A quick note on our support team
All support requests are answered within 2-3 business days. We are unable to offer weekend support hours, as EmPress is still a small (but mighty!) shop, consisting of its two co-founders, Lisa and Victoria. In fact, this is who will see and respond to your email when you submit a support ticket. Be sure to say hi!
Quick Help Guide
Use the dropdown or search bar below, and we'll guide you to our most commonly asked questions (and answers!).
Submit a Support Ticket
Couldn't find what you need? No worries. Submit a support ticket below, and we'll reply within 2-3 business days (if not sooner!)
our support policy
View our full policies here.
How we offer support:
We offer PDF Documentation and email-based support only. At this time, we do not offer phone, live chat, or social media support.
CUSTOM DESIGN ASSISTANCE
We cannot assist with custom font or color integration for your site. Some customization requests may be provided via our Code Hacks program, but these requests are reviewed and provided individually.
GENERAL WORDPRESS QUESTIONS
We are unable to offer assistance on general WordPress questions unrelated to our products. Please check out this section of our Help Desk for general articles about WordPress setup and use.
SUPPORT FOR CUSTOM IMPLEMENTATIONS & THIRD-PARTY PRODUCTS/SERVICES
We reserve the right to refuse support for custom changes or modifications made to our theme and/or plugin files by you or a third-party developer. We request you work with that third-party for questions about your custom design.
Additionally, we only offer support for the individual/entity and end user who holds the active license key for products purchased. Designers: we do not recommend purchasing licenses on a client's behalf.
KEEP THE CREDIT!
We reserve the right to refuse support to customers who have removed the EmPress company logo/credit from the bottom of our products that feature it.
CODE HACKS SUPPORT
In some instances, when it benefits a large number of customers or is a request received frequently, we may provide limited EmPress product customization support through our Code Hacks service, via email. Due to time and code constraints, not all requests can be honored, and Code Hacks custom code is provided solely at our discretion. We reserve the right to refuse any customization request for any order, person, or entity, for any reason.