FAQ, Upgrades

Live Chat Support

If you’re a WordPress.com Business or WordPress.com Enterprise subscriber, live chat support is included in your plan. If you’re not a subscriber yet, you can find out more about upgrades for your blog at the WordPress.com Store.

Our Happiness Engineers can answer any questions that you have about WordPress.com, how it works and how best to use it. We’re happy to help guide you in building the perfect site.

What are the hours?

Live chat is available Monday through Friday, from 7am until 7pm, Eastern Time (UTC-5). Please note, live chat support is available in English only.

Live chat support is closed for US Federal Holidays, including:

Date Holiday
Wednesday, January 1 New Year’s Day
Monday, January 20 Birthday of Martin Luther King, Jr.
Monday, February 17 Washington’s Birthday (Presidents Day)
Monday, May 26 Memorial Day
Friday, July 4 Independence Day
Monday, September 1 Labor Day
September 15-22 Annual Company Meeting
Monday, October 13 Columbus Day
Tuesday, November 11 Veterans Day
Thursday, November 27 Thanksgiving Day
Thursday, December 25 Christmas Day

On rare occasions, live chat support is also subject to closure or limited hours during our company meetings.

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How do I start a chat?

You can begin a chat with one of our Happiness Engineers right from your Dashboard! Log into your blog as you normally would and look for the chat box in the lower right-hand corner.
Click on the box to begin your chat. Simply type your question and hit enter to be connected. Please note, live chat support is available in English only.

Live Chat Support is only available through your site’s dashboard; we are not able to provide help through other channels such as Skype although we may occasionally follow up with you via email for issues that can’t be resolved quickly through Live Chat.

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What kind of questions can I ask?

Although WordPress.com offers 24/7 support through our support documentation and support forums, we understand that sometimes it might be best to work through your questions in real time. If you have something that you’re stuck on within WordPress.com or you have questions about how to use certain features, hop on chat and ask away!

We love to get to know our customers personally, but we ask that you keep your chats focused on WordPress.com-related questions or issues particular to your site.

While we are not able to provide full CSS support via live chat, such as extensive or multiple changes to a site’s layout and design, we can help guide you to other resources such as our CSS forums for additional customization.

Although it’s not uncommon for customers to need a little extra support right after upgrading to or creating a Business or Enterprise site, please keep in mind that we are often chatting with many users at the same time.

Please be prepared to describe the problem or phrase your question as precisely as possible and provide relevant details. For example, “How do I publish a page privately?” will create a better support experience than “I’m having trouble with my site.”

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Are there any other rules that I should know about?

  • Happiness Engineers can only provide Live Chat Support for the WordPress.com site that has the Business or Enterprise upgrade.
  • We’re more than happy to answer questions related to WordPress.com and occasionally dispense some advice or suggestions for your site, but there are things that fall outside of the support scope, including but not limited to:
    • Help with third party applications not related to WordPress.com.
    • Logging into non-WordPress.com customer accounts, such as domain registrars, to make changes or view settings directly.
    • Writing, editing, or otherwise creating content (text, image, CSS, and video).

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Is there a Code of Conduct?

While we try not to put too many restrictions on supporting our Business and Enterprise customers, we do want you to be aware that you’re chatting with a live person. Our Happiness Engineers are here to help and appreciate a positive and polite tone. Any abusive language will not be tolerated.

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