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TroubleshootingContacting support

Contacting support

When the docs don’t cover your case or the fix isn’t working, reach out. Support is real people; the better the information you give us, the faster we can help.

Where to reach us

  • Email: support@structurawp.com. Replies typically within one business day.
  • Public support hub: at structurawp.com/support . Quick contact form, no account required — useful before you’ve signed up or if you can’t sign in.
  • Portal contact form: at app.structurawp.com  → your avatar → Help → Contact support. The form attaches your account context automatically, which makes diagnosis faster.
  • Docs feedback: if something on this documentation site is wrong, outdated, or missing, mention the page URL in your email — we’ll fix it and credit the tip.

What to include

A helpful support request usually has all of these:

Your Structura account. The email address on your portal account. We need this to find you.

Your site. The WordPress site URL where the problem is happening (if the problem is site-specific).

What you expected. “I expected the Thursday run of campaign ‘How-to guides’ to publish a post at ~9am UTC.”

What actually happened. “No post was published. The Active Queue card on the dashboard shows the campaign as ‘Idle.’”

What you’ve already tried. “I checked the logs and saw a TASK_RUNNER warning that said ‘no topics available.’ I added three new target keywords to the campaign but the next run still didn’t fire.”

Relevant log excerpts. Copy the log entries that look relevant. Timestamps help us find our cloud-side view of the same events.

Screenshots. Especially useful for UI problems — “this button does nothing when I click it.” Include the full browser window, not just the button.

Browser and OS. For portal or wp-admin UI bugs.

WordPress version, PHP version, and plugin version. For plugin-side bugs. Find these under Tools → Site Health → Info in WordPress.

What we might ask for

To speed up diagnosis we sometimes ask for:

  • Full log export. On the System Logs page, click Export CSV (if available) or copy the relevant page of entries.
  • Temporary admin access to your WordPress or Structura portal account. We only request this for cases that we genuinely can’t reproduce otherwise, and we always recommend creating a short-lived account for us rather than sharing your main credentials.
  • A reproduction. For bugs you can trigger on demand, the exact steps help us fix them.

Security and privacy

  • Don’t paste API keys (OpenAI, Gemini, Anthropic) or Stripe card details in support messages. Redact them. We never need the key value itself to help.
  • Don’t paste webhook URLs in public channels. If you have to share one for troubleshooting, use email and we’ll rotate it afterwards.
  • We store support conversations per our privacy policy (privacy ).

What support can and can’t do

Can:

  • Look up your account, subscription, and activations.
  • Reset your password (with identity verification).
  • Inspect our cloud logs for a specific campaign run.
  • Correct billing errors, issue refunds where appropriate.
  • Help diagnose plugin-side issues on your WordPress.
  • Pass structured feedback to engineering / product.

Can’t:

  • Log into your WordPress admin without you giving us credentials.
  • Fix issues caused by unrelated third-party plugins (we’ll point you at the likely culprit, but fixing it is on the author).
  • Make money-back guarantees outside published policy — though we escalate judgement-call cases internally.

Before you email

Have you checked:

These catch a large share of “stuck” situations.

If your issue is a feature request

We want those too — just send them. Include:

  • The use case (what you’re trying to do).
  • Why the current product falls short.
  • A sketch of what you’d like to exist.

We can’t commit to timelines, but good requests do move up the queue.

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