Help! WordPress.com Support
WordPress.com offers a number of avenues for reaching helpful, individualized support, but sometimes it can be difficult to determine 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!
Where should I go for support?
- If you have a paid upgrade, please use the “Contact Support” form, where you will receive a choice of having staff answer your question publicly or privately.
- If you do not have a paid upgrade, 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.
- For help with a premium theme, please post your question in the premium support forum for your theme.
- If you have a Business upgrade, you can access live chat support from your blog’s Dashboard Monday through Friday, from 9:00am to 5:00pm Eastern time, or email our staff.
- If you have any questions about your WordAds account, please contact the WordAds team.
- If your comments are being marked as spam, please contact our Akismet team.
- If you have a self-hosted WordPress.org site, please use the WordPress.org forums for support, or contact your web hosting provider. If you need help with the Jetpack plugin specifically, please contact Jetpack support.
For more detailed information, please read on for frequently asked questions about support.
Frequently Asked Questions About WordPress.com Support
WordPress.com support staff are “Happiness Engineers,” because our goal is to engineer your happiness! If you host your blog or website here with WordPress.com, we are happy to help you with any questions or problems you might have.
How do I contact a WordPress.com Happiness Engineer?
Please contact our Happiness Engineers via the “Contact Support” form.
If you have any paid upgrade in your WordPress.com account, you’ll be offered a choice of whether to ask your question publicly or privately. If you choose public, your question will be posted in the Staff Answers forum, where it will be answered by a WordPress.com Happiness Engineer. These questions are publicly visible, but only you and WordPress.com staff can reply on the thread.
If you choose private, your question will be posted in a private thread that can only be viewed by you and WordPress.com staff. Nobody else will be able to view the exchange.
We value all of our users equally and very much want to help everyone. However, there are a lot of you! We are continually expanding our staff so that we can provide more comprehensive support. Currently, however, private support is only available to those users who have at least one paid upgrade.
When can I expect to hear back from a Happiness Engineer?
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 and this article on the art and science of getting good 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 include direct links to the blog, post, and/or page in question.
What if I don’t have any paid upgrades?
Never fear! You can still post your question in our community forums. The forums are an excellent place to get support — in addition to dedicated volunteers, WordPress.com Happiness Engineers are also very active in the forums, answering questions and helping users. This article on getting help in the forums will help you figure out which forum is the best place for your question.
Is there a number I can call to talk to someone?
We currently do not offer phone support.
Our Store team does sometimes call users with expiring domains, but these are courtesy reminders, not support calls.
Can I get live chat support?
If you have the Business upgrade, you have access to live chat support directly from your Dashboard, Monday through Friday, from 9:00am to 5:00pm Eastern time.
Occasionally, we do experiment with live chat support for other (non-Business) users. Currently, it is not possible to for you to initiate a live chat, however, and we do not have a guaranteed schedule for when it is available. If live chat is available, you will see a pop-up box to contact us in your blog’s Dashboard.
I need help with CSS and/or a Premium theme.
If you have a custom design upgrade and need help with CSS Customizations, please ask for help in the designated CSS Customization forum. The forum is monitored by volunteers and WordPress.com staff who are especially well-versed in CSS, and this will typically be a more detailed and helpful source of CSS support than the normal support channels.
If you have a Premium theme, we’ll be happy to help you set it up! However, in addition to regular support, you also have access to a Premium theme support forum. You should make use of your theme’s forum for two reasons: (1) Many of the questions you have about setting up your theme will have already been asked and answered in the forum, so it is a helpful resource; and (2) the Premium theme forums are monitored by the theme authors themselves, so if you have found a bug with the theme, you can report it directly to them for fixing.
I have a question about my WordAds account.
If you have a question about your WordAds application or earnings, please contact WordAds support directly here.
All of my comments are being spammed.
If you believe you’re being flagged as spam by our system, please contact Akismet support directly here.
I need help with my self-hosted WordPress.org site.
WordPress.com is a hosted blogging platform with dedicated support. WordPress (WordPress.org) itself, however, is open source software, which means that it is developed and maintained by the community. For this reason, if you have a self-hosted installation of WordPress, you should use the WordPress.org forums for support.
WordPress.com staff is not able to provide support for WordPress sites hosted elsewhere. You can read more about the differences between WordPress.com and self-hosted WordPress here.
If your self-hosted WordPress site is down, or if you are unable to log into it, you can also contact your web hosting provider (such as Bluehost, GoDaddy, etc.) for help.
If you are having trouble with the theme you are using for your self-hosted WordPress site, you should go to the website where you bought your theme, and look at their support section.
Finally, if there is a particular plugin that you are having trouble with, you should look up the plugin in the WordPress.org plugin repository and ask for help in the support forum for the plugin itself. Many plugin developers monitor those forums and respond to any questions or problems.
I am having a problem with the Jetpack plugin.
The Jetpack plugin brings many popular WordPress.com features to self-hosted WordPress sites. While WordPress.com staff cannot provide support for self-hosted WordPress sites in general, we do support the Jetpack plugin specifically. If you have having trouble installing the plugin, or with any of the features it provides, please contact Jetpack support here.
I’m still not sure who to contact about my problem.
Go ahead and contact us. If we are not able to help with your issue, we’ll be happy to point you in the right direction!