Scope and Goals of the Support Period
Our primary goal is to help you learn to navigate a self-hosted site, and understand the differences between your new WordPress site and your previous blog on WordPress.com. We do this by guiding you through how to find and install plugins, helping with Jetpack, and showing you where to find assistance in the future, for example. If necessary, we can intervene directly and help with things, but our goal is to help you become comfortable doing the sorts of things that may have previously been taken care of for you on WordPress.com.
As a general rule, theme questions should definitely be directed to your theme’s developer or support team, and plugin questions are usually best directed to the developer of the plugin.
Your personal support period window begins on the day your transfer is finished, and concludes in two weeks.
Please note that we only provide support via email, and while we try to keep response times as short as possible, we maintain standard US business hours, Monday through Friday. We do not have a call center or provide phone support.
Contact Us!
You may respond directly to your Guided Transfer wrap-up email, with any questions you have. We’ll get an answer to you within one business day, though our response times are usually quicker than that.
You can also contact us here:
Tips To Help Us Help You
- If you have a question or have an issue, please provide as much detail as possible, including information on any recent changes that you’ve made, such as new plugins, themes, widgets, or code edits.
- If you’re seeing an error, include the full error message in your correspondence with us. If something looks wrong, include a screenshot (here’s how). You can also use a service like http://snag.gy/ to share your screenshot with us.
- If something is broken and you need urgent assistance, but no Guided Transfer Happiness Engineers are available, see this article, which covers the most common urgent problems and their solutions. Also note that your host’s customer support may be able to help you, so it might be worth reaching out to them.
- Double-check the What Doesn’t Transfer? documentation, to make sure that what you’re inquiring about isn’t something that doesn’t transfer from your WordPress.com site.
- Make sure Jetpack is properly connected. You can use the Jetpack Debugger to check this.
After The Support Period
After your Guided Transfer support period is over, there are still many resources out there where you can find help. We have some documentation about ongoing support options, here.
Guided Transfer Lobby 