When something isn’t working as expected, getting help quickly matters. StellarSites offers several support options: live chat, email, and dashboard-based ticketing, all handled by a single expert team familiar with your hosting, WordPress setup, and included plugins.
Live Chat Support #
Live chat is the best option for real-time help. It’s ideal for quick questions or when something needs to be resolved without delay.
How to Start a Live Chat #
- Open your StellarSites Dashboard
- Look for the chat icon in the lower-right corner
- Click the icon to connect with support
Live chat is available during business hours: 5 AM – 5 PM Central Time (US).
Support can assist with:
- Plugin or theme conflicts
- Domain and DNS setup
- Site performance issues
- General configuration questions
If the Issue Requires Investigation #
If the issue can’t be resolved in real-time, your chat may be converted into a support ticket. This ensures the right person follows up with a detailed response after a deeper look.
Email and Ticket Support #
Some problems require more explanation. If you need to share screenshots, files, or logs, or if the issue isn’t urgent, email support is the best choice.
How to Submit a Ticket #
You can submit a support ticket in two ways:
- From your StellarSites Dashboard
- Through the contact form on the StellarSites website
Once your ticket is submitted, the team will respond with personalized steps to resolve the issue.
What to Include for Faster Help #
Providing complete information upfront helps speed up troubleshooting. Include the following if possible:
- A clear description of the issue
- The full URL of your site
- What were you trying to do when the issue occurred
- Any error messages
- Any steps you’ve already tried
- Optional but helpful: Screenshots or screen recordings
When to Contact Support #
The support team is here for more than just emergencies. If something isn’t working as expected, it’s worth reaching out. Common reasons to contact support include:
- Plugin conflicts or errors
- Domain or DNS setup issues
- Site speed or security concerns
- Backup or restore troubleshooting
- General confusion about how something should work
Tips for Getting Help Faster #
Support can move faster when it has clear context. Before reaching out, take a moment to gather:
- What were you doing when the problem happened?
- Have any changes been made recently (plugin installs, theme updates, etc.)?
- A step-by-step description of how to reproduce the problem
- Screenshots or screen recordings
- Login credentials (only if specifically requested by support)
The more context you can give, the quicker your issue can be resolved.
You don’t need to chase down different companies for support. With StellarSites, one team handles your entire environment, hosting, WordPress, and plugins, all from one dashboard. Whether it’s a chat for quick guidance or a ticket for deeper troubleshooting, the help you need is always just a click away.
Have a Pre-Sale Question? #
Reach out to the Customer Success team to ask any pre-sale questions!
