General FAQs
This is the place to go for all your questions about Acsell Plugins. This page was created as a resource to help answer the information needed when purchasing, installing, making changes and getting support.
To purchase one of our Plugins – buy now.
Once you have paid, you will typically receive the files for our Plugin within a few minutes, however, please allow for up to one hour. You should also check your junk folder if you cannot see the email.
Visit our help files for instructions on how to install our Plugins.
We ask that you take a moment to check our help files for answers to your questions as this is the quickest and easiest way for you to get the answers you are looking for.
If you cannot find the answer to your questions, you can raise a ticket here.
All questions must be raised through our support centre and we cannot accept any support requests through any other channels.
We only support the products sold by Acsell, when there is an active subscription held by the customer.
Our support service includes: Plugin installation, Configuration, General use, Advice and Guidance on how to use, Licencing, Refund requests, Account and invoicing.
We are able to support up to three people within an organisation for each plugin.
We recognise the importance to respond quickly and will aim to have an initial response within 24 hours of a ticket being created. If your ticket has not been answered within 24 hours please be patient and we will respond as soon as we can.
For instructions on this please visit our help files.
To cancel your subscription please log into your account and select cancel.
Within 30 days of purchase, you can request a full refund. Please raise a ticket through our support centre.
Typically within 10 business days from your claim.
We will fix bugs as quickly as possible, focusing on the highest impacting bugs. This means we’ll prioritise on severity and volume of field reports.
If you have a compatibility issue, please look for a solution in our support centre and if you cannot find one, please raise a support ticket.
You can give feedback through our selling platform.
For the core WooCommerce and WordPress installations, we follow the same approach as WooCommerce and offer support on the ‘latest minus two versions’.
Unfortunately, we cannot give an exact timeline on bug fixes but will do our best to fix all bugs as quickly as possible.
Please visit our terms of service to see your rights and how to request that your data is erased.