However, if you believe you have found a bug that can be recreated with all other plugins disabled and a default WordPress theme running, let us know. We will work on recreating the issue on our end and adding it to our to-do list whether you have an account or not.

If you have a Business Directory Plugin license set up on your site, you may be asked to sign in with the account connected to that license to receive support.

Common Examples

“This is a company account, and my boss put me in charge of development on this site. I don't know what email is associated with the site license.”

To receive support, you'll need to contact the individual who set up the account and retrieve the correct login credentials.

“A developer set up my site for me to use and installed the Business Directory Plugin. Now I'm trying to complete a project, and I need help.”

You have two choices in this scenario.

1. You can contact the developer who set up your site and request that he/she contacts us in the Help Desk with your support question.
2. If you would like to contact us directly through support rather than going through your developer, you'll need to contact the developer and have him/her update the account information to your email address so you can log in, or you may need to purchase your own license.

If you decide to get your own license, you will not lose your existing data as it is saved in the WordPress database and is not linked to your Business Directory Plugin license in any way.

An active license includes the following:

• Support in our help desk.
• Updates for the core plugin.
• Updates for any add-ons included with your plan.
• Access to the Business Directory themes, if any, included with your plan.

Accessing your licenses

If you would like to access all purchased licenses, you can go to your Downloads page. All Business Directory Plugin licenses that have been purchased will be listed. If your license is currently active, you will see something similar to the image below:

Click on the download link for a plugin and it will begin downloading and install each module you would like to use. NOTE: You do need the core Business Directory Plugin installed in addition to individual modules.

If your license is currently expired, you will see something similar to the image below and you will need to choose the Renew option:

Managing your licenses & sites

Authorize your license with the Premium Plugin

Business Directory Plugin packages include a Business Directory Premium plugin that will control the other licenses in your account and add additional features. Install the Business Directory Premium plugin so that you get everything that is included in your package.

NOTE: You do need the core Business Directory Plugin installed in addition to individual modules.

Use your main license key to authorize this module on the General tab:

Deauthorize a site

Once your license is authorized, you may want to see which sites your license is active on, and possibly even deauthorize your license on one or more of those sites. To manage the sites that are on your license, go to the Account Licenses page and click View Sites on one of your purchased items. This will bring you to a page where you can see which sites your license is authorized on. You may deauthorize your license from any one of the sites.

Block a site

The View sites page for deauthorizing a site can also be used to block a site. Go to the Account Licenses page and click View Sites for one of your licenses. Then click the Block site link. This will add the site to a list of Blocked Sites at the bottom of that page. Any site you block will be blocked from all of your licenses.

If you need to unblock a site, go back to the Account Licenses page and click View Sites for your license. Click the Unblock site link for the site you no longer wish to be blocked.

Install on a development site

You can set up any number of local sites and a staging site with a specific subdomain. The URL options for the staging site include:

• staging.yoursite.com
• dev.yoursite.com
• yoursite.dev
• test.yoursite.com
• local.yoursite.com
• yoursite.local
• yourdomain.wpengine.com
• beta.yoursite.com

If you have a WP multi-site install, our support covers the main site if you have support for a single-site.

Renewing

Each license on your Account Licenses page includes a link to renew. This link will allow you to renew to access the benefits of an active license for an additional year.

For example, if today's date is June 1st, 2020 and your license is due to expire on June 30th, 2020, when you renew your license, the new license expiration date will be June 30th, 2021.

Manage subscriptions

If you have subscriptions on your account, they will be listed at the top of the purchases page. This will list each subscription along with the date it will next be billed. Active subscriptions include links to update the payment method and cancel the subscription.

Support details

Each license holder will receive support for one year from the original purchase date. After the support period has expired, you will need to renew your license if you would like further support. If you come across a bug while outside of your support term, please let us know and we will be happy to provide a fix in an upcoming release.

What level of support can I expect?

We want you to succeed with your endeavors and we are here to back you up. Different levels of support help our team prioritize the order in which tickets are handled. Those with Priority support get our top product engineers on the case within 12 business hours with the exception of weekends and holidays.  Standard support tickets can expect a response within 24 business hours with the exception of weekends and holidays.

Posting multiple times in a ticket, or creating long tickets will not give you a higher position in our queue. This will slow down our responses when we need to read and understand a novel before we can help. Simplify and shorten your questions as much as possible, with only one question per ticket.

Our support covers built-in features when being used as intended. It is up to you to install the plugin and setup everything you need. When you have questions, we provide you with documentation and instructions to help you get the results you want. If the documentation is clear and you still have trouble, we may recommend you hire a developer to help you with your project.

What are the support limitations?

Code questions

If your request requires code, we will point you towards a similar code example if available. Writing, customizing, troubleshooting, or adding any type of code (HTML, CSS, PHP, Javascript) is up to you or the developer you hire. Our code examples are written as a basic starting point and are not designed to cover every scenario. If you have trouble with an unmodified code example, we are happy to test the example in our docs to make sure it is correct. Our testing will not include any personalized changes to the example. Any code examples in the help desk are not maintained or supported.

