Getting Support FAQs

March 6, 2026

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 &amp; Tags Management
<span class="hljs-bullet">5. </span>Custom Fields
<span class="hljs-bullet">6. </span>Notes &amp; Activities
<span class="hljs-bullet">7. </span>Stages &amp; Pipeline
<span class="hljs-bullet">8. </span>Modules &amp; Features
<span class="hljs-bullet">9. </span>Roles &amp; Permissions
<span class="hljs-bullet">10. </span>Form Integrations
<span class="hljs-bullet">11. </span>API &amp; Webhooks
<span class="hljs-bullet">12. </span>Contact Enrichment
<span class="hljs-bullet">13. </span>Mobile App
<span class="hljs-bullet">14. </span>Settings &amp; 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&amp;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

Still need help? Contact [email protected] – we’re here to help!

Getting Support FAQs

How do I get support for PloverCRM? #

What information should I include in a support request? #

What is NOT included in support? #

How long does it take to get a response? #

Can I get phone support? #

How do I report a bug? #

How do I request a new feature? #

Can I get help with setup and configuration? #

What if I’m not satisfied with the support? #

How do I access the knowledge base? #

Related FAQs #

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