{"id":3372,"date":"2021-10-04T21:54:20","date_gmt":"2021-10-04T18:54:20","guid":{"rendered":"https:\/\/creativethemes.com\/blocksy\/?post_type=documentation&#038;p=3372"},"modified":"2026-08-27T15:06:05","modified_gmt":"2026-08-27T12:06:05","slug":"submitting-a-support-ticket","status":"publish","type":"documentation","link":"https:\/\/creativethemes.com\/blocksy\/docs\/general\/submitting-a-support-ticket\/","title":{"rendered":"Submitting a Support Ticket"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">If you cannot find the answer in our documentation or video tutorials, you can contact the Blocksy support team directly by submitting a support ticket.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Before opening a ticket, there are a few quick checks that can help rule out common problems and give our team the information needed to investigate your issue efficiently.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Before Submitting a Ticket<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Update Blocksy and Blocksy Companion.<\/strong> Make sure the theme and Companion plugin are running their latest available versions. If you use Blocksy Companion Pro, update that as well. Your issue may have already been addressed in a newer release.<\/li>\n\n\n\n<li><strong>Clear all caches.<\/strong> If your website uses a caching or optimisation plugin, server-side caching or a CDN, clear those caches and regenerate any optimised CSS or JavaScript files. Cached assets can sometimes cause issues to remain visible after an update.<\/li>\n\n\n\n<li><strong>Describe the issue in detail.<\/strong> Explain what you are trying to achieve, what happens instead and, when possible, the exact steps we can follow to reproduce the problem.<\/li>\n\n\n\n<li><strong>Include visual references.<\/strong> Screenshots or a short screen recording can make it much easier to understand where the issue occurs.<\/li>\n\n\n\n<li><strong>Provide the affected website URL.<\/strong> If the issue can be viewed on the front end, include a direct link to the relevant page whenever possible.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Submitting Your Support Ticket<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Once you have gathered the relevant information, visit the <a href=\"https:\/\/creativethemes.com\/blocksy\/support\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Blocksy Support Center<\/strong><\/a> and complete the support form.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Include as much relevant information as possible in your initial message. A detailed report can reduce the need for additional questions and help our team begin investigating the issue more quickly.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Providing Temporary WordPress Access<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Some issues cannot be diagnosed from the front end alone. If a deeper investigation is required, our support team may ask you to provide temporary access to your WordPress Dashboard.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For this purpose, we recommend the <a href=\"https:\/\/wordpress.org\/plugins\/temporary-login-without-password\/\" target=\"_blank\" rel=\"nofollow noreferrer noopener\"><strong>Temporary Login Without Password<\/strong><\/a> plugin. It lets you create a temporary WordPress user with an expiring login link, so you do not need to share your own administrator username or password.<\/p>\n\n\n\n<div class=\"wp-block-group has-palette-color-8-color has-palette-color-1-background-color has-text-color has-background is-layout-constrained wp-block-group-is-layout-constrained\">\n<p class=\"is-style-info coblocks-alert-paragraph wp-block-paragraph\"><strong>Important<\/strong><br>Only create temporary access when requested by our support team. Set an appropriate expiration period and remove or disable the temporary account once the investigation has been completed.<\/p>\n<\/div>\n\n\n\n<figure class=\"wp-block-video\"><video autoplay loop muted src=\"https:\/\/creativethemes.com\/blocksy\/wp-content\/uploads\/2021\/10\/Screen-Recording-2021-10-04-at-22.31.47.mov\" playsinline><\/video><figcaption class=\"wp-element-caption\">Creating a temporary WordPress login for the Blocksy support team.<\/figcaption><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">Once the temporary login has been created, send the generated access link through your existing support ticket. Our team can then use it to investigate the issue directly inside your WordPress installation.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>If you cannot find the answer in our documentation or video tutorials, you can contact the Blocksy support team directly by submitting a support ticket. Before opening a ticket, there are a few quick checks that can help rule out common problems and give our team the information needed to investigate your issue efficiently. Before [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"doc_categories":[111],"class_list":["post-3372","documentation","type-documentation","status-publish","hentry","doc_categories-general"],"blocksy_meta":{"styles_descriptor":{"styles":{"desktop":"","tablet":"","mobile":""},"google_fonts":[],"version":7}},"acf":[],"_links":{"self":[{"href":"https:\/\/creativethemes.com\/blocksy\/wp-json\/wp\/v2\/documentation\/3372","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/creativethemes.com\/blocksy\/wp-json\/wp\/v2\/documentation"}],"about":[{"href":"https:\/\/creativethemes.com\/blocksy\/wp-json\/wp\/v2\/types\/documentation"}],"author":[{"embeddable":true,"href":"https:\/\/creativethemes.com\/blocksy\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/creativethemes.com\/blocksy\/wp-json\/wp\/v2\/comments?post=3372"}],"version-history":[{"count":4,"href":"https:\/\/creativethemes.com\/blocksy\/wp-json\/wp\/v2\/documentation\/3372\/revisions"}],"predecessor-version":[{"id":15093,"href":"https:\/\/creativethemes.com\/blocksy\/wp-json\/wp\/v2\/documentation\/3372\/revisions\/15093"}],"wp:attachment":[{"href":"https:\/\/creativethemes.com\/blocksy\/wp-json\/wp\/v2\/media?parent=3372"}],"wp:term":[{"taxonomy":"doc_categories","embeddable":true,"href":"https:\/\/creativethemes.com\/blocksy\/wp-json\/wp\/v2\/doc_categories?post=3372"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}