Canvas Docs

Getting Support

Support lives at support.canvaswp.com. A request that arrives with the right details gets a useful first reply instead of a round of questions, so this page is mostly a packing list. Read it before you write, and keep it open while you do.

Before You Write

Three checks resolve a large share of requests on their own:

  • The license state. Open Canvas > License and read the status badge, because updates, imports and premium rendering all follow it. License Problems maps each state to its fix, and note that support itself is an entitlement that pauses while a license is expired.
  • The versions. Compare your Canvas version, shown in the Canvas admin header, against the latest release, and update first if you are behind, forcing a fresh check as described in Updates Not Showing. Reporting a bug the current release already fixed costs you a day.
  • A plugin conflict test, when the symptom allows it. Reproduce the problem with other plugins temporarily deactivated, on a staging copy if the site is live. Naming the conflicting plugin in your request shortcuts the whole diagnosis.

What To Include

Write the request so someone who cannot see your screen can reproduce the problem:

  • The steps, from a named starting screen to the wrong result, and what you expected instead.
  • Your Instance ID, from the Canvas > License screen, which is labelled for support and identifies your installation without exposing your key. Never post the license key itself.
  • The versions: WordPress, Canvas, Canvas Core, PHP, and WooCommerce where the problem is store-related.
  • The evidence: a screenshot or recording of the wrong result, the exact text of any error, and, for import problems, the name of the step that failed and the message it showed.
  • What you already tried, including the checks above, so nothing is repeated back to you.

Pitfalls

The request describes the conclusion, not the symptom. "The import is broken" starts an interrogation; "Import Media errored on item 141 of 300, with this message" starts a fix. Report what the screen said.

The problem only exists on one environment. Say so, and name both: a problem present on staging and absent on production, or the reverse, is itself the strongest clue in the report.

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