{"id":11812,"date":"2020-06-18T15:16:12","date_gmt":"2020-06-18T19:16:12","guid":{"rendered":"https:\/\/optinmonster.com\/?post_type=optinmonster_docs&#038;p=11812"},"modified":"2025-08-14T14:46:48","modified_gmt":"2025-08-14T18:46:48","slug":"getting-support-for-optinmonster","status":"publish","type":"optinmonster_docs","link":"https:\/\/optinmonster.com\/docs\/getting-support-for-optinmonster\/","title":{"rendered":"Getting Support for OptinMonster"},"content":{"rendered":"\n<p>Any relationship \u2014 be it a vendor-customer, friend, or family relationship \u2014 all depend on clear and constructive communication. Receiving precise, timely, and effective support is no different.<\/p>\n\n\n\n<p>In this article, we will walk you through the best practices to receive a timely response, making the best use of both your time and our time.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Before You Start<\/h2>\n\n\n\n<p>Here are some things to know before you begin:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If you are a new customer and are having problems loading OptinMonster on your website, checking that your hosting service is up to date should be your first priority.<\/li>\n\n\n\n<li>If you are using WordPress please see the <strong>WordPress-specific<\/strong> self-checks section below.<\/li>\n\n\n\n<li>Using the support form while you&#8217;re logged in will always speed up your reply time compared to submitting a ticket when you&#8217;re logged out or when you email directly.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"best-practices\"><span id=\"General_Best_Practices_and_User_Self-Checks_for_Support\" class=\"ez-toc-section\">Self-Checks<\/span><\/h2>\n\n\n\n<p>Please review the following steps before proceeding with your support request.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"hosting-general\">Is Your Hosting Service Up-To-Date?<\/h5>\n\n\n\n<p>If you are using a platform other than WordPress to power your site, please check that your host meets the minimum required needs of your platform before proceeding.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"javascript-general\">Do You Have Any JavaScript Errors?<\/h5>\n\n\n\n<p>Many times, other scripts can cause JavaScript errors. Depending on the error, it can cause OptinMonster to not load or to load improperly. Like a car-wreck in front of you on the road, the problem is not your car but rather the mess in front of you. Similarly, these errors must be resolved first before determining if there is a possible problem with OptinMonster.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"wordpress\">WordPress<\/h2>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"hosting-wp\">Is Your Hosting Service Up-To-Date?<\/h5>\n\n\n\n<p>The latest WordPress release (as of May 4, 2020) recommends PHP 7.3 or higher, MySQL 5.6 or higher (OR MariaDB version 10.1 or greater), Apache or Nginx, as well as <a href=\"https:\/\/wordpress.org\/news\/2016\/12\/moving-toward-ssl\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\" title=\"WordPress Recommends SSL and HTTPS\">HTTPS<\/a> support. You can find more about hosting services and requirements <a href=\"http:\/\/wordpress.org\/hosting\/\" target=\"_blank\" rel=\"noopener nofollow\" title=\"WordPress Recommends SSL and HTTPS\">here<\/a>. Sometimes images do not load or there are problems that are caused largely because a hosting service is not working properly or it is not up-to-date with the latest WordPress requirements.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"wp-version\">Is WordPress Up-To-Date?<\/h5>\n\n\n\n<p>Again, this may seem basic, but it is crucial. &nbsp;Are you running the latest release of WordPress? If not, you are more at risk to bugs, security vulnerabilities, and problems with plugins. &nbsp;If you need help updating WordPress, check out their documentation <a title=\"Link to WordPress's documentation on &quot;Upgrading WordPress&quot;\" href=\"http:\/\/codex.wordpress.org\/Upgrading_WordPress\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">here<\/a>.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"plugin-version\">Is Your OptinMonster Plugin Up-To-Date?<\/h5>\n\n\n\n<p>We have already created a <a title=\"Link to Document on How To Install OptinMonster.\" href=\"https:\/\/optinmonster.com\/docs\/install-optinmonster-wordpress-plugin\/\" target=\"_blank\" rel=\"noopener noreferrer\">document talking about installing OptinMonster<\/a>, so we encourage you to check that out and ensure your OptinMonster plugin is actually activated.<\/p>\n\n\n\n<p>The next step is very similar, make sure OptinMonster is up-to-date with the latest version and that all your add-ons are both updated and activated. If you need help, check out WordPress&#8217;s plugin documentation on <a title=\"Link to WordPress's &quot;Managing Plugins&quot; document.\" href=\"http:\/\/codex.wordpress.org\/Managing_Plugins\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">managing plugins<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Still Need Support?<\/h2>\n\n\n\n<p>If you have progressed through the first steps but have not been able to resolve your issue, then&nbsp;<span style=\"text-decoration: underline;\">now<\/span> you are ready to reach out for OptinMonster Support. &nbsp;No matter the level of support your subscription provides, remember these principles to help us best&nbsp;help you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Provide a web-address<\/strong> for the website in question.<\/li>\n\n\n\n<li><strong>Be specific<\/strong> (as much as your technical ability allows) as to both the problem and your desired functionality for OptinMonster.<\/li>\n\n\n\n<li><strong>Be concise<\/strong>. To be specific, you may need paragraphs to describe the problem. No worries, write whatever is required. However, if you have a question lodged in the middle of a large paragraph, it has the potential to be accidentally overlooked as we process Support.<\/li>\n\n\n\n<li>If you have numerous issues, <strong>consider using bullets<\/strong> or numbers to help make clear you have multiple questions, concerns, or suggestions.<\/li>\n\n\n\n<li>Feel free to <strong>underline or bold<\/strong> any important information.<\/li>\n\n\n\n<li><strong>Back-end Issue?<\/strong> Please provide temporary admin credentials, including a link to your log-in screen.