support · docs first, then email
Getting help
Most tracking problems have a known cause, and the documentation names them. Start there — it is faster than waiting for a reply. If it does not cover your case, write to us and we will answer within 2 business days.
start here
The three places most answers live
Every article says plainly what it can and cannot confirm, so you will know whether you have found your answer or only something adjacent to it.
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Getting started
Installing, connecting Meta, Google or TikTok, and verifying your first event.
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Troubleshooting
Purchases missing after PayPal, “processed vs deduplicated”, cache plugins, token errors.
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Account and billing
Licence activation, invoices and VAT, renewals, cancellation and refunds.
7 sections, searchable from the documentation page.
Write to us
We answer within 2 business days. There is no contact form and no ticket portal — a plain email reaches a person, and you keep a copy of what you sent.
What to include
- The site address, and which platform is affected.
- What you expected to see, and what you saw instead.
- The event name and, if you have it, the event ID from the plugin log.
- Whether it happens for logged-out visitors as well as for you.
Please do not send
- Access tokens, API secrets or passwords. We never need them.
- Customer personal data. A hashed value or an order number is enough.
- WordPress admin logins. If we ever need access, we will say why first.
billing
Licences, invoices and refunds
Purchases are handled by Freemius, which is the merchant of record: invoices and EU VAT come from them. There is a 14-day money-back guarantee.
The full terms, including how to ask for a refund, are on the refund policy page.
Not sure whether it is broken?
The free Tracking Checker reads your public pages and reports what is actually on them. It is often the fastest way to answer the question before you write.