Contacting GPL Vault Support
How to Reach Us: To get in touch with GPL Vault’s support team, simply click on the ‘beacon’ located at the bottom right-hand corner of your screen.
Troubleshooting: If the ‘beacon’ isn’t visible, ensure you’re logged into your GPL Vault account. Additionally, browser extensions like ad-blockers might interfere with the beacon’s visibility, so consider disabling them temporarily.
- Exclusive Support: Our support services are exclusively for our paid subscribers. Ensure you’re logged into your account before submitting a ticket to guarantee a response.
- One Ticket, One Issue: Please submit only one ticket for each specific issue. We process tickets chronologically. If you update or “bump” your ticket, it might be pushed to the end of our queue, causing further delays.
- Response Time: Our standard response time is between 24-48 hours. However, during weekends, public holidays, and especially due to issues like Covid-19, our response might take longer than usual. We appreciate your patience and understanding during these times.
- Ticket Details: When submitting a ticket, please provide as much detail as possible about your issue, including any error messages, screenshots, or steps to reproduce the problem. This helps us diagnose and resolve your issue faster.
At GPL Vault, your privacy is paramount to us.
Support System: We utilize Help Scout to manage and streamline our support inquiries. This ensures that your queries are addressed efficiently and securely.
No Marketing Use: Rest assured, any information you submit through our support system will not be used for marketing purposes or shared with third parties for such activities.
Thank you for trusting GPL Vault.
Regarding Plugin or Theme Update Notifications:
We understand the importance of keeping plugins and themes up-to-date for the smooth functioning of your website. However, we’d like to clarify a few points:
- We’re Aware: We often receive tickets from our valued members notifying us about plugin or theme updates. While we genuinely appreciate your proactive approach, rest assured that we are usually already aware of these updates.
- Update Timeline: Our goal is to update all plugins and themes within a 48-hour window. However, given that we operate as a re-seller, there might occasionally be slight delays in making the latest versions available on our platform.
- Patience is Appreciated: We understand the eagerness to have the latest versions, but we kindly request your patience. Our team works diligently to ensure that updates are rolled out as swiftly as possible.
- Safety First: Before releasing any update, we ensure it’s stable and free from any issues. This quality check might sometimes add to the delay, but it’s crucial to ensure that you receive a version that’s safe and compatible.
Stay Connected with GPL Vault on Social Media!
Feel free to follow us on our social media platforms to stay updated with our latest news, updates, and offerings.
However, please note, for your privacy and security, we cannot provide account-specific support or address personal inquiries on these channels. For any account-related issues or support needs, please use our official support system