Our goal is to provide you – our valued customers with holistic WordPress product, functionality, and design troubleshooting support.
If you’re interested in a fast, secure WordPress experience and not interested in spending hours tweaking and optimizing, check out InMotion Hosting’s superior WordPress Hosting packages.
Our world-class Technical Support team is available to serve you 24/7/365 by chat, ticket or phone.
Incidents
InMotion Hosting considers incidents to be one-off occurrences, for example, you’re receiving error messages or cannot log into your account.
The chart below outlines the specific incidents that are covered by our Technical Support.
| Incident | Recommended Contact Method | Troubleshooting and Applicable Support Articles |
|---|---|---|
| White Screen of Death | Call/Chat/Self-Help | Troubleshoot cause, regain access to site |
| Error Messages | Chat/Ticket/Self-Help | – Error Codes (403, 404, 406, 500) – PHP Errors – MySQL Errors – Error – Establishing DB Connection |
| Plugins | Chat/Ticket/Self-Help | – Disabling Plugins – Functions not found – Identify if there is a conflict or compatibility issue |
| Themes | Chat/Ticket/Self-Help | – Set Home Page Template – Maintenance Page – My Slider isn’t sliding |
| Dashboard Issues | Call/Chat/Self-Help | – Login Page Refreshing – Can’t Login/Locked Out – WordPress Keeps Logging Me Out – Post Scheduling Not Working – Change Site URL |
| Images | Chat/Ticket/Self-Help | – Fix Common Image Issues – Troubles Uploading Images – Regenerating Thumbnails |
| Call/Chat/Self-Help | – Password Reset Emails – SMTP vs PHP Mail | |
| .htaccess | Call/Chat/Ticket/Self-Help | – Setup and re-setup of Redirects in cPanel – 500 Internal Server Error – Page download – Imagick limits |
| Hacks | Chat/Ticket/Self-Help | – Have I been hacked – Recovering from a Hack – Security Recommendations |
| Performance | Call/Chat/Ticket/Self-Help | – Heartbeat Control – Use a CDN – Search engine Crawl delay – Use only necessary plugins – Speed tests and what to look for – Using GTMetrix – Avoid using deprecated functions |
| Caching Issues | Call/Chat/Ticket/Self-Help | – Types of caching and how they differ – My Changes aren’t Showing – Clearing Cache – Enabling/Disabling Caching in wp-config.php |
Service Requests
InMotion Hosting considers Service Requests to be tasks that aren’t problems, but still require assistance from Technical Support. The chart below outlines the specific Service Requests that are covered by our Technical Support.
| Service Request | Recommended Contact Method | Troubleshooting and Applicable Support Articles |
|---|---|---|
| Installation Assistance | Self-help/Call | Installation of WordPress on hosting account |
| Plugin/Theme Installation Assistance | Self-help/Call | Installation of plugins and themes on WordPress installation (does not include customization) |
| Page/Post Creation Assistance | Self-help/Call | Help with creating pages and posts within WordPress dashboard |
| Basic Customizer Assistance | Self-help/Call | Help with basic use of customizer within WordPress dashboard (basic theme functions) |
| User Administration | Ticket | Create new users Password Resets |
| Upgrades | Self-help/Call | Update WordPress |
| Backups | Self-help/Call | Create a cPanel backup |
Out of Scope
InMotion Hosting Technical Support is always willing to help; however, there are certain issues that fall outside of the scope of our support. We will try our best to offer guidance, but the issues and requests below are considered outside of the scope of the Technical Support that we provide:
Themes
- Custom coding/development
- CSS (Sidebar/Content out of place/below each other)
Plugins
- Custom coding/development
- Advanced configuration
Site Development
- HTML/CSS/JS
- Website Design
- WordPress Multisite Configuration
Dashboard Issues
- Visual Editor White Text
- Nonce Issues
Non-Server Security Issues
Cloning of website
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