Hey there! Let’s solve some problems together.
We’ve created helpful resources to better inform our users on what to expect, how things work, and how to solve unexpected problems. Before opening a support ticket, please review the following resources to see if any of them meet your immediate needs.
View Documentation | Plugin Initial Setup | Visit Your Account
Depending on which selection you make, the support form will ask you for certain details about your inquiry, ultimately making the support experience more efficient. Please try to use the most accurate selection.
Select whether you are experiencing problems with a specific plugin/theme, or a certain component of GravityCerts itself. If you are unsure, select "I'm not sure".
A valid license key is required for plugin support.
Compatibility details and system requirements
In general, GravityCerts is compatible with any system that can properly run WordPress itself. You can see WordPress' requirements and recommendations here. Please note, however, that with several components involved in a typical Wordpress ecosystem, staying up-to-date across all systems is highly recommended.
Like WordPress, GravityCerts supports PHP 7.0+. However, it is possible that some extensions/themes may throw warnings or errors. If you have already experienced an error on your live site, contact your host immediately to have your PHP version rolled back, then continue with our support form.
That said, we advise you to run updated versions of PHP, if possible. In doing so, your host may recommend that you perform a PHP compatibility test before updating PHP versions. When performing these tests, the compatibility tool may throw warnings for code that is no longer compatible with the latest versions of PHP. This usually happens because the aforementioned tools cannot read the context of code.
In all instances of using old or deprecated functions in our codebase, we try to wrap that code in a conditional check to make sure it only runs in the correct PHP environment. Compatibility checkers will not see that, and throw warnings anyway. You can simply look at the code referenced by the warning and see if it has a version compare conditional wrapped around it. If so, there is nothing to worry about.
If you are still unsure, feel free to continue with the support form. Be sure to provide us with the exact warnings/errors given by your compatibility checker tool.
Assistance with custom code
We cannot assist you with custom development in support.
Feel free to browse the documentation. If you still feel it is appropriate to open a support ticket for help with custom development, please keep in mind that we may not be able to provide assistance. We will certainly accept any suggestions about changes to our codebase, like filter requests or default style adjustments. But if you are trying to make a custom tweak to the functionality, it's best to hire a developer if you are not one yourself.
Follow the instructions based on your scenario
I cannot access my site after updating or activating GravityCerts.
Follow these instructions
I have access to my WordPress dashboard, but a particular page on the front-end of my site has crashed.
Follow these instructions
I've already reversed the fatal error. I just need to report what I've found.
Follow these instructions
Reporting security vulnerabilities
First, thank you for taking the time to report what you feel is a security vulnerability. We value feedback of all sorts from our community, especially from those who aim to make the ecosystem more stable for everyone involved.
Disclosing a security vulnerability is a sensitive process. We appreciate your cooperation and collaborative efforts as we work to address any issues.
Responsible disclosure
In order to ensure the safety of our users and provide a timely solution when necessary, we ask that you consider the following guidelines:
- Describe the vulnerability in detail. Let us know the precise steps to reproduce the vulnerability and whether or not you have an observable example.
- Avoid live examples of the vulnerability where possible. If it can be reproduced locally, or on a protected server, please do so there.
- Allow us reasonable time to dissect and address the vulnerability before public disclosure.
Qualifying vulnerabilities
Typically, the following types of vulnerabilities should be reported:
- Cross Site Scripting (XSS)
- Cross Site Request Forgery (CSRF)
- Server Side Request Forgery (SSRF)
- Remote Code Execution (RCE)
- SQL Injection (SQLi)
If the type of vulnerability you are reporting is included above, or you believe that it should be, please proceed, keeping our responsible disclosure guidelines in mind. Thank you!
This selection is specific to your account with gravitycerts.com. If you are having account or billing issues with your customers, please select Technical Issues above.
Recurring subscription payments
If you recently received a charge for the GravityCerts plugin and you were not expecting this charge, there's a chance that you just paid a subscription renewal.
As indicated before and after all purchases on our site, purchases are annual subscriptions that will renew on your anniversary date, unless you choose to cancel you subscription.
At any time during a subscription term, you can log into your account and manage your subscriptions, including canceling them so they will not renew.
