Steps to take before contacting support

We at Superfly are proud of our high quality products, but we are even more pleased with how well received these tools are. We love seeing the positive impact made in your designer and developer efforts. Thanks!

Like any top-tier WordPress theme or plugin (or even WordPress itself), we’ve seen that what we provide works without flaw in 99% of installations.

However, there are times when certain installs might have a problem successfully using a Superfly product. A lot of times, this is caused by conflicts or limitations based on hosting, plugin configurations or custom development on your site.

Here are some steps you can take to hopefully save yourself the time it takes to submit a ticket and have our support team look into your issue. These are steps we (and most vendors) take anyway. We’ll also let you know what information you can provide that will speed up the troubleshooting process for you and us both, in case none of these work for you.

  1. If you are using a Superfly product, this means that you have Divi (or sometimes Extra) as your parent theme. We see quite often that the Divi Builder plugin is also being used as well. The Divi Builder plugin is NOT needed in this case, and in fact can cause conflicts.

    — In this case, make a backup of your site. Deactivate and then delete your Divi Builder plugin. Check to see if the problem still exists.

  2. Certain combinations of plugins can also cause issues.

    — Deactivate all plugins. See if the issue still exists. If not, reactivate each plugin one at a time, while checking for the issue after each plugin activation. If the problem appears after activating a particular plugin, then you know what is causing the conflict.

    — Health check. The community has a great plugin that can help you figure out where problems might be coming from. GiveWP has a fantastic article about the plugin and other very useful tips.

  3. PHP versions below version 5.6 are not supported by Superfly (and are in fact not maintained anywhere). If you do not know how to determine the version of PHP your site is running, please check with your host. Superfly recommends PHP version 7.0 or greater for modern compatibility and much better site speed.
  4. Caching, along with CSS/JavaScript minification. Some hosting providers, along with certain optimization plugins, provide the ability to “cache” your pages (meaning they are served to the client from an already generated copy of the page). Some themes (namely Divi, in our case) and optimization plugins also allow you to “minify” (make smaller for faster loads) your stylesheets and/or JavaScript code. 

    Your browser also has a cache to help your browsing experience run more smoothly and faster. All of this can also cause conflicts while you are working on your site.

    — Turn off host or plugin caching and make sure your cache is clear. 
    — Make sure to clear your browser cache, including the “local” cache. A Google search will tell you how to do this with your specific browser and operating system.
    — Turn off any minification options your theme and/or plugins might offer. Superfly advises that you should NOT use any caching or minification options until your site is “live” anyway, simply because of the above mentioned conflicts that can occur.

Going through the steps above solves maybe half of the tickets we receive. If that does not help, then here’s what you can provide for us during your ticket submission in order to make your support experience as quick and seamless as possible.

  1. Have empathy. Putting yourself in the shoes of the person who is going to deal with the request usually helps a lot. Note that such person has no context and needs to understand your problem. Always re-read the text of your support request to make sure it is understandable by someone else.

  2. What browser and operating system are you using? Chrome/Firefox/Safari, Windows 10/Mac OSX, Android/iPhone, things like that.
  3. If at all possible, what username/password can we use to access the WordPress admin area of your site? We have fields in the support ticket request process for this. We understand that it’s not always possible to do so, but having WP admin access makes our troubleshooting efforts a thousand times easier and therefore much faster.

    — Best practice: Please create a separate WordPress admin account that you can delete after the support process is over. For security reasons, and to eliminate any confusion, we prefer that you do not give us your own WordPress admin account login information. Just make sure that the temporary admin account you create for us has all the rights we need to access everything. Once we are done, you can delete the user you created for us.

  4. What is your hosting provider? This might give us a lead on known issues with that particular host.
  5. Because of the complexities mentioned above, it would also be very helpful for us if you could install/activate this free plugin: Send System Info. Then, navigate to Tools > Send System Info and click on the “Send as URL” tab. Then click on the “Generate new URL” button and include the resulting URL in your support ticket. It might give us an idea on any plugins that aren’t on the current version.

    Once we are done with your ticket, you can deactivate and then delete the plugin.

  6. If you have created example pages for us to look at, make sure you keep those pages available until the support process is over.
  7. If you’ve shared a “live” page that has a problem, and you’ve updated it since our last communication in an attempt to fix it, please let us know what you did. This is consistently a big source of confusion on both parts.

We hope this article will provide the best experience possible if you should ever need support with your Superfly product. Again, thanks for being a Superfly customer!