Custom features

Our team does not assist with custom features. If the feature you desire is not currently available, we are happy to receive feedback and feature requests. However, we will not be held to any deadline or be obligated to provide support for a feature that is not already part of the plugin.

Unintended applications

Although Business Directory Plugin is a powerful product, our support does not cover help with use cases for unintended applications.

Coaching

It is up to you to decide how your application should work and then start building it. When you have a specific question after trying to set it up by following the documentation, let us know. However, our support doesn't cover providing a step-by-step walkthrough or personalized explanations of every piece of a full application. Do not provide a long, detailed explanation of the application you want to build and ask how to do it. If you are unsure of where to start with a large application, it would be best to hire someone to help. Our team is here to help if you get stuck, but not to guide you through each step of a full project.

General questions

Our team is here to help with questions specific to Business Directory Plugin. More general questions are not included by our support. Types of questions that are beyond the scope of our support include choosing a plugin for another purpose, applying javascript or CSS to a form, or using WordPress.

Why yearly support?

We at Strategy11 focus on you, our clients. We make every effort to keep our prices as low as possible to allow anyone to leverage the tools offered by Business Directory Plugin. It is important for us to balance the amount of time we spend on support with the amount of time we spend developing new features and enhancements. To balance these two important aspects, we provide paid yearly support. Yearly support helps to reduce our support load and allow more time for improvements, new features, and updates that benefit all Business Directory Plugin users.

When can I expect support?

We want you to succeed with your endeavors and we are always here to back you up. Different levels of support help our team prioritize the order in which tickets are handled.

• Priority support tickets send instant notifications to our team, and our top product engineers will be on your case within 12 business hours with the exception of weekends and holidays.
• Standard support tickets will receive a response within 24 business hours with the exception of weekends and holidays.

Our business hours are listed below; limited support may be available outside of business hours.

Business hours

** We are closed on all major US holidays; support may be limited during these holidays.

1. Go to the Account → Downloads page.
2. Click the Upgrade button for the license you would like to upgrade.

How will my upgrade price be calculated?

Your upgrade price is the difference between the full cost of your current license and the license you are upgrading to.

If you have any questions about upgrading your license, please open a new ticket with our help desk.

Please note: To get an exact quote for upgrading your license, please follow the instructions above. Click ‘Upgrade' to see your upgrade prices.

1. Go to the Billing page and click Get Invoice
2. If you need to add a VAT number or company address, click the Update button that shows in the preview.
3. Update the information to whatever you would like to show on the invoice. Add any extra info here that should be included, then click Save Billing Details & Generate Invoice
4. On the invoice preview page, click Print or Download PDF.

To cancel auto-renewal for your Business Directory Plugin subscription, log in and go to the Account → Billing page. Click the Cancel link.

When a subscription is canceled, the license will remain active until its expiration date. Your account won't be billed automatically when the expiration date is reached.

Request a refund

We offer a full money-back guarantee within the 14-day window. If you would like to receive a refund, follow the steps below:

1. Create a ticket in our help desk to submit a request.
2. We are always working to make Business Directory Plugin and our add-ons better. In your ticket, please describe in detail your reason for requesting a refund and what we could have done differently in order for the plugin to meet your needs.
3. Submit the form and expect to receive a response from our support team within business hours.

If you do not receive an email within an hour and if you have checked your spam folders and have not seen the email, it is possible that your account is under a different email address. In that case, please contact us with a copy of one of your license keys or other purchase information.

If you would like to change your name, display name, email address, company address, or password, you can go to your account profile and make the necessary changes.

This will change the information that is displayed on your invoices as well. Once you've added updated information to your account, you can view and download the changes in the invoice as needed.

Why should I subscribe to automatic renewals?

Automatic renewal subscriptions simplify the renewal process and eliminate the need to manually renew your license every year. With automatic renewals, you don't need to worry about your license expiring or take the time to manually renew each year. In addition, if you subscribe to automatic renewals, the price of your renewal will be locked in, and if the price of renewal changes down the line, your price for the renewal will remain the same.

You will receive an email a month before the renewal to remind you about the upcoming payment. You can opt-out of automatic renewals by canceling your subscription.

What will happen if my license expires?

If your license expires, your Business Directory Plugin and modules will continue to function normally. You will lose access to plugin updates, support, and any new add-ons released after expiration.

We recommend keeping Business Directory Plugin updated to the latest version, as releases contain bug fixes, security improvements, and changes to maintain compatibility with the latest WordPress releases. Our releases also include lots of new features and improvements.

We recommend that you stay up-to-date with WordPress and any plugins on your site.

Can I let my license expire and renew after expiration?

Yes. If you prefer to renew your license after the expiration date, you can renew later. We do not penalize late renewals. Your new expiration date will be one year from the date that you renew.

You will not have access to support, plugin updates, or new add-ons in the period that your license is expired.

Can I choose to renew manually?

Yes, of course! If you prefer to renew manually, you can opt-out of automatic renewals from the billing tab under your account page.

We do not penalize manual renewals and we will send you reminder emails before your license expires.