Request help for a purchased extension

A useful extension support request identifies the package and the stage where it failed. This makes the report easier to reproduce and avoids unnecessary changes to the billing platform.

Identify the purchase and environment

Include the product name, downloaded version, service ID and relevant invoice number. State the Paymenter, PHP and theme versions and whether the installation has custom core changes.

Use a private ticket for account-specific details. Do not post the package ZIP publicly or include account passwords, database credentials, payment secrets or full license keys in an open channel.

Describe one failing action

Explain what you clicked or ran, the result you expected and the actual error. Distinguish an installer preview refusal from a migration failure or a problem using the feature after installation.

Provide the relevant portion of the error output with secrets removed. A screenshot of a generic error page is less useful than the specific error and its time.

Record what already changed

List the integration steps applied, any worker/view refresh performed and any manual edits made afterward. Keep the backup location privately available to the person maintaining the installation.

Avoid repeatedly reinstalling the package while waiting for diagnosis. That can make the current state harder to explain and may remove useful evidence.

Check the purchased scope

Support duration, future updates and download access are separate terms. Read the terms attached to your own purchase rather than assuming a new listing changes an older agreement.

You can still explain a delivery or billing problem through the normal support route. For file-access issues, start with download troubleshooting.