Support Warning

  • Just a quick heads up to anyone evaluating/considering the Astra theme…

    I like the theme. But Astra’s approach to “support” relies heavily on “grant us administrator access to your site so we can figure out what’s wrong”.

    Personally I think that’s absolutely nuts. Interestingly, the folks at WP I asked about the approach also took a dim view of it. But since I’m a paying Astra customer it’s outside the WP org’s purview (that’s fine, I’m not looking for WP to support me on this).

    If you’re okay with getting “support” on a theme that way, rock on. If it’s an absolute no-no better look for another theme. And if you’re like me — liking the theme but intensely disliking their approach to support — just remember that the theme, in practice, comes without support.

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  • I sometimes look at asked questions and answers to them. If the solution is obvious, then it will be published without any request for access to the admin panel. Great tech support. I received answers in a short time to all the questions I asked.

    Hello @markolbert,

    Thank you for sharing your thoughts!

    I’d like to mention that we do not always ask for credentials. There are some things that can get resolved simply by providing article links or basic DIY steps.

    However, sometimes it becomes hard for us to understand where things come from and this is where we need credentials just to make sure we identify the cause and help you faster.

    Nonetheless, we understand the user point of view and haven’t made this mandatory. If one does not wish to share the website credentials, we’ll still try our best to help him out. ??

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