In this document:
With software development, bugs and issues are just a fact of life. No matter how much we test and check, we can’t predict every possible plugin and theme configuration. But, luckily our 5-star support team is here to help!
If you find that the built in Plugin Support Button isn’t working, please let us know by asking us a question here in the Help Center or getting support from your SSA account.
The SSA Support Tab
To get help, head over to the Support tab. You’ll see a quick list of diagnostic information that can help point the way to a solution.
Many issues can be solved by a quick scan of the Support Diagnostic list. Common issues include:
- Outdated version of the plugin can cause a lot of different bugs related to availability and loading of the calendars
- SSL Certificate Issues can cause loading issues
- Failed Schedule Events lead to missing notifications
Please make sure you’re using the latest version of the plugin before contacting the Support team. The Support information lets you know if you’re using an outdated version.
Contact Us Through the Support Tab
Click the Contact Support Team button, if you can’t find anything off in the support tab information.
You should now see a popup to collect your preferred email address and your message. Please include
- Any steps that you took to recreate the issue.
- If it’s an issue related to availability, the day/times and Appointment Type you’re working with
- If any, the error message and where you’re seeing it
Optionally, Send More Information
You also have some additional options to include:
- Information about your plugin settings and appointment types: This does not include private information or customer appointments.
- A list of your active plugins: Helpful to recognize if the issue is related to a plugin or theme conflict
Other Steps to Speed Up the Troubleshooting Process
Here are some other steps that can help speed up the troubleshooting process, this allows us to get a better picture of the issue and pinpoint a solution.
Send a Full Export of Your Plugin Settings and Appointments
This one is especially helpful if your issue is related to the availability not showing up correctly. The Support message from above doesn’t send us your appointments, but sometimes it’s crucial that we can investigate that data as well.
Here’s a guide to show you how to Export and Send Us Your Plugin Info.
Use Availability Detective for Availability Issues
If you’re experiencing “missing time slots” please give the built-in Availability Detective a try before contacting support. This can give you answers to simple fixes. And even if it doesn’t give you an answer it still gives us a clue as to where not to look.
Here’s a guide to show you how to use the Availability Detective to Find Missing Time Slots.
At the very bottom of the Support tab, there’s a Debugger tool. This is to help us find issues in your plugin and WordPress install.
If you’re having issues, go ahead and enable both of the debug logs. You can continue trying to test your plugin and calendar on your site. When you come back you may see some errors appear.
Including those in your message to us would be helpful for us to see. If there’s a bug that we need to take a look at, we can go to the logs to look for clues.
File a support ticket with our five-star support team to get more help.
File a ticket
Plugin Detective for Plugin Conflicts
Plugin Update Errors
Plugin Access for the SSA Team