Upgrades

Quick Start Support

Table of Contents

Introduction

  • Quick Start Support Sessions give you a way to talk to one of our Happiness Engineers via a screen share with audio.
  • Do you need a step-by-step walkthrough on how to customize your menu? Want help configuring a special feature and finding out what options you have? We would love to help you!

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Determining when to use Support Sessions

In addition to the one-on-one Quick Start sessions, we have a text-based live chat service and support via email. If you need help right away, contact us on our form here, and we’ll provide an answer as quickly as possible.

  • The Quick Start sessions are scheduled appointments intended for an in-depth discussion about your site.
  • Quick Start sessions are meant to be introductions to WordPress.com, not full site setup sessions.
  • Once you have a good introductory grasp of WordPress and your site, our live chat and email support will be your best place to get more help with your site.

WordPress.com Business plans includes two complimentary, half-hour sessions. If you schedule a session and need to cancel, let us know ahead of time so we can help you reschedule and preserve the number of sessions available to you. If you are not on a Business plan, or would like additional sections, see the Purchasing a Session section.


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Accessing Quick Start Support

The Quick Start service is available to all WordPress.com Business users and those who have purchased a session. When you purchase a WordPress.com Business plan, we will send you an email with information on how to schedule a session. If you have a WordPress.com Business plan and don’t see the email inviting you to schedule a session, you can pick a date/time here.


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Preparing for a Session

The Quick Start sessions are hosted through Zoom.us. It’s a free tool that allows for voice calls and screen sharing. To use the tool, first download and install the Client for Meetings option from here.

Before your session, test your speakers and microphone to make sure both work.


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Connecting with a Happiness Engineer for the Session

  • After you schedule an appointment, you will receive an email invite for the appointment, which links to the Quick Start Dashboard. Here, you will find meeting details and the Zoom link to join.
  • Before the session, a Happiness Engineer will add the Zoom link to the Quick Start dashboard.
  • When it’s time for your session, click the custom Zoom.us link in the Quick Start dashboard to join.

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Purchasing a Session

We also have options to purchase sessions. You can purchase a session if:

  • Your site does not have a Business or eCommerce plan
  • Your site is on a Business or eCommerce plan and you’ve already used your two complimentary sessions

You can see pricing information and schedule a session here.

Refunding Sessions

  • Unused sessions can be cancelled and refunded within 30 days from date of purchase. Please contact support to request a refund.
  • If you miss a scheduled session twice, the purchase will be cancelled without a refund.

Rescheduling

If you can’t make a purchased session, or you would like to reschedule, please do so at least one hour in advance. You can cancel or reschedule a session from the confirmation email that was sent at the time of purchase. You can also do so by contacting support.

What if I’m late to a session?

We will wait in the meeting room for 10 minutes. If you are able to make it in that time, we will proceed with the session and work through as much as possible in the time remaining.

After 10 minutes, it will be considered a missed session.


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Frequently Asked Questions

What can I accomplish during a session?

You can ask anything about your site during the Quick Start session. We’re happy to walk through setup steps, show you around the WordPress.com dashboard, troubleshoot any issues you may have, and help you the find the features you need to accomplish your goals for your site.

We are unable to set up your site for you. However, we’re here to help you get started and show you how to create the site you want. After the session, you will receive a recap email with details on what was covered and resources that may be helpful as you move forward with building your site.

What do I do if no sessions are available?

New session appointments are available every day. If you check our scheduling tool and don’t see any appointments over the next 24 hours, check on it again in the evening or early the next morning.

What if I’m scheduled but I discover I am unable to attend?

That’s okay, we understand life happens and you can’t always attend. If that happens, please let us know by canceling from the link provided in your Google Calendar invitation. We do ask that you give us at least an hour’s notice so that we can make that session available for another user. Cancellations with less than an hour’s notice or no-shows for sessions are tracked and may impact your ability to schedule future sessions.

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