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How do I submit a support ticket?

Last Update: March 10, 2024

Elementor Pro users have access to Premium Support from our team of professionals. 

Important
To get support, you must be connected to your Elementor account, allowing us to identify you as a Pro user. If you’re having trouble logging into your account, see Contact support if you can’t login.

Tip: Not a Pro user? You can receive help from our Help Center or the Elementor Community.

Important: Make sure to backup your website before contacting support. Learn more about backing up your Elementor hosted website. As part of opening a support ticket, you will be asked to approve the Support Access terms.

There are a number of steps you can take before submitting your support request. These steps are not mandatory, but will help us resolve your issue quickly.

  1. Make sure you use the email address associated with your account so we can identify you as an Elementor Pro user.
  2. Create a brief screencast of the issue, so we can better understand it. Loom offers a free way for you to create a narrated screencast.
  3. Make sure we have the URL of your WordPress dashboard,
  4. Send us temporary login credentials to your WordPress Dashboard, so we can take a closer look.
  5. Backup your site. During the troubleshooting process, our support team may need to disable plugins so if you have a staging site, consider cloning your live site and giving us
  6. Check to see if you can find the answer to your question in the Help Center or community forums

Contact us via a form

To submit a ticket via the My Elementor dashboard:

  1. Login to your Elementor account.
    1 How do I submit a support ticket? 1
  2. From the left side menu, click FAQ & Support.
  3. On the right side, in the Support Center card, click Find a Solution.2 How do I submit a support ticket? 3
  4. Select the type of problem you’re having, for example Technical issue.
    3 How do I submit a support ticket? 5
  5. You can try to solve the issue with the resources we provide, or click Contact Us at the bottom of the screen.
    4 How do I submit a support ticket? 7
    You’ll have the option of either opening a chat with a support rep or filling out a support ticket.
  6. Click Submit a ticket, and fill out the support form.

To submit a ticket via the WordPress dashboard (Elementor Hosting users only):

1 the support button 1 How do I submit a support ticket? 9
  1. From the top bar of the WordPress dashboard, click Support.
    Dashboard without chat How do I submit a support ticket? 11
  2. Choose Get Support from the dropdown.
    Click Lets Go How do I submit a support ticket? 13
  3. Click Let’s Go!
    Click Submit a support ticket How do I submit a support ticket? 15
    Tip
    You can enter your issue into the Tell us what’s happening field to search our database for a solution.
  4. In the lower left, click Submit a support ticket.
    A wizard will guide you through narrowing down your issue.
    From the dropdown select the subscription and issue How do I submit a support ticket? 17
  5. Use the dropdown menus to select which subscription you want to ask about and the type of issue you’re having.
    Click How do I submit a support ticket? 19
  6. Click Next.
    Fill out the questions How do I submit a support ticket? 21
  7. In the text boxes, enter a short description of the issue, where it’s occurring and give a detailed description of what is happening and what should happen.
    Click Next 2 How do I submit a support ticket? 23
  8. Click Next.
    Click Select files How do I submit a support ticket? 25
  9. Click Select files to upload your system information. For more information, see Share system information with Elementor.
  10. Create temporary credentials for Elementor so we can access your site. To learn how, see How do I issue temporary credentials to support?
    Confirm temp credentials How do I submit a support ticket? 27
  11. Confirm that you created temporary credentials for the support team.
    Click Next 3 How do I submit a support ticket? 29
  12. Click Next.
    Click Submit How do I submit a support ticket? 31
  13. Click Submit.
Tip
Try to be clear and specific when filling in the form. In addition,  attach the System Info file.

Contact us via chat

  1. Login to your Elementor account.
    image How do I submit a support ticket? 33
  2. On the My Elementor dashboard, click the support icon at the bottom right of the page.
    Note
    If you disabled cookies, you will not see the chat icon.

    image 6 How do I submit a support ticket? 35
  3. Click New Conversation.
  4. EVA, Elementor’s virtual assistant, will walk you through the process of submitting a ticket. 

Note: Remember to include the URL of the relevant site in all your communications with support. If there are issues with your server setup, we may need to access your cPanel. In these cases we will need the URL, username and password for the cPanel.

Contact support if you can’t login

For added security, Elementor uses two-factor authentication. To login you need a code that is emailed to you. If you registered with an incorrect email or changed emails after subscribing, you may have issues logging in.

When you try to login, you are prompted to enter the validation code sent to the email you registered with. 

image 11 How do I submit a support ticket? 37

If the email you registered with is no longer valid, do the following:

  1. Click Send to a different email.
  2. Click Continue to answer some security questions to prove your identity.
image 12 How do I submit a support ticket? 39

If you do not answer the questions accurately, you have the option to either Try again or Contact support.

Have more questions? We’re more than happy to assist.

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