer questions
- Troubleshoot issues
- Optimize configuration
- Review results
DIY Setup Resources:
Quick Start Guide:
- Install plugin
- Activate license
- Run setup wizard
- Choose CRM provider
- Configure settings
- Create custom fields
- Set up integrations
- Import contacts
- Configure mobile app
- Train team
Video Tutorials:
- Installation and setup (10 min)
- Creating custom fields (5 min)
- Setting up form integrations (8 min)
- Configuring roles and permissions (12 min)
- Mobile app setup (7 min)
- Importing contacts (6 min)
Common Setup Questions:
Q: Which CRM provider should I choose? A: PloverCRM for simplicity, FluentCRM for advanced features
Q: How do I set up form integrations? A: See Form Integrations Overview
Q: How do I configure roles and permissions? A: See Roles & Permissions Overview
Q: How do I connect the mobile app? A: See Connecting Mobile App
Professional Services:
Custom Setup:
- Full setup and configuration
- Custom field design
- Integration setup
- Team training
- Ongoing support
Request Quote:
Email: [email protected]
Include:
- Number of users
- Number of contacts
- Required integrations
- Custom requirements
- Timeline
Learn more: Quick Start Guide | Initial Setup Wizard
What if I’m not satisfied with the support? #
Support Quality Commitment:
Our Promise:
- ✅ Professional responses
- ✅ Timely replies
- ✅ Helpful solutions
- ✅ Respectful communication
- ✅ Follow through
If You’re Not Satisfied:
Step 1: Provide Feedback
Email: [email protected] Subject: Support Feedback – Ticket #[number]
- What went wrong?
- What could be improved?
- What would you like to see?
Step 2: Request Escalation
- Reply to support ticket
- Request escalation to manager
- Explain your concerns
- Manager will review and respond
Step 3: Contact Management
Email: [email protected]
- Describe issue
- Include ticket number
- Explain what happened
- Request resolution
Common Concerns:
“Response too slow”
- Check license type (upgrade for faster support)
- Ensure complete information provided
- Consider live chat (Pro/Enterprise)
“Solution didn’t work”
- Provide more details
- Request alternative solution
- Ask for escalation
“Support agent unhelpful”
- Request different agent
- Escalate to manager
- Provide specific feedback
“Issue not resolved”
- Request escalation
- Ask for senior technician
- Consider professional services
Refund Policy:
30-Day Money-Back Guarantee:
- Valid for new purchases
- Within 30 days of purchase
- No questions asked
- Full refund
Refund Process:
- Email: [email protected]
- Subject: Refund Request
- Include:
- License key
- Purchase date
- Reason (optional)
- Refund processed within 5-7 business days
After Refund:
- License deactivated
- Support access removed
- Plugin still works (no updates)
- Can repurchase anytime
Improving Support:
We Value Your Feedback:
- Regular support surveys
- Feature request voting
- Community feedback
- Annual customer survey
How We Improve:
- Hire more support staff
- Improve documentation
- Create more tutorials
- Faster response times
- Better tools
Learn more: Pricing & Licensing FAQs
How do I access the knowledge base? #
Knowledge Base Access:
Main Documentation:
Visit docs.webplover.com/plovercrm for:
- Complete documentation
- Searchable
- Organized by category
- Regularly updated
Navigation:
By Category:
<span class="hljs-bullet">1. </span>Getting Started
<span class="hljs-bullet">2. </span>Core Concepts
<span class="hljs-bullet">3. </span>Contact Management
<span class="hljs-bullet">4. </span>Lists & Tags Management
<span class="hljs-bullet">5. </span>Custom Fields
<span class="hljs-bullet">6. </span>Notes & Activities
<span class="hljs-bullet">7. </span>Stages & Pipeline
<span class="hljs-bullet">8. </span>Modules & Features
<span class="hljs-bullet">9. </span>Roles & Permissions
<span class="hljs-bullet">10. </span>Form Integrations
<span class="hljs-bullet">11. </span>API & Webhooks
<span class="hljs-bullet">12. </span>Contact Enrichment
<span class="hljs-bullet">13. </span>Mobile App
<span class="hljs-bullet">14. </span>Settings & Configuration
<span class="hljs-bullet">15. </span>Advanced Topics
<span class="hljs-bullet">16. </span>Troubleshooting
<span class="hljs-bullet">17. </span>FAQs
By Search:
<span class="hljs-bullet">1. </span>Go to docs.webplover.com
<span class="hljs-bullet">2. </span>Use search bar
<span class="hljs-bullet">3. </span>Enter keywords
<span class="hljs-bullet">4. </span>View results
<span class="hljs-bullet">5. </span>Click relevant article
Popular Articles:
Getting Started:
Common Tasks:
Troubleshooting:
Video Tutorials:
📺 youtube.com/webplover
-<span class="ruby"> Installation <span class="hljs-keyword">and</span> setup
</span>-<span class="ruby"> Feature walkthroughs
</span>-<span class="ruby"> Integration tutorials
</span>-<span class="ruby"> Tips <span class="hljs-keyword">and</span> tricks
</span>-<span class="ruby"> Troubleshooting guides</span>
Blog:
📝 webplover.com/blog
-<span class="ruby"> Feature announcements
</span>-<span class="ruby"> Best practices
</span>-<span class="ruby"> Use cases
</span>-<span class="ruby"> Tips <span class="hljs-keyword">and</span> tricks
</span>-<span class="ruby"> Industry insights</span>
Community Forum:
💬 community.webplover.com
-<span class="ruby"> User discussions
</span>-<span class="ruby"> Q&A
</span>-<span class="ruby"> Tips <span class="hljs-keyword">and</span> tricks
</span>-<span class="ruby"> Feature requests
</span>-<span class="ruby"> Bug reports</span>
Newsletter:
📧 Subscribe at webplover.com/newsletter
-<span class="ruby"> Monthly updates
</span>-<span class="ruby"> New features
</span>-<span class="ruby"> Tips <span class="hljs-keyword">and</span> tricks
</span>-<span class="ruby"> Case studies
</span>-<span class="ruby"> Special offers</span>
Offline Access:
Download Documentation:
<span class="hljs-number">1.</span> Go <span class="hljs-keyword">to</span> docs.webplover.<span class="hljs-keyword">com</span>
<span class="hljs-number">2.</span> Click <span class="hljs-string">"Download PDF"</span>
<span class="hljs-number">3.</span> <span class="hljs-keyword">Save</span> <span class="hljs-keyword">to</span> computer
<span class="hljs-number">4.</span> Access offline
Plugin Help:
PloverCRM → Help
-<span class="ruby"> Contextual help
</span>-<span class="ruby"> Quick links
</span>-<span class="ruby"> Common tasks
</span>-<span class="ruby"> Troubleshooting</span>
Learn more: Complete Documentation
Related FAQs #
Still need help? Contact [email protected] – we’re here to help!
