Getting Support for OptinMonster

This documentation will walk you through best practices to receive a timely response, making the best use of both your time and our time.  Any relationship — be it a vendor-customer, friend, or family relationship — all depend on clear and effective communication. Receiving precise, timely, and effective support is no different.

There must be effective communication from you (the customer) to us and from us to you.  So I invite you to read through this guide and learn how to best “Help us help you.”



General Best Practices and User Self-Checks for Support

Please review the following steps before proceeding with your support request, if you are using WordPress please click here for WordPress-specific self-checks.

1. Is Your Hosting Service Up-To-Date?

If you are using a platform other than WordPress to power your site, please check that your host meets the minimum required needs of your platform before proceeding.

2. Do You Have Any JavaScript Errors?

Many times, other scripts can cause JavaScript errors. Depending on the error, it can cause OptinMonster to not load or to load improperly. Like a car-wreck in front of you on the road, the problem is not your car but rather the mess in front of you. In a similar fashion, these errors must be resolved first before determining if there is a possible problem with OptinMonster.  WordPress provides documentation around examining your webpage and resolving JavaScript errors.

3. Is Support Still Needed?

If you have progressed through the first steps but have not been able to resolve your issue, then now you are ready to reach out for OptinMonster Support.  No matter the level of support your subscription provides, remember these principles to help us best help you:

  • Log-In to Your Account before sending a support request. This gives us more information such as your purchase email, which lets us see your campaigns. ALSO, if you have a Pro subscription, this will label your email as a Priority Ticket, which helps us prioritize tickets better. Always log in before you send a support ticket.
  • Provide a web-address for the website in question.
  • Be specific (as much as your technical ability allows) as to both the problem and your desired functionality for OptinMonster.
  • Be concise. To be specific, you may need paragraphs to describe the problem. No worries, write whatever is required. However, if you have a question lodged in the middle of a large paragraph, it has the potential to be accidentally overlooked as we process Support.
  • If multiple questions, consider using bullets or numbers to help make clear you have multiple questions, concerns, or suggestions.
  • Back-end Issue? Please provide temporary admin credentials, including a link to your log-in screen.

To proceed, click here to follow our instructions on submitting your support request.


WordPress-specific User Self-Checks for Support

1. Is Your Hosting Service Up-To-Date?

The latest WordPress release (as of April, 2017) recommends PHP 7 or higher, MySQL 5.6 or higher (OR MariaDB version 10.0 or greater), Apache or nginx, as well as HTTPS support. You can find more about hosting services and requirements here.  Sometimes images do not load or there are problems that are caused largely because a hosting service is not working properly or it is not up-to-date with the latest WordPress requirements.

Note: If you are a new customer and are having problems loading OptinMonster on your website, checking your hosting service should be your first priority.
2. Is WordPress Up-To-Date?

Again, this may seem basic, but it is crucial.  Are you running the latest release of WordPress? If not, you are more vulnerable to bugs, security vulnerabilities, and problems with plugins.  If you need help in updating WordPress, check out their documentation here.

3. Is Your OptinMonster Plugin Up-To-Date?

We have already created a document talking about installing OptinMonster, so I encourage to check that out and ensure your OptinMonster plugin is actually activated.

The next step is very similar, make sure OptinMonster is up-to-date with the latest version and that all your add-ons are both updated and activated. If you need help, check out WordPress’s plugin documentation on Managing Plugins.

4. Do You Have Any JavaScript Errors?

Many times, other plugins can cause JavaScript errors. Depending on the error, it can cause OptinMonster to not load or to load improperly. Like a car-wreck in front of you on the road, the problem is not your car but rather the mess in front of you. In a similar fashion, these errors must be resolved first before determining if there is a possible problem with OptinMonster.  WordPress provides documentation around examining your webpage and resolving JavaScript errors.

5. Is Support Still Needed?

If you have progressed through the first steps but have not been able to resolve your issue, then now you are ready to reach out for OptinMonster Support.  No matter the level of support your subscription provides, remember these principles to help us best help you:

  • Provide a web-address for the website in question.
  • Be specific (as much as your technical ability allows) as to both the problem and your desired functionality for OptinMonster.
  • Be concise. To be specific, you may need paragraphs to describe the problem. No worries, write whatever is required. However, if you have a question lodged in the middle of a large paragraph, it has the potential to be accidentally overlooked as we process Support.
  • If multiple questions, consider using bullets or numbers to help make clear you have multiple questions, concerns, or suggestions.
  • Back-end Issue? Please provide temporary admin credentials, including a link to your log-in screen.
  • IMPORTANT: Since you should be using at least 1.1.5.x (or greater) of the plugin, please send us the Debugging PDF. You can find this by going to your WordPress Dashboard → OptinMonster Menu → Support Tab → click “Download PDF Report”. Attach that PDF when you’re submitting your support inquiry.

To send us your support inquiry, follow our instructions below on submitting your support request.


Submitting an Email Ticket

You will have access to email support once you log in to OptinMonster. Log in to your account here at OptinMonster and you will see the dashboard.

01-Dashboard-Overview

Next, click the ? Help

Focus-on-Help-Icon

By clicking the ? Help button, you will have an overlay appear which will give you access to both related documentation and the area where you can submit a support ticket.

Focus-on-Search-Bar

On the help screen, if you scroll to the bottom, you will see the Submit a Ticket option on the bottom left.
Focus-on-Submit-a-Ticket

When you click that button, you will be taken to our support page, where you can select your topic, any related campaigns, and the ticket will come straight to our inbox.

Submit-A-Support-Ticket

General Note: Using the support form while you’re logged in will always speed up your reply time compared to submitting a ticket when you’re logged out or when you email directly.
WordPress Note:: If you are having problems on the Admin side of your WordPress site, you should especially consider providing temporary administrator credentials so that we can more effectively aid in debugging.
WordPress Note: Since you should be using at least 1.1.5.x (or greater) of the plugin, please send us the Debugging PDF. You can find this by going to your WordPress Dashboard → OptinMonster Menu → Support Tab → click “Download PDF Report”. Attach that PDF when you’re submitting your support inquiry.

After you hit “Submit” then our system will receive your support ticket. We will respond as quickly as possible to resolve any issues and to help make your website the best it can be.

Thanks for reading!