For BotBlocker users, technical support keeps the plugin stable and secure. We help at every stage: installation and setup, integrations, and hard cases that need a closer look.
CRM and Ticketing
All requests go through a dedicated CRM platform with ticketing. That gives control over every question:
- submit a request through the user portal;
- each request gets a ticket number, so the status stays visible;
- the ticket reaches a specialist who knows the product.
No question goes missing, and the answer accounts for the setup on that particular site.
Email Support
Prefer email? BotBlocker takes requests at the support address as well:
- send questions, feedback, and bug reports by email;
- messages enter the ticket system and are handled in the same queue;
- the thread stays in your request history.
What Support Covers
- Plugin installation and setup.
- Integration with other plugins and services.
- Errors, conflicts, and failures.
- Feature requests and improvement ideas.
- Advice on security settings and analytics.
What to Include in a Request
The clearer the description, the faster the fix. In the first message, include:
- the site URL;
- WordPress, PHP, and BotBlocker versions;
- what you did before the error appeared;
- the error text or a screenshot;
- which caching and security plugins are active.
If the problem sits on one page, add its URL and the time of the visit. The log makes it easier to find the record. Never send passwords or card details.
How to Speed Up the Review
- Update BotBlocker to the current version.
- Check whether the error repeats on a site copy.
- Turn off caching while you test.
- Write down the steps that lead to the error.
Then the first reply usually carries a fix instead of a request for missing data.
How to Describe a Problem
Answer five questions: what you did, what you expected, what you got, when it started, and what changed on the site before that. A plugin update, a theme switch, or a new cache explains half of all requests.
If the error comes and goes, note the time of at least one case. That lets us find the log record and see which check fired.
Example Request
A short message works better than a long one: \”Site example.com, WordPress 6.8, BotBlocker 1.7.6. After enabling GeoIP Language Mismatch the contact form returns 403. Started yesterday, cache is off, nothing else changed. Screenshot attached.\”
That is enough to reproduce the situation without another round of questions.
What Happens After the Reply
Answer in the same ticket: the history stays, and you do not have to describe everything again. If the fix did not work, say what changed. That narrows the search.
Where to Track the Status
Every ticket has a number. It shows who took the request and where it stands. The thread stays in the portal, so you can return to an old question later without repeating the details.
Response Time and Follow-Up
- Requests are handled promptly.
- Each ticket is tracked until the problem is resolved.
- After the fix we ask whether everything works for you.
FAQ
How do I open a support ticket?
Log in to the user portal and submit a request, or write to the support address.
What information should I provide?
The site URL, WordPress and plugin versions, a description of the issue, and the steps that led to it.
Can I attach screenshots?
Yes. Screenshots and a short screen recording help us understand the problem faster.
The email did not arrive. What now?
Send the request through the portal and include the address you wrote from and the send time.