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This guide applies to:

  • Basic Edition
  • Plus Edition
  • Pro Edition
  • Business Edition

Introduction

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  • Outdated version of the plugin can cause a lot of different bugs related to availability and loading of the calendars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 The Support information lets you know if you’re using an outdated version.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.

Helpful support information and a contact button

You should now see a popup to collect your preferred email address and your message. Please include

  1. Any steps that you took to recreate the issue.
  2. If it’s an issue related to availability, the day/times and Appointment Type you’re working with
  3. 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
Check the box to send information about your appointment types and settings

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.


Debug Logs

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.

Enabling the Debug Log

Still stuck?

File a support ticket with our five-star support team to get more help.

File a ticket

  • Please provide any information that will be helpful in helping you get your issue fixed. What have you tried already? What results did you expect? What did you get instead?
  • This field is for validation purposes and should be left unchanged.


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