Support
Most questions are faster in public: a GitHub issue is tracked, searchable, and gets an answer that helps the next person who hits the same thing. A few genuinely need email, and those are marked below.
There is no support form on this site. A form needs a queue somebody watches, and a form that silently drops a message is worse than no form at all.
An operation refuses when it should not, a preview disagrees with the write, a rollback does not restore.
Public, tracked, and the fastest route. A reproducible report also qualifies for the contributor programme.
Anything that would let a caller get past a capability check, reach code execution, or read what a refusal should never leak.
Please do not open a public issue for these. The policy says how to report privately and what to expect.
Invoices, moving a licence between sites, cancelling a renewal, a refund inside 14 days.
Freemius is the merchant of record, so an invoice question may be answered from their side.
An operation that does not exist, or one that exists and does the wrong thing for your case.
Public, votable, and the thing the roadmap is actually built from.
Press, partnerships, a question you cannot place, or a sentence about what nearly stopped you buying.
One person reads this. Expect a reply within a couple of working days.
None of this is a form. It is what is usually missing from a report that then takes three exchanges to reproduce.
A refusal message is safe to paste anywhere: SiteHelm never puts a stack trace, a filesystem path, a SQL fragment, a database error, an authorization header or a resolved IP address into one.
A reproducible report also qualifies for the contributor programme.
Its name, as the agent called it — content-update, media-import, and so on.
One sentence. The gap between this and what happened is usually the bug.
The refusal code and its message. They never contain anything sensitive.
WordPress, PHP, SiteHelm, and the integration involved — Elementor, ACF, Yoast.
Once, every time, or only on one site. This decides where to look first.
There are eleven, each with the fix it carries. The list is on the safety page and it names the cause and the correction for every one.
A Pro operation on an unlicensed site refuses with
IntegrationUnavailable.
Free against Pro lists every operation
by area and by tier.
Every operation is documented with what it does, the capability it needs, its risk, and whether it can be rolled back. The documentation is here.
Licences, invoices, refunds, and anything about your own site you would rather not post in an issue.
Expect a reply within a couple of working days. If it has been longer than that, send it again — it went missing rather than being ignored.
Please do not send credentials. There is no situation in which support needs your Application Password, your hosting login or your database details, and nobody from SiteHelm will ever ask for one.
SiteHelm