Visit Your Account
How to request a refund
We firmly believe in and stand behind our products 100%, but we understand that it cannot work perfectly for everyone all of the time. We are more than happy to provide a complete refund within 30 days of your original purchase.
Before asking for a refund, please allow us to try and resolve any difficulties you are experiencing by clicking Technical Issues above and opening a support ticket describing the problem.
If you still feel that you must request a refund, please be sure to read our terms before proceeding.
Terms and Conditions
How to cancel a subscription
You are free to cancel a subscription at any time. All you need to do is visit your account and you can manage your subscriptions by going to the Subscriptions tab.
Cancelling a subscription will prevent automatic renewal payments from processing. However, associated license keys will remain valid until their expiration dates.
Visit Account Page
How to manage license key URLs
All GravityCerts license keys have the ability to track which sites they are being used on. Depending on which license level you purchased, your license may work on one site, up to three sites, or up to ten sites.
Typically, activating and deactivating your license on your site is enough to attach or detach a specific site URL. However, there are times when this needs to be done manually. At any time, you can manage this by going to your account page, navigating to the Licenses Keys tab, and clicking on Manage Sites for any license.
Manage My Licenses
If you activate your license on domains with the following formats, we will attempt to prevent that activation from counting against your uses:
- dev.domain.com
- staging.domain.com
- domain.dev
- domain.local
Depending on server configuration, even using the above subdomains and top level domains will still result in license uses. If this occurs, simply contact us and request to have your development domain name whitelisted to avoid complications.
Transfer license keys
Generally, a plugin purchase not only issues a license, but it also starts an annual subscription. Because subscriptions are tied to personal financial information, these types of purchases cannot be transferred between users.
If your developer purchased a license that you now maintain, or you are a developer looking to transfer your license to a client, it's best to have the license/subscription owner cancel the current subscription, which will leave the license key valid until its expiration date. The owner of the site can continue to use the license until it expires. At that point, he or she can then purchase a new license/subscription.
While this is not an actual transfer, it allows both parties to get the most use out of a purchased license. If you would like to go ahead and cancel a current subscription, you can do so on your account page.
Manage My Subscriptions
How to get new download links
As long as your license is valid for a plugin, you can log into your account at any time and get a fresh download link for your purchase.
Be sure to log in using the email address you purchased the plugin with. If you do not remember your password, you can use the Lost Password link to reset your password using the same purchase email.
Visit Account Page
How to generate an invoice
At any time, you can generate your own invoice for a past purchase. All you need to do is visit the account page and click the "Generate Invoice" link that corresponds with the appropriate purchase.
If you need to create an account first, make sure you register with the same email address that you used to make the previous purchase(s).
Visit Account Page
Account Management
If you have ever purchased your plugin from GravityCerts, even if it was free, you should already have a user account on our site. The email address used to make your purchase can be used as your username. Your password was emailed to you.
At any time, you can log into your account to see your purchases, your license keys, your subscriptions, and more. You can also do things like update your payment method for subscriptions, cancel subscriptions, or even upgrade your purchases to something that better fits your needs.
Visit Account Page
Perhaps you're looking for the answer to a frequently asked question. Skim the list of options below for quick information. You may still ask your unique question if necessary.
GravityCerts pricing
GravityCerts is a subscription based WordPress plugin.
See Pricing Details
Free trials
We do not offer trial versions of our plugin, but we do have a 30 day money-back guarantee, allowing you to purchase the plugin risk free.
You have up to 30 days after purchasing to determine if the plugin is right for you. If you determine it does not suit your needs, you may request a refund at any time within the first 30 days after purchase.
See Pricing Details
Theme compatibility with GravityCerts
GravityCerts is designed to work with any WordPress theme.
If you find that GravityCerts is incompatible with the theme you are using please visit Technical Issues above.
General Questions
GravityCerts is an easy-to-use plugin that takes very little time to configure your forms to post into your NowCerts AMS. Here's a few tips:
All purchases are annual subscriptions that will automatically renew every year. At any time, you may cancel a subscription which will prevent it from renewing. However, the license key you were given along with your purchase will remain valid until its original expiration date. So you may cancel a subscription and continue to receive support and updates for the entire year period. See our terms & conditions for more information.
You may also browse our documentation for a deeper understanding of GravityCerts.
View Documentation
