Our team of WordPress experts is available through 24/7 Live Chat or phone to assist you with your account and your WordPress installs hosted with us. To ensure we deliver an outstanding level of service, we are proud to provide assistance on a wide array of requests relating to our platform and the value added features we offer.
This document will help clarify the type of requests that fall within our scope of support and which do not. We want to help where we can, so it’s important we lay expectations around what we can and cannot assist you with.
Please reach out to us if you need assistance with anything related to the WordPress environments you host with us. We are always happy to hear from you!
Support Coverage and Channels
We provide support coverage to our customers through the channels listed below:
- Live Chat – 24/7
- Phones – 24/7
We work through queue-based support systems that enable us to handle requests in the order in which we receive them, however, if you need to escalate or prioritize a request due to its urgency, please reach out to us through our phone support line or live chat.
WP Engine Platform and Features
We provide support for our platform and the features unique to WP Engine. Most requests can be resolved by searching for a corresponding article on our Support Center. Supported features include:
Automatic WordPress updates
Server maintenance and security
Content Delivery Network (CDN)
WP Engine GeoTarget
WP Engine Staging
WP Engine backups
Onboarding and migration
Slow WordPress performance
WP Engine User Portal
1 We help bulk import redirects on your behalf when they are provided to us in this format.
WordPress Configuration and Features
We provide support on requests about basic WordPress configuration and features. We also provide help setting up WordPress and its features to ensure they work correctly within our environment.
General issues with the WordPress core codebase are outside our scope of support and can be reported directly to the WordPress core team.
Plugins and Theme Support
We provide limited support on requests regarding third-party plugins and themes. We help identify issues that occur server side, analyze logs and other errors that could be helpful in addressing them. In some cases, we also work with plugin and theme developers to identify and resolve issues caused by a conflict with our infrastructure.
Issues with plugin/theme functionality, bugs, and conflicts with WordPress core or your custom code are outside of our scope of support.
The WordPress.org forum is the proper channel to request support for free plugins and themes.
We’re happy to help locate and provide any errors in our logs and provide general guidance when applicable. While we like to help whenever we can, please understand that we simply can’t directly support all of the available plugins, themes and code in the Open Source space for WordPress. In most of these cases we strongly advise reaching out to a developer, the service or the author to help with these elements of your site.
We do not provide nameservers or email servers, and therefore do not support requests relating to DNS or inbound email. To point your domain to us through your DNS provider, read our DNS configuration article.
We do provide limited support on outgoing email from your WordPress environment(s). Be aware that we are not intended as an email host however and troubleshooting information is highly limited. It is advised that customers configure third-party email hosting for greater control, logging and stability.
Outside our scope of support
Site design issues, customization or coding
Web development and plugin customization
Debugging custom code
Writing custom code (For RegEX, Nginx, .htaccess, GeoTarget, etc.)
Search engine optimization (SEO)
Database management or assisting with SQL queries
For help with requests that fall outside our scope of support, you can reach out to our suggested WordPress partners and consultants, independent WordPress designers, and developers through freelance marketplaces like UpWork, Freelancer.com, or Fiverr.
You can also contact code shops, such as Codeable.io, that will help with minor development tweaks for a small fee.
- WordPress configuration and development
- HTML/CSS resources
- WP Engine knowledgebase and FAQs
- Suggested WordPress consultants and developers
- WordPress Developer Resources