Live Chat not available for premium subscription

  • Unknown's avatar
    curtinators · Member ·

    Hi,
    I bought a premium subscription yesterday and would like to access the Live Chat function (primarily because I can’t find certain premium themes, which I should now have access to). I’ve read lots of help articles already, there is no “Chat with us” option available and I am also using the same login with which I bought the subscription, so I should have access to Live Chat. Today is Thursday and I am in Berlin.

    Many thanks for any help,
    Chente

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

  • kokkieh · Staff ·

    Hi there,

    You’re not seeing live chat as an option because your interface language setting is German. We provide support in a limited number of other languages besides English, including in German, but that is currently only available via email. If you set your account language to English, you’ll be able to connect to live chat. You can change this from your account settings at https://wordpress.com/me/account

    Keep in mind that live chat depends on operator availability, and if no chat operator is available at the time you try to start a chat, you’ll be directed to email support instead, regardless of your language settings.

    primarily because I can’t find certain premium themes, which I should now have access to

    Can you tell me the name of the theme you’re trying to use? I can see all the Premium themes we currently offer on WordPress.com when I view the theme showcase for your site, here:

    https://wordpress.com/themes/premium/curt4future.com

  • Unknown's avatar
    curtinators · Member ·

    Thanks again for this information. I think it would benefit everyone, regardless of the language settings, to simply have a small window explaining the restrictions for Live Chat (i.e. that it only works in english), but that’s just my two cents.
    I was interested in Divi, Detox and Science Labs, to name a few, but I also don’t see many of the popular ones, such as Astra.

    Or are these perhaps not “premium themes”?
    Best,
    Chente

  • supernovia · Staff ·

    Hi Chente, thank you for that feedback! I can’t promise we’ll make that change, but we will promise it reaches the right people.

    Regarding Premium themes on WordPress.com, these won’t include every premium theme from all marketplaces, but will include paid themes that were specifically curated — and in some cases adjusted — to work well here.

    If you’ll let us know what look and features you’re going for, we may be able to make a recommendation.

  • Unknown's avatar
    curtinators · Member ·

    Thank you Supernovia,
    it’s a shame that many of the most popular themes are not included in the curated library, meaning I would have to upgrade again to access them (i.e. to be able to install themes from outside the dashboard), but perhaps this is by design… Thank you for the offer to help with design stuff, I’ll be sure to ask again when I have more specific questions.

    All the best,

  • staff-totoro · Staff ·

    Hi there,

    It’s a shame that many of the most popular themes are not included in the curated library, meaning I would have to upgrade again to access them (i.e. to be able to install themes from outside the dashboard), but perhaps this is by design

    To clarify, we are not the only providers of WordPress sites, and other hosting companies also happen to offer WordPress sites, but they use a different version of the platform than what we use here.

    The version that other hosting providers us is more developer focused and totally unlocked, but also totally DIY, so it does not come with support. However you would be able to upload any plugin or theme “designed for WordPress” using that version of the platform.

    On WordPress.com we offer a fully managed service and provide support for all sites we host. Because of this the ability to upload 3rd party plugins and themes is not enabled by default, and is only available under our Business and eCommerce plans.

    If self-hosting your WordPress site interests you we recommend the following providers, who all offer easy-to-use setup wizards to help you get your first WordPress site set up and running:

    Hosting

    That said, most major web hosting providers will work, so you can just ask if the one you are interested in supports WordPress. Hope that helps. Please let us know if you have any more questions.

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