Scope of Support

Get the support you need for using Jetpack products.

We provide priority support to customers with paid plans and services. If we’re unable to help, we will try to point you in a direction where you can find appropriate assistance.

Our products are designed for use with most WordPress sites. If you’re not sure our products are suitable for your site, please reach out to us! We are happy to help you decide if our products are right for you.

We do all our support over email. We have found that email is the most efficient way to solve most Jetpack problems, rather than telephone or live chat. Jetpack primarily provides support in English. If you contact us in a different language, we’ll translate your message and will reply in English.

What Jetpack support covers

We provide support for our products, including Jetpack, VaultPress, and Akismet. We cannot advise on plugins or services that we do not own. Support includes, but is not necessarily limited to: assistance with installation, standard configuration, and use. We also encourage you to read our support documentation for Jetpack, VaultPress, and Akismet. You may find your question already answered there!

We can provide support for sites running Jetpack and WordPress’ minimum supported versions, typically two releases prior to the current version. To check if your website is running supported versions, check your dashboard and plugins page in WP Admin.

How we support you

During our troubleshooting process, we may ask you to disable third-party plugins, or temporarily switch to one of the default WordPress themes. This is to help rule out conflicts with Jetpack and other plugins or theme. If we find that the issue isn’t related to Jetpack or one of our other products, we can often direct you to the best place to get the issue resolved.

For some troubleshooting, there may be situations where we ask permission to log into your WordPress site. However, we’re unable to log into accounts or platforms other than your WP Admin. This includes, but is not limited to: hosting accounts, domain registrar accounts, and cPanel.

What Jetpack support cannot help with

We are not able to assist with issues related to your web server or host, such as: website optimization, .htaccess rules, site speed or performance, DNS, email delivery or receipt issues, errors not related to our products, SSL certificate and/or HTTPS implementation, firewall setup, crashed / unresponsive sites, or customizations to Jetpack’s code, beyond what is provided in our public support documentation.

Known conflicts with Jetpack can be found here, though these may be subject to change, as the WordPress ecosystem is ever-evolving.

VaultPress and Jetpack Backup: Backups and Restores

We can help you install, connect, and configure VaultPress, and advise on best practices. We can also help you begin a restore and investigate failed backups and restores. In some situations, we may ask you to provide FTP, SFTP, or SSH credentials so we may access your server (with your explicit permission). You are not required to give us these credentials, but we may not be able to troubleshoot some issues without this permitted access.

We’re unable to configure, troubleshoot, or fix your server configuration, firewalls, or database issues that may interfere with a successful backup or restore. Assistance with manual restores is also outside the scope of support we can offer.

VaultPress and Jetpack: malware scanning and security fixes

We can help you understand security threats reported by our security scanner. When a threat is detected, we offer a one-click fix for most problems. In some cases that is not available, in which case we suggest following this guide to cleaning a hacked site.

VaultPress and Jetpack are not intended to be a service to clean up already hacked or malware-infected sites. While we can sometimes fix some hacked files after purchase, we do rely on the site not being infected at the time of purchase and having a clean version to compare any changed files to.

Akismet spam protection

We can advise on how to install, activate, and register the Akismet plugin with your API key. We can also advise if you or a user on your site is improperly being flagged by Akismet as spam.

We are unable to help configure Akismet for integration with third-party plugins and platforms, and we cannot advise on code customization. We do have public, developer-level documentation, which is provided as-is.

Some specifics about customization

A customization is anything that changes the way Jetpack, Jetpack Backup, VaultPress, or Akismet looks or functions. While we can help you configure our products within the intended capability and function of each plugin, we do not assist with the customization of our products, nor can we help troubleshoot custom code, or officially endorse third-party customization solutions.

There are many resources available on the web if you would like to hire a WordPress developer or designer.

We provide some customization snippets in our documentation: for example, customizing Related Posts. We strongly recommend backing up your site before implementing any custom code. For those comfortable working with code, we offer Jetpack Developer Documentation. These tutorials and documentation are meant as guidance, but we will most likely not be able to advise beyond what is presented in the guides.

We are not able to assist with cosmetic changes to your site. This includes, but is not limited to: theme design or advice, custom CSS code, menu structure, and color or font changes. For themes included with Jetpack, each theme has detailed documentation on WordPress.com, and we can provide general answers to basic configuration questions related to this documentation.

Support channels and reporting issues

When contacting us, please:

Provide a detailed description of what is going wrong, including any error messages you see.
Expedite getting support by providing us with screenshots and detailed steps to reproduce the problem.

You can also browse known issues in the public Jetpack repository on GitHub. Your problem may have already been identified! If you’ve discovered something new, please feel free to create a new issue.

How to write a great GitHub issue

For enhancement requests, please be specific about what you’d like to see and why it would help your site succeed.

A note on the Classic Editor

The Classic Editor has been gradually phased out in the entire WordPress ecosystem in favour of the Block Editor (a quick history about it is here). Consequently, the Classic Editor is more likely to conflict with plugins and themes, including our products.

In light of this, we highly recommend users to switch to Block Editor. As Jetpack, we provide very limited support to sites with Classic Editor.