~ digitalchk / support
Write to [email protected]. That address reaches a person, not a queue, and it is the right place for every question below.
Hours. A person answers between 8am and 8pm Eastern Time. For clients under contract, automated monitoring and containment run continuously, and your agreement defines your response times. If you are reporting an incident in progress, say so in the subject line and we will treat it that way.
If you are a client
Use the contact details in your agreement, which route faster than this page. If you do not have them at hand, write to the address above with your company name and we will find you.
For an incident in progress, lead with what is happening right now rather than with background. Something like “two mailboxes are sending to all contacts” tells us more in ten words than a page of history.
If you used one of our free tools
The tools are free and unsupported in the formal sense, but if a result confused you or looked wrong, we want to hear about it. Reports like that are how the tools get better.
Useful things to include: which tool, what you submitted (the domain, not the password), what it told you, and what you expected instead.
No verification code? Check your spam folder first. A code expires after a few minutes, and there is a limit on how many you can ask for in an hour. If a “Quick security check” window appears before sending, complete it and the code goes out on its own.
Breach or ransomware alerts. To stop them, use the link at the bottom of any alert: it can stop one term or all of them. Unsubscribing from the newsletter stops them too.
If you want your stored record deleted, say so and we will do it, no questions and no form. See our Privacy Policy for what we hold and for how long.
If you run one of our plugins
Start with the documentation for your plugin, which covers setup and the failures we see most often. Every plugin we distribute has its own page.
If that does not resolve it, write to us and include:
- The plugin and its version, from the plugin list or its Info tab
- Your WordPress version and your PHP version
- The exact error text, copied rather than described
- What you were doing when it happened
- Whether it happens every time or only sometimes
That list exists because those five things are what turn a two-day exchange into a one-reply answer.
Reporting a security issue
If you believe you have found a vulnerability in this site, in one of our tools or in one of our plugins, write to [email protected] with “security” in the subject.
Please give us a reasonable window to fix it before publishing. We will confirm we received your report, tell you what we found when we have looked, and credit you if you want to be credited. We will not threaten you for reporting something in good faith.
Please do not test against other people’s data, run denial of service, or access information that is not yours in the course of demonstrating an issue.
What we cannot help with
We are a small company and we would rather say this than leave you waiting. We do not provide free ongoing support for infrastructure we do not manage, we do not troubleshoot third-party products on your behalf outside an agreement, and we cannot interpret a free tool’s output as a formal audit of your environment. For any of those, a short paid engagement is usually faster and cheaper for you than an open-ended conversation.