One inbox, a real answer within two business days.

Before you write, the docs answer most setup questions, and the Troubleshooting page lists common symptoms and fixes.

Response times

We reply within two business days (Monday to Friday, US Eastern time, excluding US public holidays). Most replies come sooner. A reply is a real answer or a specific question back, not an acknowledgement.

If your store cannot take decorated orders at all (the designer does not load, or add to cart fails for every customer), put "Store down" at the start of the subject line. Those are read first.

What support covers

With an active licence:

• Installing, activating and updating StitchPress.
• Setting up templates, decoration areas, palettes, fonts, pricing, proofs, emails and the Job Jacket.
• Explaining how a price, a setup fee or a proof status was worked out.
• Bugs in StitchPress, on the supported versions: WordPress 6.9 or later, WooCommerce 10.9 or later up to the version named in "WC tested up to", PHP 7.4 to 8.4.
• Finding out whether a problem comes from StitchPress or from another plugin or the theme.

What support does not cover

• Custom development, custom skins or changes to how StitchPress works for one shop.
• Fixing another plugin, a theme or the hosting setup. We will tell you what we found so you can take it to that vendor.
• Digitizing artwork, preparing screens, or choosing thread and ink.
• Font licensing. You confirm your rights to each font you upload; we cannot advise on a font's licence.
• Sites running a version older than the current release, beyond the advice to update.

When a licence expires, StitchPress keeps working. Support and updates resume when you renew.

How to report a bug

Send these, and we can usually reproduce it on the first try:

1. The system status report. Go to StitchPress › System status and use the copy button. Paste the text into your email. It lists your WordPress, WooCommerce and PHP versions, HPOS mode, upload folder and scheduled task checks, and known conflicts. It holds no customer data.
2. What you did, what you expected, what happened. Step by step, with the product page address.
3. The log, if there is one. Turn on debug logging in StitchPress › StitchPress settings › Advanced, repeat the problem, then open WooCommerce › Status › Logs and pick the source stitchpress. StitchPress keeps email addresses out of its logs; check before you paste anyway.
4. A screenshot of what the customer or the staff member saw, when it is about the screen.

Do not send passwords or admin logins by email. If we need access to reproduce something, we will ask, and we will agree a safe way first.

Security issues

If you find a security problem, email support@stitchpress.io with "Security" in the subject and do not post it publicly. We acknowledge security reports within two business days and tell you when a fix ships.

Refunds

You can ask for a full refund within 14 days of purchase, for any reason. Email support with your order number. The refund goes back to the original payment method through our payment provider, Freemius. After a refund the licence key stops receiving updates.

Renewals follow the same rule: 14 days from the renewal charge.

Feature requests

Send them to the same address. We read every one. StitchPress stays focused on decoration orders that a shop can produce, so requests for a freeform canvas, all-over print or a clip-art library will get an honest no.

Channels

Email only, at launch. No phone, no chat, no screen-share. One inbox is all one person can answer well, and a promise kept beats a faster one missed. This will be revisited after the first 30 days of tickets.