Quick Start Support

Do you need a step-by-step walkthrough on how to customize your menu? Want help configuring a particular feature and finding out what options you have? We would love to help you!

Quick Start Support Sessions give you a way to talk to one of our Happiness Engineers via a screen share with audio. Customers with the eCommerce plan have two complimentary 30-minute sessions. All customers can also purchase Quick Start sessions.

We are currently offering Quick Start sessions in English Only. If you have scheduled or purchased a session and are unable to participate in English, please click here for instructions on cancelling.

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When to use your Quick Start Sessions

In addition to the one-on-one Quick Start sessions, we have a text-based live chat service and support via email. If you need help right away, contact us on our form here, and we’ll provide an answer as quickly as possible.

• The Quick Start sessions are scheduled appointments intended for an in-depth discussion about your site.
• Quick Start sessions are meant to be introductions to WordPress.com, not full site setup sessions.
• Once you have a solid introductory grasp of WordPress and your site, our live chat, and email support will be your best place to get more help with your website.

WordPress.com eCommerce plans include two complimentary, half-hour sessions. If you schedule a session and need to cancel, let us know ahead of time, so we can help you reschedule and preserve the number of sessions available to you. If you do not have an eCommerce plan or would like additional sessions, see the Purchasing a Session section.

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How to Access your Quick Start Sessions

The Quick Start service is available for sites on the WordPress.com eCommerce plan and those who have purchased a session. When you purchase a WordPress.com eCommerce plan, we will send you an email with information on how to schedule a session.

If you have a WordPress.com eCommerce plan and don’t see the email inviting you to schedule a session, you can pick a date/time here.

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Preparing for a Session

The Quick Start sessions are hosted through Zoom.us. It’s a free tool that allows for voice calls and screen sharing.

At least an hour before your session is scheduled to start:

1. Download the Zoom Client for Meetings from this link.
2. Test your speakers and microphone to make sure they both work.

If you run into any problems setting up Zoom or using your speakers/microphone, let us know right away so we can help you reschedule your session.

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Limitations of Support

Before the session, you can review our support guidelines. Our Happiness Engineers are more than happy to answer questions related to WordPress.com and dispense some advice or suggestions for your site. However, there are things that fall outside of what we can help with, including but not limited to:

• Help with third-party applications not related to WordPress.com, including third party themes and third party plugins.
• Logging into non-WordPress.com customer accounts, such as domain registrars, to make changes or view settings directly.
• Sites running WordPress software but not hosted at WordPress.com
• Writing, editing, or otherwise creating content like text and images (but we will show you how to do this yourself!)
• Writing and editing code other than HTML and CSS (such as Javascript.)

If you are struggling with any of the above issues, Happiness Engineers may be able to help you find resources for a solution (for example, documentation from a third party developer) but it does fall out of our support scope.

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Connecting with a Happiness Engineer for the Session

1. After you schedule a session, you will receive an email invite for the appointment, which includes a link to your Quick Start Dashboard. Here, you will find the meeting details and the Zoom link to join.
2. Before the session, a Happiness Engineer will add the Zoom link to your Quick Start dashboard.
3. When it’s time for your session, click the custom Zoom.us link in the Quick Start dashboard to join.

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Purchasing a Quick Start Session

We also have options to purchase Quick Start sessions. You can purchase a session if:

• Your site does not have an eCommerce plan.
• Your site is on an eCommerce plan and you’ve already used your two complimentary sessions.

You can see pricing information and schedule a session here.

If you miss a scheduled session twice, the purchase will be canceled without a refund.

Once you have purchased a session, visit the Preparing for a Session section to get set up for your Quick Start session.

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Frequently Asked Questions

What can I accomplish during a session?

You can ask anything about your site during the Quick Start session. We’re happy to walk through setup steps, show you around the WordPress.com dashboard, troubleshoot any issues you may have, and help you the find the features you need to accomplish your goals for your site.

We are unable to set up your site for you. However, we’re here to help you get started and show you how to create the site you want. After the session, you will receive a recap email with details on what was covered and resources that may be helpful as you move forward with building your site.

What do I do if no sessions are available?

New session appointments are available every day. If you check our scheduling tool and don’t see any appointments over the next 24 hours, check on it again in the evening or early the next morning.

How do I reschedule or cancel a session?

If you’re unable to make it to your Quick Start session please try to get it canceled or rescheduled at least an hour in advance.

You can cancel or reschedule a session from the confirmation email that was sent at the time of purchase. You may also do so through the Google Calendar invitation you received. If you’re unable to cancel or reschedule through those options you can cancel by contacting support.

We know things come up last minute, so if you’re unable to cancel or reschedule an hour in advance, let us know you won’t be able to make it to the session as soon as possible.

Note: Cancellations with less than an hour’s notice or no-shows for sessions are tracked and may impact your ability to schedule future sessions.

What if I’m late to a session?

We will wait in the Zoom meeting room for 10 minutes. If you are able to make it in that time, we will proceed with the session and work through as much as possible in the time remaining.

After 10 minutes, it will be considered a missed session.

What device should I use to join the session?

Joining from a desktop or laptop computer (with microphone and speakers) is optimal as opposed to joining from a smartphone or tablet.

How can I share my screen?

Zoom has screensharing capabilities built-in. However, if joining from a MacOS, you will need to give zoom screensharing and recording permission.

After launching Zoom, you can do this by going to System Preferences > Security & Privacy > Screen Recording and then tick the checkbox next to Zoom.

How can I test my microphone and speaker?

Prior to the session, you can test your microphone and speaker by joining a test meeting.

How do I get a refund for an unused session?

Unused sessions can be canceled and refunded within 14 days from the date of purchase.

If you qualify for a refund, you can process the refund yourself through the Manage Purchases section of your Account Profile.

1. Go to the Me (next to the Write button) section of your WordPress.com account.
2. Click on Purchases.
3. Locate and click on the Support Session purchase.
4. Look for and click on the Cancel & Refund option.

If you run into any challenges processing the cancellation, please contact our support team.