The quickest way to ensure proper adherence to your support request is to complete our website support request form. Please review our support request best practices to ensure a speedy response.
You must be on a Tipsy Support Website Care Plan to request website support. Support requests made from individuals not on care plans will not be addressed.
Best Practices When Requesting Support
We’re more than happy to help you make changes to your website anytime. But can we be real with you? This relationship really only makes sense if we’re able to work well together.
That means while we take responsibility for keeping your website secure, backed up, and well-maintained, you take responsibility for getting us the information we need to complete your WordPress tasks effectively.
Our goal is to be the very best technical support partner for any individual, business, or organization with a WordPress website. You can help us do that by following our best practices.
This is super helpful for our technical team. When you send images of exactly what’s wrong, we can nail down exactly what needs to be done.
UNHELPFUL: “I need the attached image added to my blog post!”
HELPFUL: “Please add the attached image to my blog post (yourwebsite.com/this-specific-blog-post/) and see the directions below to put it in the right place. Thanks!”
The Loom Chrome extension allows you to take quick videos if a written email or screenshots just won’t cut it.
It’s best to include high-level details in your subject field so that we’ll know exactly where to go to make the changes you want.
UNHELPFUL: Subject – (No subject)
HELPFUL: About Us page needs realignment.
Include as many details as you can when you’re giving us edits or tasks to complete. That way, we know exactly what needs to be done.
UNHELPFUL: “My website has some spelling mistakes. Please fix them all ASAP!”
HELPFUL: “My About Me page has the word “WordPress” in it but it should be “WordPress” with a capital P. Please change that when you can!”
This will help us to troubleshoot the issue and fix it faster. If we’re looking at your website on Chrome but your issue was on Firefox, that’s something we need to know.
UNHELPFUL: “My website’s header looks funny! Please fix it!”
HELPFUL: “The background color of my header looks a little off. I’m using Google Chrome on a tablet. Please fix this when you can!”
This way, we know exactly what page you’re referring to and can go right there when making any necessary edits.
UNHELPFUL: “One of my blog posts needs a featured image. Please add one!”
HELPFUL: “This blog post needs a featured image. Please add the attached one: yourwebsite.com/this-specific-blog-post/”
This one is really underrated, but please remember that we are real people helping you, not just magic WordPress robots. We like to have fun running our business, and that means not dealing with intolerable customers. Being mean or overly-demanding probably won’t get you very far.
UNHELPFUL: “Here are 50 edits I need done on my website within the next hour. If you don’t get it done, I’m leaving you a 1-star review!”
HELPFUL: “Here are a few changes I need to my site. If you could get to them as quickly as possible, I’d really appreciate it. As always, appreciate you guys and thanks for kicking butt!”