Blogging involves a learning curve and when you are new you may not know where to look for the answers to your “how to” questions, or you may experience difficulties of a technical nature. When it comes to getting the help you need at WordPress.com you will find both bases are covered.
Now and then you may experience situations when you click and expect a specific thing to happen and something else presents. When your issues are technical such as being unable to upload images or being unable to insert links, it’s always best to do some troubleshooting before seeking help.
WordPress.com Support Documentation
If you are looking for “how to” answers you can easily search the WordPress.com support documentation. The WordPress.com support documentation search box will display results not only from the documentation but also from WordPress.com support forums threads. Links to the documentation are found in 5 locations:
- Admin bar (blog page top, dashboard top): My Account > Get Support
- Dashboard upper right corner: Help
- Dashboard bottom bar: Support
- Forum header: Support
- Forum bottom bar: 24/7 Support
Posting to WordPress.com Support Forums
If your searching proves to be unproductive, then some issues that you encounter with your WordPress blog or account may be resolved with assistance from your fellow bloggers in the WordPress.com support forums. Volunteers answering support forum questions do not have backend access to blogs and cannot apply technical fixes, only Staff can do that. Links to the WordPress.com support forums are found in several locations including:
- Dashboard bottom bar: Forums
- Support documentation: bottom bar: On WordPress.com Forums
- Theme Showcase bottom bar: On WordPress.com Forums
- WordPress.com home page bottom bar: On WordPress.com Forums
On the main WordPress.com support forums page there are links to sub-forums.
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Public answers to your support requests.
WordPress.com Staff Questions Forum
On the front page of the WordPress.com support forums at the bottom of the column you will find a Staff Questions Forum link. Staff experience a wealth of duplicate support requests and hope with this Staff Questions forum will increase the collection of searchable answers on an already public platform.
Users now have a way to mark their support request (on the contact page) as either public or private. Private requests will continue to be directed to Staff via the ticketing system, but public requests will post to a new Staff Questions forum section. These public support requests will be visible to everyone, but only Automattic (WordPress.com) employees are able to respond.
Contacting WordPress.com Staff
Use the searchbox first
After you use the searchbox at the top of the page, on bottom of the page there will be a section that says “Have you found the answer to your question?” You can choose either “Yes I found the answer to my question.” or “No I didn’t find the answer to my question and I would like to contact support for help.” The no option will reveal the contact form.
Creating a support ticket
When contacting Staff in order to avoid a time delay in finding a solution and applying it please do not forget to include details in your support ticket. In addition to a clear description of the problem Staff need to know:
- Your browser and browser version.
- Your FULL blog address of the blog in question (not the blog name, the actual URL that begins http:// Please note: there is no “www” in any wordpress.com url)
- Your FULL username.
- Your role (Administrator, Editor, Author, Contributor).
- The email address that you registered at WordPress.com with for the blog in question;
- A clear description of the exact problem.
- If the problem is with a specific page, post or image then provide the URL for whichever is in question.
- If the problem occurred when following instruction in support documentation then a link to it is helpful.
- Screenshots can also be helpful.
Supplying these details up front in your support ticket means Staff won’t have to employ back and forth email exchange with you in order to obtain relevant information. That means they can identify the source of the problem and provide a solution quickly.
Note: Whitelist email@example.com support in your email program so email from Staff does not end up in your spam filter.
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