Support

Support Policy

Last Updated: 1 May 2026

At Trusty Plugins, we provide support for both free and premium products. This Support Policy explains how support works, response times, and what is included in Free vs Pro support.

By using our support services, you agree to this policy.

Support Channels

You can reach us through:

  • Help Center / Documentation
  • Support Ticket (Premium Support)
  • WordPress.org Support Forums (Free Plugins)
  • Pre-sale Questions Form


Free Plugin Support (WordPress.org)

Support for free plugins is provided through WordPress.org community support forums. Each plugin has its own support forum page on WordPress.org.

Response Time (Free Support): Free support is provided within 3–5 business days, based on availability.

What’s Included:

  • Basic setup help
  • Common issue troubleshooting
  • Bug reporting assistance


Not Included:

  • Custom development requests
  • Custom styling/design work
  • Advanced troubleshooting for third-party themes/plugins


Please post your support requests on the respective plugin’s WordPress.org support forum page.

Premium Support (Pro Customers)

Premium support is available for customers with an active license key.

Response Time (Premium Support): Pro users typically receive a response within 24 hours on business days.

What’s Included:

  • Installation and setup guidance
  • License activation help
  • Troubleshooting plugin-related issues
  • Compatibility assistance with common themes and page builders
  • Help with plugin settings and Pro features


Pre-sale Questions

If you have questions before buying, such as compatibility, features, or plan selection, you can contact us through our pre-sale form. We try to respond as quickly as possible during business hours.

Information We May Request (To Help Faster)

To resolve issues faster, our team may ask for:

  • WordPress version and PHP version
  • Plugin version
  • Screenshot or screen recording
  • A staging site link (recommended)
  • Temporary admin access (optional)


We recommend testing on a staging site whenever possible.

Compatibility Note

Our plugins are tested with popular WordPress setups, but we cannot guarantee compatibility with every theme, plugin, hosting provider, or custom-coded setup.

Some issues may be caused by:

  • Cache plugins
  • Minification/optimization tools
  • Theme conflicts
  • Server restrictions


Custom Work Requests

Support is intended to help you use the plugin and fix plugin-related issues. Custom work is not included, such as:

  • Custom feature development
  • Custom layouts and unique design implementation
  • Full website building services


If you need custom development, you can contact us to request a quote.

Refund & Support Connection

If you request a refund within our refund period, we may ask for basic details to understand the issue. Refunds are handled according to our Refund Policy.

Abusive Behavior

We do not tolerate abusive or disrespectful behavior toward our support team. We reserve the right to refuse support if messages contain harassment, threats, or repeated abuse.

Contact Us

For premium support, please submit a ticket through our Support page.

For free plugin support, please use the WordPress.org support forum page of the plugin you are using.

Our Terms