We're sorry but we can't provide free support for free software. We need to spend our time earning a living like everyone else. We make every effort to ensure that our free software works in as many environments as possible and that the documentation is adequate for the majority of users, but we can't offer any guarantee of success in all environments or for all users. However, if you are an experienced Joomla user and feel that you have identified a problem that we need to know about, please do report it. We are very receptive to real problems and will fix them promptly.
Our paid products come with either Minimal Support or Full Support. Unfortunately, we had to abandon our No Support options. We really wanted to provide an economical option for users who could solve their own problems, but sadly, too many people bought the No Support option and then demanded support anyway, sometimes with complex issues that did not relate to any defect in the product itself. The problem seemed to get worse in 2018, and as of January 2019, we no longer offer any No Support options.
With these options we offer basic help and clarifications to help you over the learning curve and get you started. If you can't get the product to work, we will help you until you are up and running. But given the low prices we charge there has to be a limit, so if your issues become complex or time-consuming, we will ask you to buy the Full Support option. Minimal Support specifically excludes help with language issues on multi-language sites, which tend to be especially time-consuming.
With this option you have our full attention. You have top priority and will receive detailed responses. Officially there's a limit of five support incidents but we rarely need to mention it. This option tells us that you recognise and value our expertise, and that makes a huge difference to us.
Scope of Support
You can use our software on as many sites as you wish, but support is only for a single website. Support is provided by email only.
Why We Don't Have a Forum
In the Joomla world, forums are often used as a substitute for proper documentation - an approach that we profoundly disagree with. Users must search through endless irrelevant or out-dated posts, and staff must answer the same questions over and over again. We believe it is far better for everyone if we spend our time improving our code and our documentation so that you don't have to waste time searching a forum or waiting for answers. Our approach has been a resounding success. We are frequently complimented on the quality of our documentation and we continue to update and improve it. We don't need a forum and have no intention of implementing one.
Please Read The User Guide
Our goal is for our user guides to be a complete, well organised reference to everything there is to know about our products, including examples and troubleshooting. Our documentation is always fully updated, checked, and where appropriate, tested, before a new version of a product is considered ready for release. Sometimes the documentation review shows up potential improvements to the code, in which case we go around the loop again until we are happy with both the code and the documentation as a complete system. Then we release the product, and not before. We put a huge amount of time and effort into our documentation. We welcome your feedback on it and we are always happy to add additional details, explanations, and examples.
Despite our efforts, about half of all support emails could be answered by reading the user guides. For the free products, we don't answer those emails. For paid products we can't do that, but if the answer is in the user guide, that is the answer you will eventually receive so you could save yourself some time by checking first.
Language Translation Submissions
We accept translations of our products and integrate them into our products. To submit a translation, please use this contact page where you can attach your file. We maintain some of the French translations ourselves, but we are far from fluent and are always grateful for corrections.
We Like Getting Reviews!
If you'd like to do something to help us, please leave us a review at the Joomla Extensions Directory. Nothing lifts our spirits more than a nice review. But please don't use a review to report a bug or a problem - contact us first!