The WP SmartPay support team is available to help with plugin configuration, payment gateway issues, and Pro feature questions. This article explains how to reach support and what information to include to get the fastest possible resolution.

Support Ticket

The primary support channel is the ticket system at the WP SmartPay website. Submit a ticket from your account dashboard or at wpsmartpay.com/support.

Note: Support is available to active Pro license holders. Free plugin users are supported through the WordPress.org support forum: wordpress.org/support/plugin/wp-smartpay.

What to Include in Your Ticket

Including the right information upfront typically saves 1–2 days of back-and-forth:

1. System Info

Copy your System Info from SmartPay → Support → System Info and paste it into the ticket. This gives the support team your WordPress version, PHP version, active plugins, and SmartPay configuration at a glance.

2. Debug Log

If the issue involves a payment failure or integration not firing:

  1. Enable define('SMARTPAY_DEBUG', true); in wp-config.php.
  2. Reproduce the issue.
  3. Go to SmartPay → Support → Debug Log.
  4. Copy the relevant log entries (especially any ERROR entries around the time of the failure).
  5. Paste into the ticket.

3. Steps to Reproduce

Describe exactly what you did, what you expected to happen, and what actually happened instead. Include:

  • Which payment form is affected (form ID)
  • Which gateway is in use
  • Whether Test Mode is on or off
  • Any recent changes to the site (plugin updates, theme changes, server migrations)

4. Screenshots or Error Messages

If there is a visible error on the frontend or admin, include a screenshot or copy the exact error text.

Community Resources

  • Documentation — This KB covers setup, configuration, and common issues. Search it first before opening a ticket.
  • WordPress.org Forum — For free plugin users: wordpress.org/support/plugin/wp-smartpay

Support Response Times

The SmartPay support team typically responds to tickets within 1 business day. Tickets submitted with complete information (system info + debug log + steps to reproduce) are usually resolved faster than those requiring additional follow-up questions.