What happens when you contact support

When you open a support ticket, HealMySite looks at your ticket straight away rather than leaving it in a queue. Before answering anything it gathers the facts:

• your recent tasks and what happened on each one, step by step
• a read-only check of your site — whether it responds, whether it looks like WordPress, and whether the WordPress API is reachable
• the help articles that match what you described

If your question is a straightforward one — how something works, or what to do about site access — you usually get an answer within a couple of minutes. That first reply is sent automatically and says so at the bottom. Nobody read your ticket personally before it went out.

Anything to do with money, or anything where the evidence does not clearly explain the problem, is never answered automatically. A person reviews it, and they can see everything that was gathered plus the suggested answer before they reply.

You can always reply to any message on your ticket. A reply always reaches a person, and once a person is involved the automatic answers stop.

What we never do automatically: charge you, refund you, release a hold, retry a task, or change anything on your site. Those are decisions a person makes.