FAQ, Upgrades

Live Chat Support

If you’re a WordPress.com Business or WordPress.com Enterprise subscriber, you’ll have access to priority Live Chat Support. If you’re not a subscriber yet, you can find out more about available plans for your site here.

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.

On rare occasions, Live Chat Support is also subject to closure or limited hours during our company meetings.

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.”

Live Chat Support is available in English only.

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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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