This support policy lays out what support you can expect from the rtMedia Support team for products purchased from the rtMedia Store.
We provide support only through our Support channel.
rtMedia products are strictly not for website/s that promote adult/nsfw* content. We discourage the purchase of rtMedia product/s and service/s for such websites.
rtMedia team DOES NOT provide any support to such website/s after buying the product/s. If by oversight, you have purchased any of our products and intend to use it for such websites, we request NOT to do so as we will NOT be able to provide any support ever. We will not entertain any request for support in form of support tickets with adult/nsfw* website links or images attached to it. Such tickets stand to be CLOSE without any prior notice.
rtMedia team reserves the discretion to categorise websites as adult/nsfw* websites. We genuinely urge to use rtMedia product/s for activities which are safe for the web. And which do not fall in the adult/nsfw* categories. If we feel that any website has violated any of the conditions after purchase, we will suspend any support to such website/s in future.
rtMedia’s 30 days full refund policy is applicable to such website/s too. If you do not agree to the above policies after purchase, you can always ask for the refund within 30 days of purchase.
Our Premium support is our personalized support channel that is available only to users who have a valid license key for one of our Premium products.
All our Premium support is provided via and managed through our Helpdesk. As such, we do not use email, social media, chat and other medium (like Skype, Slack) to provide support.
How to create a Support Ticket
To initiate a Premium Support request, you will need to create a Helpdesk support ticket. You can do so from rtmedia.io/my-account or from
rtMedia > Support in the backend of your website. We will only provide support if your request falls within our Scope of Support.
During the course of resolving a support request, we might require you to provide us with your
wp-admin login details. We will only request these credentials if they are absolutely needed for us to assist you. We might also require you to disable any 3rd-party products installed alongside our our products to troubleshoot any potential issues.
Scope of Support
The rtMedia support team will provide support only for products & services available in the rtMedia Product Store. A valid license key is a prerequisite to avail our Premium Support for any product.
What our service covers
Our Support service includes assistance with product installation & configuration. We are also available to address any doubts that might arise with regards to our products’ settings & features.
What our service does not cover
Our Support service does not cover any 3rd-party products or services. The WordPress plugin ecosystem is such that we cannot predict compatibility with other products or service and thus do not usually guarantee it. In the case of a compatibility issue, we will try our best to point you in the right direction, but we cannot guarantee support.
The rtMedia Support team is available during normal working hours (10:00am – 7:00pm IST) from Monday to Friday. You can expect us to get back to you within 24 hours of sending sending in your support request. However, in extreme cases, we can take up to 48 hours to get back to you.
As a rule of thumb, we do not provide custom code as part of our support. However, if we deem your requirement to be in line with our vision of the product, we might provide you with a snippet to point you in the right direction. Our library of documentation is a great place to start for information about any of our Premium products.
Guidelines for submitting query
- Please add license key of the product you have purchased and have a query about so that we can put you on high priority over others.
- Please select a proper product from the drop-down list given in the contact form.
Users using any of our free products can also contact us through the support page for their queries related to the products.
Guidelines for submitting query
- Before raising an issue to us we request you to try reproducing the issue by activating any of the default themes of WordPress and deactivating all the other plugins except for BuddyPress.
- In case any third party theme or plugin has caused the issue, we would not be able to extend our support for the same.
- We may ask for your wp-admin login credentials to check the issue. In case we ask you for the credentials we request you to perform the point 1 before sharing the details. i.e. about the activation & deactivation and then handover the credentials to us.
- You may face a delay in reply to your queries over other high priority tickets of paid users.
- We may miss replying over the query in a very rough and busy schedule.
Support requests for any of our Premium addons should only be directed to us from the Premium support channel.