<\/li>\n<\/ul>\n\n\n\n<p>To send us your support inquiry, please follow the instructions in the <strong>Submitting a Support Request<\/strong> section below.<\/p>\n\n\n\n<div class=\"alert-box alert-yellow\">\n<p class=\"alert-box-title\">WordPress Note:<\/p>\n\n\n\n<p>Please send us the Debugging PDF. You can find this by going to your WordPress Dashboard \u2192 OptinMonster Menu \u2192 Support Tab \u2192 click <strong>Download PDF Report<\/strong>. Attach that PDF when you\u2019re submitting your support inquiry.<\/p>\n\n\n\n<p class=\"is-style-arrow-link has-link-color\"><\/p>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"submit-email\">Submitting a Support Request<\/h3>\n\n\n\n<p>You will have access to email support once you log in to OptinMonster.<\/p>\n\n\n\n<p>First, log in to your account here at OptinMonster and you will see the dashboard.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" width=\"2858\" height=\"1216\" src=\"https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Screenshot-on-2020-05-05-at-11_29_54.png\" alt=\"\" class=\"wp-image-143983\"\/><\/figure>\n\n\n\n<p>Next, click the <strong>? Support <\/strong>button<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" width=\"1024\" height=\"474\" src=\"https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Annotation-on-2020-05-04-at-15-15-28-1024x474.png\" alt=\"\" class=\"wp-image-143982\"\/><\/figure>\n\n\n\n<p>By clicking the <strong>? Support<\/strong> button, you will have an overlay appear which will give you access to both related documentation and the area where you can submit a support ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" width=\"1024\" height=\"435\" src=\"https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Annotation-on-2020-05-05-at-11-56-45-1024x435.png\" alt=\"\" class=\"wp-image-143986\" srcset=\"https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Annotation-on-2020-05-05-at-11-56-45-1024x435.png 1024w, https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Annotation-on-2020-05-05-at-11-56-45-300x127.png 300w, https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Annotation-on-2020-05-05-at-11-56-45-768x326.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Then, on the help screen,&nbsp; you will see the <strong>Get Help by Email<\/strong> option in the upper right hand corner.<\/p>\n\n\n\n<p><em>Note: Help by Chat is not available for all users.&nbsp;<\/em><\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" width=\"1024\" height=\"435\" src=\"https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Annotation-on-2020-05-05-at-12-02-04-1024x435.png\" alt=\"\" class=\"wp-image-143987\" srcset=\"https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Annotation-on-2020-05-05-at-12-02-04-1024x435.png 1024w, https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Annotation-on-2020-05-05-at-12-02-04-300x127.png 300w, https:\/\/optinmonster.com\/wp-content\/uploads\/2020\/05\/Annotation-on-2020-05-05-at-12-02-04-768x326.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>When you click that button, you will be taken to our <a href=\"https:\/\/app.optinmonster.com\/account\/support\/\" target=\"_blank\" rel=\"noopener noreferrer\">support page<\/a>, where you can select your topic, any related campaigns, and the ticket will come straight to our inbox.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" width=\"800\" height=\"445\" src=\"https:\/\/optinmonster.com\/wp-content\/uploads\/2017\/11\/Submit-A-Support-Ticket.jpg\" alt=\"Submit-A-Support-Ticket\" class=\"wp-image-114671\" srcset=\"https:\/\/optinmonster.com\/wp-content\/uploads\/2017\/11\/Submit-A-Support-Ticket.jpg 800w, https:\/\/optinmonster.com\/wp-content\/uploads\/2017\/11\/Submit-A-Support-Ticket-300x167.jpg 300w, https:\/\/optinmonster.com\/wp-content\/uploads\/2017\/11\/Submit-A-Support-Ticket-768x427.jpg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/figure>\n\n\n\n<div class=\"alert-box alert-blue\">\n<p class=\"alert-box-title\">General Note:<\/p>\n\n\n\n<p>Using the support form while you&#8217;re logged in will always speed up your reply time compared to submitting a ticket when you&#8217;re logged out or when you email directly.<\/p>\n\n\n\n<p class=\"is-style-arrow-link has-link-color\"><\/p>\n<\/div>\n\n\n\n<p>After you hit <strong>Submit<\/strong>&nbsp;then our system will receive your support ticket. We will respond as quickly as possible to resolve any issues and to help make your website the best it can be.<\/p>\n\n\n\n<p>Thanks for reading!<\/p>\n\n\n","protected":false},"excerpt":{"rendered":"<p>Any relationship \u2014 be it a vendor-customer, friend, or family relationship \u2014 all depend on clear and constructive communication. Receiving precise, timely, and effective support is no different. In this article, we will walk you through the best practices to receive a timely response, making the best use of both your time and our time.&nbsp;&hellip;<\/p>\n","protected":false},"author":15497,"comment_status":"open","ping_status":"closed","template":"","documentation\/categories":[8],"documentation\/tags":[31396,31497,31411,31400,31419],"class_list":["post-11812","optinmonster_docs","type-optinmonster_docs","status-publish","hentry","categories-getting-started"],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/documentation\/11812","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/documentation"}],"about":[{"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/types\/optinmonster_docs"}],"author":[{"embeddable":true,"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/users\/15497"}],"replies":[{"embeddable":true,"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/comments?post=11812"}],"version-history":[{"count":12,"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/documentation\/11812\/revisions"}],"predecessor-version":[{"id":206598,"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/documentation\/11812\/revisions\/206598"}],"wp:attachment":[{"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/media?parent=11812"}],"wp:term":[{"taxonomy":"categories","embeddable":true,"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/documentation\/categories?post=11812"},{"taxonomy":"internal_tags","embeddable":true,"href":"https:\/\/optinmonster.com\/wp-json\/wp\/v2\/documentation\/tags?post=11812"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}