Customer support form

If you have a support query you may first wish to check our FAQs where your question may have been answered before. This support form is for UpdraftPlus Premium customers only. Most customers receive a reply within 24 hours. If you have the free version of UpdraftPlus you can get help by visiting the WordPress forums.

Note: It’s presently Sunday (in our timezone). So please be patient with us, because we will catch up as fast as we can on Monday morning!

Support request

Your name: *

Please enter the same name you used when you purchased

Order number for your purchase *

This is your four/five/six-digit order number from UpdraftPlus, - not your PayPal transaction ID. This needs to be an order from the last 12 months. Need help to find your order number?

What kind of support request is this?

Making feature requests

Please post all feature requests in the forum at the following link. All feature requests are read by the Updraft team, and used to assess priorities – but you should not expect a direct response to your post.

Releasing / re-cycling licences

To learn how to release / re-cycle a licence, please see this FAQ. Or, go directly to your account page to release your licences.

What was your purchase?

What you enter here will be verified

URL

The address of your website (should begin with http:// or https://)

Pornographic, obscene or otherwise offensive audio or visual content?

The URL I entered contains potentially offensive imagery or audio

Please check this box if the URL (if any) you entered has pornographic, obscene or otherwise potentially offensive imagery or audio on. If you are in doubt, then please explain as part of your description.

Email *

Please enter your email address

Phone or Skype

This is only relevant if you specifically purchased phone or Skype support - otherwise, please leave blank.

Version of the plugin that you are running

You can find the version number (please do enter this in full) on your WordPress dashboard's "Plugins" page. If you are not running the latest version, then we will almost certainly recommend updating as the next step - you might have a problem that was already fixed.

Please describe your problem *

Please add all relevant details, including the steps you have taken and the text of any error messages that have shown. If you have any screenshots or log files, then please upload them below.

File Upload

Please enter any and all relevant files (whether log files or screenshots, etc.). Only log files, PDF, zip files and png/gif/jpg graphic files are accepted here. If your problem is related to backing up, then please do attach the log file (click the "Download most recently modified log file" link at the top of the UpdraftPlus page). If your problem is with restoring, then there should be a link to the log file at the top of the restoration page; otherwise, you can find it by using FTP to go to wp-content/updraft.

I confirm that I accept the terms and conditions *

I accept

Read the terms and conditions here

Data processing information and consent

Follow this link to see information our data processing agreements in accordance with the EU’s General Data Protection Regulation (GDPR) law.