Where to start
Your experience with BuddyBoss doesn’t stop at the checkout. We are committed to providing you with the support you need to take full advantage of our products.
Your first step at getting guidance on a specific product is to check our growing list of product tutorials.
Support is only provided via our Help Desk. Currently, we do not provide support via any other channel (including, but not limited to email, Twitter, Facebook or over the phone).
Although you may find information about our products in forums and articles, please be aware that we do not moderate those. Our team can only assist you via our Help Desk.
You can submit a ticket via our Help Desk. When submitting your ticket, please be aware of what is included as part of our support service and what is not.
Our frequently asked questions page contains answers to the most common questions. Please have a look, before submitting a ticket.
Who can access the Help Desk
To access our support, you will need to have an active license for your product. All our products come with 1 year of updates and access to our support service. The license can be renewed prior to the end of the year for 50% of the product’s regular price. After a license expires, it can no longer be renewed and will need to be purchased again.
What is included in our support service
Support includes assistance with the installation, configuration and use of our products. Only our products are supported.
When a bug is reported to us, we commit to fixing the issue as soon as possible. For smaller issues, and when possible, we will try to provide a solution via our Help Desk as a temporary fix while we’re waiting for a new product update.
A bug is only valid when it is an issue with the set of features we advertise about our product. A new feature request or a new integration will not be considered as a bug.
What is not included in our support service
- Support for products from third parties
- Fixing issues related to integrations with other third party software that are not mentioned on our product pages, as supported integrations
- General BuddyPress Support. We do not provide support for issues that are not closely related to our products. Please use the BuddyPress support forum for general BuddyPress related issues.
- General WordPress Support. Please use the WordPress support forums for general WordPress issues.
- Customizations and modifications (including, but not limited to color changes, image changes etc…)
- Adding new features to our products, or extending the existing features.
In our quest to provide the best possible support, we must have some limitations to allow our support team to provide the best service. Providing assistance with customizations and modifications can take up extra time from our support agents, which can be hurting their ability to respond to another customer with a valid issue, in a timely manner. And that customer can sometimes be you.
Customizations and Modifications
We do not customize our products for your specific project requirements. Our products are sold as described in their product page and other supporting documents on our website.
Anything that changes the look and feel or the functional aspects of a product is considered a customization.
While we do try to provide you with as much guidance as possible, you are responsible for any additional customizations as required by your project.
While we do have a team that handles custom development, the service is limited to larger size projects. For customizations, Codeable is a service that has worked pretty well for our customers.
Troubleshooting Issues on Customer’s website
In certain circumstances, we may need to login to your site and troubleshoot an issue you have reported. We ask that you ensure you have a proper backup of your site when providing us with access to your server. While our team takes all the necessary precautions when working on your server, BuddyBoss does not accept any responsibility for any damage, or loss of data caused as a result of working on your server.
30 day Refund Policy
If you are having an issue with a product and for that reason decide not to use it, we will be happy to provide a full refund within 30 days of your purchase. Beyond the 30 days, we will not be able to provide any refund.
For a refund to be granted, you must first submit a request explaining what issues you are having with our product and allow reasonable time for us to help fix the issues.
If you simply decide that you do not want to use the purchased product anymore, we will not process a refund. We are committed to supporting our products and helping with any issues you’re having. We also expect you to know what you are purchasing and why.
For more information, you can view our Refund Policy page.
About this Support Policy
Our Support Policy outlines the expectations you can have from our support service.
By using our site, you consent to our Support Policy.
If you do not agree with our Support Policy, or have questions, please contact us before using our website.