FAQ, Upgrades

Concierge Support

How to access a one-on-one session with a Happiness Engineer to set up or troubleshoot your site and learn about the features you can use.

The concierge support service is available to all WordPress.com Business users. When you sign up for a business plan, we’ll send you an email that contains access to our one-on-one scheduling tool. If you don’t see that email, open a chat or submit an email message here.

What is the Concierge Support service?

Concierge Support gives you a way to talk to one of our Happiness Engineers via a screen share with audio. 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 chat with you.

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How do I access Concierge Support?

The Concierge Support service is available to all WordPress.com Business users. 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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Do I need to prepare anything for my session?

The Concierge Support 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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How will I get in touch with a Happiness Engineer at the time of my session?

After you schedule an appointment, you will receive a confirmation and a Google Calendar invitation for the appointment time. Before the session, a Happiness Engineer will send you a custom Zoom.us link that will connect you to the right place. When it’s time for your session, click the custom Zoom.us link to join.

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What can I accomplish during a session?

You can ask anything about your site during the Concierge Support 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.

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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.

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Is a Concierge Support session right for me?

In addition to the one-on-one Concierge Support 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 Concierge Support sessions are scheduled appointments intended for an in-depth discussion about your site. Concierge Support 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. Most of our users find that one or two sessions will help them get a good grasp on how to build their site, although we can allow a couple more to help you build a firm foundation if you need it.

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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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