Support Policy

Last Updated: August 8, 2025

At Debuggers Studio, the creators of ProofWP, we believe that excellent customer support should be fast, human, and helpful. While others rely on bots and automation, we provide real, empathetic assistance—without compromising quality.

Official Support Channels

We provide support through the following verified channels:

Helpdesk (Support Tickets) [email protected]
WordPress.org Forum (for Free version users only): https://wordpress.org/plugins/ecomm-reels/
Live Chat: Available for pre-sales inquiries only on our website.

Note: If you are a Pro user, please use our support ticket system. As per WordPress.org guidelines, we cannot assist with premium features on their forum.

For any direct questions, email us at [email protected]

Have a feature suggestion? Share it with us via our upcoming Public Roadmap on proofwp.com

Unsupported Channels

We do not provide support via:

Facebook
Twitter
Phone calls
Any unofficial third-party platforms

Who Is Eligible for Support?

Support is exclusively available to customers who:

Purchased ProofWP Pro from our official website: https://proofwp.com/
Use the same email used during purchase when contacting support

⚠️ We do not provide support for nulled or pirated versions. These unauthorized copies often contain malicious code, risking your website’s security.

Response Time

Our team works 24/7 in rotating shifts.
You can typically expect a response within 24 hours.
During peak hours, delays may occur. Please be patient—we follow a first-come, first-served queue.

We believe in the motto: “No one is left behind.”

What Our Support Covers

We are happy to help with:

Plugin installation and initial setup
Usage and configuration guidance
Fixing verified bugs in the plugin

✅ We recommend updating to the latest version before reporting issues.

What Our Support Does NOT Cover

Our support does not include:

Plugin customizations or feature additions
CSS, JavaScript, PHP, or MySQL debugging/tutoring
SEO advice or consulting
General WordPress or Elementor issues
Site migration or server management
Troubleshooting conflicts with third-party themes or plugins
Any assistance for unauthorized (nulled) plugin versions

Bug Reporting

Think you found a bug?
Open a support ticket with clear steps to reproduce it.
We prioritize confirmed bugs and resolve them as quickly as possible.

Customization Requests

Customization or personal feature requests are not included in our standard support.
If you need advanced or project-specific development, we recommend hiring a qualified developer.

Why We Don't Offer Customization Support

Custom solutions take considerable time and can delay essential bug support for other users. To ensure fast and fair service for everyone, our team focuses solely on core plugin functionality.

Security and Access

In some cases, we may request temporary access to your staging or test site for troubleshooting purposes.

Before sharing credentials:

Always back up your full website
Use a staging site—not your live site
Follow our secure instructions for sharing access

All shared data is handled with strict confidentiality and is only accessible to you and our support team.

Useful Resources

📖 Documentation: https://proofwp.com/docs/
🧾 Helpdesk (Tickets): [email protected]
📩 Contact Page: https://proofwp.com/contact/
💸 Refund Policy: https://proofwp.com/refund-policy/
📜 Terms & Conditions: https://proofwp.com/terms-of-service/

Note: Debuggers Studio reserves the right to change or update this policy at any time without prior notice. For full details on usage, please review our Terms & Conditions.