---
title: Get support
description: "Where to ask for help: support tickets for Pro customers, WordPress.org forums for the free plugins."
url: "https://docs.prefixwp.com/docs/account/buying/get-support/"
updated: "2026-11-10"
category: Buying
---

# Get support

## Which help is right for you

| You use... | Where to ask |
| --- | --- |
| **Pastmark Pro** (active license) | Open a support ticket on our [Support page](https://prefixwp.com/support/). |
| **BugTrace** (free) | The [BugTrace forum on WordPress.org](https://wordpress.org/support/plugin/debug-log-tool/). |
| **Pastmark** (free) | The [Pastmark forum on WordPress.org](https://wordpress.org/support/plugin/pastmark/). |
| **Billing or license questions** | Our [contact page](https://prefixwp.com/contact/). |

Ticket support is for customers with an **active, paid license**. Always use the email address from your purchase.

## Support hours

Monday to Friday, 09:00 - 18:00 (India time, IST). We are closed on weekends and public holidays. We answer tickets in the order they arrive.

## Get a faster answer

Please tell us:

- The plugin name and version.
- Your WordPress and PHP versions.
- The steps to see the problem.
- A screenshot or a short screen recording.
- Any errors from your debug log. [BugTrace](/docs/bugtrace/) makes this easy.

## Do and don't

- Do search these docs first. Many answers are here.
- Don't send passwords, license keys or login cookies in public forums.