READ THIS FIRST: Welcome to the Ultimate Member support forum

Hi there and welcome to the support forum for Ultimate Member.

Firstly, thank you for using Ultimate Member. We just wanted to provide you with some info about the support we provide via this forum.

Guidelines & Expectations

We cannot guarantee support for free users – Because Ultimate Member is a popular plugin with over 200,000 active installs, we, unfortunately, cannot guarantee that we will be able to provide support to all free users of the plugin. We are only a small team and with our large user base, it is very difficult to provide support to all free users of the plugin. We will try our very best to provide support to users on this forum whenever we can.

We do not monitor this forum on a daily basis – Our priority is to provide support to paying customers of the plugin as they have paid money for our products which allow us to continue developing and supporting the plugin. Whilst we provide support to paid customers via email on a daily basis (Mon-Fri) we are only able to provide help on this forum once we have helped all of our paying customers. Because of this, you should expect it to take over a week (sometimes more) before we are able to reply to your topic on this forum.

We are all volunteers/contributors in the forum – we’re all volunteers and contributors in the forum. Not even developers( us ) are obliged to help, although we often do. If there are missing features or something is not functioning correctly, please provide greater details and steps to reproduce the issue so we can test it on our end. If a feature/functionality is not supported, you are free to submit a feature request, pull request or bug report in our public GitHub repository.

We would love to help everyone out with every problem that arises while using Ultimate Member but, as a very small company with limited support resources, we need to prioritize support for paying customers because that is what keeps the development of Ultimate Member moving forward. Whilst we will try and help you out here as quickly as we can if you require faster or more in-depth email support please consider becoming a paid customer of Ultimate Member.

We don’t support old versions – New versions have new patches especially when there are security fixes so we encourage everyone to use the latest versions. If you still want to use the older version of Ultimate Member, you can use the WP Rollback plugin to roll back to a specific version. Ensure that you’ve created a full backup of your site before you upgrade or downgrade as a restoration point.

We close topics when there’s no response within 3 days – This is our way to follow up from original posters or topic authors for them to respond in our replies. This also helps us manage the support in the free forum. You have the ability to re-open it again within 3 months as WP.org locks topics after 3 months without active response.

Before Posting a new topic

1. Search the forums and Google to see if your topic has already been started or your issue has been fixed
2. Do a search of our plugin documentation which covers many issues you may come across when using our plugin
3. Update to the latest versions of your plugins, themes and WordPress
4. Perform a conflict test – If you are not sure how to do a conflict test please see this document
5. Outline the exact steps to reproduce the issue
6. Provide links and screenshots so we can better understand the issue
7. When creating new topics, please specify the current UM version installed on their site.

Thanks

Ultimate Member Team

• This topic was modified 3 years, 8 months ago by calumallison.