SOS: Getting Help with WordPress.com
WordPress.com has fantastic customer support. Of course, I’m just a tad biased, since I’m a member of WordPress.com’s support staff. We are “Happiness Engineers” because we want to make you happy!
Support is readily available, but we’ve found that sometimes when our users have a question or a problem, they’re not sure how to contact us. If you have any paid upgrade, the easiest way to get in touch with us is to use the contact support form. You’ll be given an option of whether to get support publicly or privately. If you choose publicly, your question will still be answered by a staff member, but it will be visible to anyone in the forums, so that lots of people can benefit from the response. If you choose private, only you and support staff will be able to see your question.
If you don’t have a paid upgrade, never fear! You can still post your question in our community forums. Posting in the forums is an excellent way to get help. We have many active forum volunteers who can troubleshoot many issues, and WordPress.com staff also answer as many threads in the forums as we possibly can. In fact, I spend all day in the forums myself!
Happiness Engineers answer support questions in the order we receive them, and while we try very hard to answer all questions in 24 hours, we do sometimes get behind. But we answer every email that we get.
You can help speed up the process by including as much detail as you can about your problem in your email or forum post. Problem with a specific post or page? Link us directly there. Issue loading your site? Try it in a couple different browsers and let us know which one. And a shiny gold star to anyone who provides a screenshot of the issue — we love us some screenshots because they are the fastest way to show us exactly what you see yourself.
Happiness Engineer Kathryn provides a helpful checklist of things to include:
- A link to the site
- Screenshot of the issue
- Browsers you’ve checked
- Platform (Mac? PC? iOS? Android?)
- Your level of technical skill
- Anything unusual about your setup
- Anything you’ve already tried to fix the problem
- Exact steps to replicate problem if it’s not apparent
- Actions taken just before the problem started
That’s all you need to know, but depending on your specific question, there are a couple of other avenues you might explore. If you have the Custom Design upgrade and you have questions about using CSS to modify your theme, try posting your question in the CSS Customization forum.
While any member of the support staff will do their best to answer your CSS questions, we are not all at the same skill level when it comes to tricky CSS modifications. The staff members who are most expert at CSS work in the CSS forum, and volunteers who are particularly well-versed in CSS help out there, as well.
If you have a premium theme, there’s a special support forum just for your theme that is monitored by the theme developers themselves. If you’re having any problems with your premium theme, you can go directly to the experts! Also, reviewing previously answered questions in your theme’s forum will likely be helpful, and it might even give you some great ideas for how to tweak your display.
Finally, if you need additional one-on-one support, we do offer a Business upgrade. With WordPress.com Business, you gain access to live chat support from 9:00am to 5:00pm Eastern time, Monday through Friday.
So if you haven’t ever reached out for help with your WordPress.com blog, drop us a line! I’ll be waiting for you in the forums.