Support for plugins sold and distributed by BUDDYBOSS, LLC is only available for those who have an active, paid support license.

Support, updates, and plugin downloads are granted for one year after the original purchase based on the license that you have purchased. After one year is completed, the purchaser must renew their license in order to continue receiving support, updates, and access to download plugin files for the items purchased.

Support for BuddyBoss products is provided as long as BuddyBoss is actively in development. Should any one of the following occur, BUDDYBOSS, LLC will no longer be responsible for providing support for BuddyBoss:

  1. BuddyBoss is no longer actively developed as a viable product under BUDDYBOSS, LLC.
  2. BuddyBoss or the parent company is purchased or bought out by another company.
  3. WordPress is no longer actively developed.

While we attempt to provide the best support possible for our plugins, we do not guarantee that any particular support query can or will be answered to the extent that the inquirer is completely satisfied.

Who can access the support team?

Only a license holder is permitted to request support or access support resources. If any attempt is made by another party other than the license holder to access support in a manner not specified, we reserve the right to suspend indefinitely the license key without notice or consent.

Re-posting content from any portion of this site, including support helpcenter and documentation materials, is strictly prohibited. If any attempt is made to re-post content in a manner specified above, we reserve the right to suspend indefinitely the license key without notice or consent.

Support Channels

Your first step at getting guidance on a specific product is to check our BuddyBoss documentation.

Direct support is only provided via our Support Form. Currently, we do not provide support via any other channel (including X, Facebook, YouTube or over the phone).

Although you may find information about our products in forums and articles, please be aware that we do not moderate those. Our team can only assist you via our Help Center or Support Form.

When submitting your support request, please be aware of what is included as part of our support service and what is not.

BuddyBoss Support includes assistance with the installation, configuration and use of our products and plugins. Only our products are supported. 

What is not included in our support service

  • Support for products and plugins from third parties
  • Fixing issues related to integrations with other third party software that are not mentioned on our product pages, as supported official/core integrations
  • General BuddyPress Support. We do not provide support for issues that are not closely related to our products. Please use the BuddyPress support forum for general BuddyPress related issues.
  • General WordPress Support. Please use the WordPress support forums for general WordPress issues.
  • Customizations and modifications to code, whether Javascript, HTML or PHP (including, but not limited to color changes, image changes etc…)
  • Adding new features to our products, or extending the existing features.

In our mission to provide the best possible support, we must have some limitations to allow our support team to provide the best service. Providing assistance with customizations and modifications can take up extra time from our support agents, which can hurt their ability to respond to another customer with a valid issue, in a timely manner. And that customer can sometimes be you.

For technical support, the BuddyBoss team is available Monday through Friday, 9:00 AM – 5:00 PM ET. We’ll keep you updated on your submitted tickets and are dedicated to a fast turnaround for all tasks.

However, please note that tickets that:

  • require bugs to be investigated,
  • require additional troubleshooting due to specific setup/hosting environment
  • or require additional development from our Product Team

will attain the escalation and will require a greater turnaround time. In these cases customers will be provided a tentative timeline (where possible) on their support requests and regular updates when the status of their ticket changes.

Troubleshooting issues on a customer’s website

In certain circumstances, we may need to login to your site and troubleshoot an issue you have reported. We ask that you ensure you have a proper backup of your site when providing us with access to your server. 

We also ask that you always change your password information or remove access, after we’ve helped you with the task. While our team takes all the necessary precautions when working on your server, BuddyBoss does not accept any responsibility for any damage, or loss of data caused as a result of our team working on your server.

Bug Fixing

When a product bug is reported to us, we commit to fixing the issue as soon as possible. 

For smaller issues in our themes & plugins, and when possible, we try to provide a solution via our support team as a temporary fix while we’re waiting for a new public product update.

A bug is only valid when it is an issue with the set of features we advertise about our product. A new feature request or a new integration will not be considered as a bug.

Customizations and Modifications

Customizing our products for your specific project requirements is not included as part of the support we provide. Our products are sold as described in their respective product pages and other supporting documents on our website.

Anything that changes the look and feel or the functional aspects of a product is considered a customization.

While we do try to provide you with as much guidance as possible, you are responsible for any additional customizations as required by your project.

We do provide Done For You services, and custom development through our Agency. 

Our agency provides a wide range of services and can assist with your custom development needs. We work on custom projects, hourly retainers, provide specialized staff to help expand your team, and we partner with other agencies to provide WordPress and BuddyBoss specialized development services. You can contact our agency if you need help with your project.

About this Support Policy

Our Support Policy outlines the expectations you can have from our support service.

By using our site and purchasing our products, you consent to our Support Policy.

If you do not agree with our Support Policy, or have questions, please contact us before using our website and purchasing our products.

Last updated on April 29, 2025.