Tell us what went wrong.
Signing in is the better route — you get the whole conversation on one page and can reply in place. This form is here for when you cannot: every request is confirmed by email before it reaches the queue, which keeps the desk free of spam without a CAPTCHA.
Before you write
Three things that halve the round trips.
- 01
Say what you expected
Then what happened instead, in that order. The gap between the two is the bug.
- 02
Paste the exact error
Redacted. The literal text beats a description of it every time.
- 03
Include your versions
WPPilot, WordPress and PHP. Most activation problems are a version mismatch.
Never send account secrets
No passwords, application passwords, API keys, licence keys, card details or unredacted database exports. We will never ask for them, and a request that contains one has to be destroyed rather than answered.
Billing, invoices, downloads and your licence key all live in the customer portal, not with us.
Response targets
What happens after you confirm.
First-response targets, counted in business hours from the moment you click the confirmation link — not from when you submitted the form. Attachments are not accepted; paste redacted text instead.
| Type | First response | Helps us most |
|---|---|---|
| Security report | 4 business hours | Send these to security@wppilot.co instead. |
| Paid download or licence access | 1 business day | Have your purchase email ready. |
| Activation or update failure | 1 business day | Include WordPress, PHP and plugin versions. |
| Production-blocking defect | 1 business day | Say what breaks and how to reproduce it. |
| Usage or how-to | 2 business days | Check the help centre first — it is often faster. |
| Feature request | 3 business days | Logged to the backlog. No delivery promise. |