Help! Getting WordPress.com Support

WordPress.com offers a number of avenues for reaching helpful, individualized support, but we understand that it can sometimes be difficult to find the best place to ask your question.

This document details the various types of support offered for WordPress.com and WordPress.com-related services, and how to take advantage of them. It will help you get straight to the right source, so that you can get the quickest, most accurate answer to your question!

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Where should I go for support?

• If you have a paid plan, please use the “Contact Support” form. Live chat support is included with the annual Premium, Business, and eCommerce plans. Email support is available for the Personal plan and all monthly plans. If there are chatters available to assist you, you’ll be able to chat with us from that page. Otherwise, we’ll receive your message and follow up by email.
• If you do not have a paid plan, please post your question in our community forums.
• If you specifically need help with CSS (changing the fonts, colors, hiding or rearranging aspects of your theme), please ask for advice in the CSS Customization forum.
• If your comments are being marked as spam, please contact our Akismet team.
• If you have a self-hosted WordPress.org site, please see this section.
• If you need help with the Jetpack plugin specifically, please contact Jetpack support.
• If you need help with the WordPress apps, click here.
• If you are looking for support with the WordPress.com REST API, please refer to the developer documentation.

For more detailed information, please read on.

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Documentation

Before you reach out to support, you might want to check out our many help resources to see if your question is already answered there.

Our Support site has a lot of great documentation to answer your questions. We have videos, screenshots, and walkthroughs detailing many of the questions and problems you may encounter while using WordPress.com. Search through the documentation and you’ll likely learn some extra tips as you go.

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Forums

The WordPress.com Forums are a great place to get support as well. Our staff are active members in the forums, but there are a lot of volunteers ready and willing to help as well. Most of the forum volunteers are veteran WordPress.com users who started out just like you. They’ll surely have some tips and tricks to help with most questions.

Be sure to make use of the forum’s search feature at the top of the screen to locate previous discussions that could provide the solution to your problem.

Have more questions about the forums? Check out this support document.

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Timeline for Answers to Support Requests

We answer all questions in the order in which they are received. We try very hard to answer all support requests within 24 hours, but sometimes we do get a bit behind. If you have not received an answer to your question, please don’t submit a duplicate request. We will get to you as soon as we possibly can, and submitting multiple requests slows things down.

To ensure that we’re able to answer your question as quickly and efficiently as possible, please see these tips for contacting support.

In particular, the more specific details you can provide about exactly what you’re doing and seeing on your end, the better we’ll be able to understand and diagnose your problem. Please be sure to include the following:

• The URL to the site you are having trouble with.
• The URL to any specific post, page, image, or other item you are having trouble with.
• A detailed description of what went wrong, what you have tried so far, what you were expecting to happen, and what you would like to happen.
• If you’re seeing an error message, let us know what it says.
• Your username and the associated email address if you are having trouble with a user account.
• A screenshot of the problem, if applicable.

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Live Chat Support

If you have the annual Premium plan, you have access to live chat Monday – Friday, 24 hours a day. If you have the annual Business or eCommerce plan, you have access to live chat 24 hours a day, 7 days a week.

You can access live chat by clicking on the question mark icon in the bottom-right corner your WordPress.com dashboard. Fill out the form and click on Chat with Us underneath.

Keep in mind that we may not be available to chat right away if all of our operators are busy chatting with other users. In this case, you will see Submit Support Ticket instead of Chat with Us. You can send your request by email or wait for few minutes until you see a pop-up message on your screen informing that one of our operators is available to chat. The button will automatically change to Chat with Us. You don’t need to refresh the screen. The message will pop up and the button will be switched automatically once an operator will become available.

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Localized Support

We currently offer Localized Support via email for Personal and Premium plan users in these languages:

• Spanish
• French
• Portuguese
• Italian
• German
• Dutch
• Swedish
• Japanese

To access Localized Support, you can change your WordPress.com Interface Language to one of the languages above. Annual Business and eCommerce plan customers with their language set to one of the above will continue to receive English-language support via live chat.

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Quick Start Support

The WordPress.com eCommerce plan includes two complimentary, half-hour sessions with the ability to share screen and talk via voice to a Happiness Engineer. If you are not on an eCommerce plan, or would like additional sessions, you can purchase them. Learn more about this here.

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Webinars

We offer a free, interactive webinar series on topics from getting started to making money through your site. Watch our experts demo the ins and outs of WordPress, followed by a Q&A session where you’ll have an opportunity to ask your questions and get them answered live. Find out more about our webinars.

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Phone Support

We do not provide phone support. All support is done through online communication. Because we often have to reference links and screenshots in our communication, this makes it easier for us to assist you.

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WordPress.org Support

If you’re running your own copy of WordPress software with a different host, we recommend asking your host for help first. Or, if you are having trouble with a plugin or theme, try reaching out to their support directly. And of course, you can also search the WordPress.org documentation or reach out in the forums at WordPress.org for help from the WordPress community.