Getting help

A problem or a question? We're here.
The Support page lets you write to the DigiSeerDigiSeer team and follow their reply.
It is included in the Starter, Pro and Business plans.

First, ask the documentation

The answer may already be there, and you get it straight away.
On the application's Documentation page, the Ask your question button opens the DigiSeerDigiSeer chat, which answers from the documentation, with the sources it read.

• A link to a sub-section opens it in the page, and the chat stays open.
• This chat is available on every plan, Free included.
• It is also at the top of the documentation home on digiseer.app.

Opening a request

Click Support, at the top right of any page of the application (the page you start from is recorded): the New request form opens.

1. Choose the site concerned.
2. Choose the request type: bug (something does not work), improvement request, billing and subscription, or other.
3. Give a subject and describe your question.
4. For a technical question, attach your WordPress diagnostic (see below).
5. Click Send.

We send you an acknowledgement by e-mail: your request has arrived safely.

Your WordPress diagnostic

A badly read page, a chat that does not show? The diagnostic saves us time.
It describes your site in a few lines, with no personal data.

For a technical question, attach it: we will answer faster, without asking you for more information.

The Your WordPress diagnostic box is always there, whatever the request type.

• A Recommended badge shows next to the title.
• For a bug, it becomes Strongly recommended.
• Nothing is mandatory: you can send your request without a diagnostic.

You find it in a new request, in a refund request and when you reply to an open request.
Everything happens on the same screen, in three steps:

1. Click Run the diagnostic.
2. The diagnostic shows in a frame: read it.
3. Click Attach to my request: Diagnostic attached appears.

You see exactly what is sent.
The Remove link takes it out of the request.
Nothing is sent until you click Send.

In WordPress, in one click.
Did you open DigiSeerDigiSeer from your WordPress admin?
The Run the diagnostic button asks the plugin for it, and it shows straight away.

Outside WordPress, by copy and paste.
Did you open the application directly, on app.digiseer.app?

1. Click Run the diagnostic: your site's DigiSeerDigiSeer → Diagnostic page opens in a new tab.
2. Click Copy the diagnostic.
3. Go back to your request and paste it in the field offered: it shows in the frame.

What it contains:

• the versions of WordPress, PHP and the DigiSeerDigiSeer plugin;
• your theme (and its parent theme);
• the page builder, language plugin, cache, security and cookie banner plugins detected;
• ACF fields, the SEO plugin, multisite;
• the DigiSeerDigiSeer key (present or missing, never its value) and the date of the last indexing.

Don't worry: nothing is sent automatically, you attach it yourself.
It contains no users, no e-mails, no IP addresses.
The diagnostic shows in the request, folded under Plugin diagnostic.

The diagnostic requires the DigiSeerDigiSeer plugin 1.16.6 or later.
Running it in one click in WordPress requires version 1.16.8.
With an older version, the button offers to copy and paste from the Diagnostic page.
It is also in Tools → Site Health → Info, DigiSeerDigiSeer section.

When the team asks for the diagnostic

Our team may ask for the diagnostic in its reply, with the steps to follow.

1. Open the request.
2. Under your reply, click Run the diagnostic, then read it.
3. Click Attach to my request.
4. Add a short note, then click Send reply.

Following a request

The list shows your requests and their status: Submitted, In progress, Waiting for your reply, Resolved.

• The All, Open and Resolved tabs filter them; each shows its number of requests.
• The New request button is next to them.
• Click anywhere on a row to open the request.

The conversation

• The request is shown as a conversation: your messages and the team's replies, one after the other.
• Each reply from the DigiSeerDigiSeer team is also sent to you by e-mail, with a link to the request.
• Reply from the request: it goes back to “Submitted”.
• A resolved request is closed: for a new question, open a new request.

Who can write

The owner and the site's administrators write; readers view their site's requests.

Free plan

Support requires a paid plan: on the Free plan, the page shows a message with links to the Documentation and the Subscription page instead of the form.
You're not on your own, though: see Troubleshooting, or write to us from the site's Contact page.

Exception: if you have been a subscriber, billing and subscription requests remain possible on the Free plan, for example to request a refund from the invoice list.