Open a support ticket
Open a new ticket below — tell us which plugin you need help with and we'll get back to you as soon as we can. Looking for something else? Browse our plugins, our development services, or contact us for a custom quote.
How Dreamfox Media support works
Every support ticket you open here is read and answered by one of the developers who actually wrote the plugin you're asking about. There is no first-line triage team to repeat yourself to — when you describe a bug or a configuration question, the person who knows the codebase reads it directly. For premium customers our target response time is one business day, and the majority of tickets are answered within a few hours during European working hours.
To get the fastest possible answer, please include three things in your message: the exact plugin name and version, a clear step-by-step description of what you did and what you expected to happen, and (if relevant) a screenshot or short screen recording. Server-side errors are easier to diagnose if you also paste the entry from your WordPress debug log. If your issue is reproducible only on your live site, temporary admin access via a dedicated user account speeds things up significantly.
Free vs premium support
Free WordPress.org versions of our plugins are supported through the WordPress.org support forum on a best-effort basis. Premium customers get priority email support directly from our team, including configuration help, bug fixes, and reasonable feature requests. Premium support runs for the lifetime of your license — there is no annual renewal fee, and there is no ticket limit. If you need help with a feature that isn't in the plugin today, our plugin customization service can extend any plugin to your exact requirements.
Not a support question? Browse our plugin catalog, explore our development services, read more about our team, or request a custom quote. For deep dives on common store problems, our blog is updated weekly with practical WordPress and WooCommerce tutorials.
Before you open a ticket
A few quick checks resolve roughly a third of incoming tickets in minutes. First, make sure you are on the latest plugin version — we ship fixes weekly and many reported issues are already patched in the newest build. Second, disable conflicting plugins temporarily: caching, optimization and security plugins frequently interfere with checkout, payment gateways and shipping rules. Third, test on the default WooCommerce Storefront theme to rule out theme-level CSS or JavaScript collisions. If the problem disappears after any of those steps, you know exactly where to look.
When you do open a ticket, please include your WordPress version, WooCommerce version, the active theme and a list of payment or shipping plugins in use. Attach a screenshot of the cart or checkout screen showing the unexpected behaviour, and — if you have one — a Query Monitor or WP Debug log excerpt for the affected request. The more context you provide up front, the faster we can reproduce the issue and ship a fix back to you, usually in the same business day.
Languages and timezone
Support is offered in English and Dutch. Our team is based in Lelystad, the Netherlands (CET/CEST), so European customers usually get same-day replies, North American customers get responses by their morning, and Asia-Pacific customers by their afternoon. For genuinely urgent production incidents, mention "URGENT" in the subject line and we'll page the on-call engineer.