WPfix Support FAQs

Service Questions

Our Unlimited and Premium plans include unlimited website support. This is not a trick or a joke. We act fairly and we believe our customers act fairly too. We will let you know if we think you’re sending an unreasonable number of tasks (in practice we’ve never needed to tell anyone this). You’ll also be surprised what kinds of work we can get done within your unlimited support. If you’re unsure if your task fits within one of our plans then please reach out and ask our friendly team.

At the moment we are 100% focused on helping those with WordPress websites of all shapes and sizes including personal websites, small business websites, large scale websites, membership and WooCommerce/eCommerce. Our team has over a decade of programming experience working on and integrating with all types of WordPress sites.

All work, services and communication is delivered via our online platform as well as to the email address you used to sign up with. If you wish to contact us at any time during the month you can login to your account and submit a new support request or email us at support [at] wpfix.my all work, services and communication is delivered via our online platform as well as to the email address you used to sign up with. If you wish to contact us at any time during the month you can login to your account and submit a new support request or email us at support [at] wpfix.my

During sign up we will ask you to provide administrator access to your website and website hosting (sometimes called your cPanel). These details are required so we can work on your website. We take security very seriously and we encrypt all login details the moment before they touch our server and then delete your login details from our server once we move them to our secure and encrypted internal password system. In short this means we’ve tried to make it as safe as we can to provide your login details to us. We can also accept login details over the phone if you prefer, just contact us to let us know if you wish to do this at support [at] wpfix.my

We complete all work as fast as we can. On average we get work done in less than 1 day. If you request work over the weekend we’ll complete it on Monday unless we can see it is urgent.

We are a team headquartered in Kota Kinabalu, Sabah. Our team of website experts have over a decade of experience focused on website development. We have worked on hundreds of websites and have seen almost all types of configurations big and small, from eCommerce sites with 10,000+ products to local business websites and everything between.

Yes! You can sign up and try our service for 7 days and if you aren’t getting value from the service we’ll refund your payment, no questions asked. There are no lock in contracts and all of our plans are month to month, which means you can cancel any time before the start of your next billing cycle and we wont charge you for that next cycle. We also have no hidden fees or overages.

Yes! We can help with larger projects and redesigns. We generally suggest you start off by purchasing one of our plans and contacting us about your needs. After we have had a chat about your needs you can upgrade your plan or purchase extra support in blocks at discounted prices to complete your project. Any unused time will remain on your account and can be used for up to 3 months after your project is completed for any extra work, small fixes or support you need.

You can change plans or request to cancel any time. There are no lock in contracts and all of our plans are month to month, which means you can cancel any time before the start of your next billing cycle and we wont charge you for that next cycle. We also have no hidden fees or overages. You can see a list of everything that is included in each plan on our pricing page.

While we can offer support for sites that have been hacked, we’d suggest checking out a company that offers WordPress security support like Sucuri. They focus specifically on this type of issue, and maintain tools and knowledge that makes them much more informed and quick to react than we can in these cases.

We’d like to help you avoid getting hacked in the first place by having a security plan in place, as well as proactive support, like daily backups of your site to protect you against data loss.

We focus on small fixes, not full site or plugin builds. If you want to see if we can help you, fill out a one-time support request, and we’ll get back to you ASAP.

In regards to performing maintenance, we highly suggest having backups (which we’ll help you make), and a staging area (which we can help with on specific hosts, such as SiteGround or WP Engine).

In regards to billing, we bill each site that we maintain together in a multisite if you have a professional plan or higher. We don’t support multisite on personal plans, as they can get complex and large, and each site could stand alone in many cases.

Contact us if you’d like to setup a custom plan. We’re flexible!

In short: yes.

A bit more detailed: There are some good hosts and some bad hosts out there. We have a few that we recommend for our users, including SiteGround and WPX. There are a lot of great hosts out there, but there are some not as great ones too.

Look for a host that specializes in WordPress (there are a lot out there these days), and don’t let cost be your only consideration. A USD$10 or higher plan with a good host is not much more than a USD$4 or less plan with a poor host, and the cost difference is negligible when it comes to your business.

Support Questions

We focus on tasks that can be completed within the time limits set by your account level. We aren’t overbearing in how we track, but we also want to offer – and expect – fairness in return.

The types of tasks that we can handle are installing and setting up plugins, fixing style issues, and offering support on how to find and setup new features your website.

If a task will take too long, we’ll tell you in advance so that we can work something out. If a task goes over because of a mistake on our end, you won’t be penalized.

We’ve created a handy list of some of the maintenance tasks supported in our plans. The list isn’t exhaustive, and if you want to confirm that you’ll be covered, contact us with your needs, and we’ll make it work for you.

We try to respond to all requests in a timely manner, generally the same day. We’re located in +0800 GST time zone, and nights and weekends we’ll be a bit slower on requests.

That said, we prioritize urgency of requests, and if you have a major issue like a site outage, we’ll do our best to handle that right away.

Within reason, you can expect a same business day response to your support questions. If we need more information we’ll follow up with you to determine what it’ll take to get your questions resolved.

This is something that we try very hard to avoid. All sites are backed up before we manually do any updates, and if your host supports it, a staging version is made as well to test all updates.

If your site breaks due to an update, we’ll first restore a backup to ensure that your customers can still access your site. We’ll then assess the issue and determine why it broke and what it will take to fix. If it was our fault, we’ll fix it for free. If it was a faulty plugin or theme interaction, we’ll determine if it’s an issue that we’re best suited to handle for you.

WordPress and some updates also offer automatic updates. This is often good, especially for security, but would be handled the same way: we’ll determine what it takes to fix and reach out to you before we do anything to your site.

We get this question quite frequently, but unfortunately, there are no good answers to this question as it stands. Sure, there are plugins in specific categories that shine above others, but each case is unique. Do you want a free one or are you willing to pay for one? Do you have a specific need that you’ve not found a match for?

Send us a support ticket if you have questions about a specific plugin.

Payment Questions

Yes, we offer a 100% refund in the first thirty days of any plan if you are dissatisfied with your service. Please reach out to us with any issues that you have, and we will work to make it right.

After the first thirty days, we pro-rate based on the remaining number of days in your plan.

We accept PayPal and Credit Card for payments. Both of these occur offsite, and we do not retain any of your billing or credit card information on site. We transmit information securely and do our best to ensure that we treat your information fairly and securely.

Of course! You can upgrade or downgrade your account at any time. Note that for annual plans we pro-rate any refunds, and do not allow swapping from annual to monthly plans in the first two months.

We accept all major credit cards, including Mastercard, Visa, American Express, and Discover. We also accept PayPal. We currently do not accept check or cash payments via the site, but can do so on a case-by-case basis as needed.

Your card will be auto-charged at the start of each month of service, but you can cancel your account at any time. A service month is based on when you sign up for service, not on the first calendar day of the month.

General Questions

Yes, we can support more than one site. If you’re going to have us manage multiple sites, contact us first so we can work out a plan with you. If you think you may want to have us handle more sites later but just start with one, that’s ok too! We can grow with your business over time.

Yes, we offer bulk discounts if you want to manage several sites. We also support agencies, and would love to chat with you about how we can serve your clients!

Not yet, but it’s on the roadmap. If you want to become a FixUpFox affiliate, contact us today.

We do offer commissions for referrals. Fill out our affiliate form if you’ve made a referral.

We do offer white label service. If you have a specific request relating to white-labeling or something else that we can do for you, contact us today.