Support

Most questions are answered fastest in the docs — and when they’re not, we want to hear from you.

How support works

Worth knowing before you buy, not after.

• Two front doors. Questions about the free version go on the public wordpress.org forum, where we answer them and the answer helps the next person too. Pro and AI support, pre-sales and billing questions go to support@getfiledeck.com or the form on this page, which land in the same inbox.
• The people who build FileDeck answer it. No outsourced first line, no bot deflecting you into the docs. Support is in English.
• No response-time promise. We’d rather not publish a number we couldn’t hold on a bad week, so we don’t. Pro and AI customers are answered first, then everyone else, in order.
• What’s covered: installing and configuring FileDeck, licence activation and moving a licence between sites, migrating a library in from another plugin, bug reports, and pre-sales questions — including “can FileDeck actually do this?”. That applies on every tier, free included.
• What isn’t: writing custom code for your site, or building a feature that doesn’t exist yet. We’ll always say so plainly, point you at the closest thing that does work, and — if you want it built — that’s paid project work, quoted up front.
• If we can’t fix it, every purchase carries a 30-day money-back guarantee — refunds are self-serve in the customer portal linked from your purchase email (billing & refunds). You’re never stuck with a plugin that didn’t fit.