I have a Premium Plan and Customer Support is not answering.

  • Unknown's avatar
    kevinjandrews · Member ·

    I’m trying to launch my business, and am having trouble with the images on my site reading as clickable from my screen reader; despite them having no links associated with them. I’ve also had concerns about setting up email forwarding, and if I’ve set it up correctly as it is not clear in the dashboard. I messaged the Happiness Engineers early in the day yesterday, and have yet to receive a response. I thought there was supposed to be live support 24/7, and they claim in the automated message, “Our Happiness Engineers usually respond within 5 minutes”.

    The fact that you can only get ahold of someone from what I’m assuming is an unmanned chat box, and/or a shout into the void on a forum is concerning. Especially for a paid service. Hopefully someone reviews this post within the next day or so, if not I’ll be sure to utilize the 14 day money back guarantee and I’ll go elsewhere.

    The blog I need help with is: (visible only to logged in users)

  • staff-eleanor · Staff ·

    Hi there! I wanted to let you know that our team is investigating the issue and will reply to you by email.

  • Unknown's avatar
    cressyarchers · Member ·

    I have tried everthing and can’t get any help from wordpress. Just opened a premium account for my archery club and it will not let me change to the theme I want. The AI said someone from wordpress support would be in touch but nothing has happened and I can’t complet this site without twenty fifeteen theme. The site is https://wordpress.com/overview/cressyarchers.com. If someone doe not fix this soon i will have to cancel the account.

  • Unknown's avatar
    dragstor · Member ·

    Hi there! 👋🏼

    I have tried everthing and can’t get any help from wordpress. Just opened a premium account for my archery club and it will not let me change to the theme I want. The AI said someone from wordpress support would be in touch but nothing has happened and I can’t complet this site without twenty fifeteen theme. The site is https://wordpress.com/overview/cressyarchers.com. If someone doe not fix this soon i will have to cancel the account.

    Sorry about the delays!

    I just checked your account and noticed my colleague answered earlier today; did you see their email?

  • Unknown's avatar
    elliemirjani · Member ·

    I am writing to express my deep frustration and disappointment with the lack of response and support over the past two days regarding a critical issue with my website. As a business account holder with WordPress, I expect a much higher level of service, especially given the severity of the situation.

    I have had an issue since 2 days ago but Since yesterday, at approximately 3 PM, my website has been completely down, and I have received no communication or assistance from your team despite sending multiple emails to the helpdesk and repeated messages to the engineering team. I have attached a screenshot of the error message, but as of now, I have not received any acknowledgment or help. My website is essential to my business operations, and every hour of downtime is severely impacting my revenue. This is not just an inconvenience—it is causing my business to be effectively shut down.

    The silence from your end is unacceptable. I rely on WordPress to maintain my website, and I expect timely responses, especially in critical situations like this. I am appalled at the lack of support for a paying business customer and the fact that I am being left in the dark about how long it will take to resolve this issue.

    I would like to know:

    1. Who is responsible for addressing my issue?
    2. How long is it going to take to fix this problem?
    3. Will wordpress take responsibility for the financial loss my business is suffering due to this downtime?

    I understand that nobody sends messages or opens support tickets for mere conversation—when someone reaches out for help, it’s because they urgently need it. At this point, I am not just seeking help, but I am desperately waiting for any sign that someone is working on the issue.

    It is incredibly disappointing to see this lack of support, especially when I trusted wordpress with such an important aspect of my business. Please treat this matter with the urgency it requires, as I cannot afford another day of my website being down.

  • Unknown's avatar
    dragstor · Member ·

    As I noted earlier, I see that my colleagues are already helping you via email, so I’ll close this thread now that the conversation is ongoing there. 😊

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