Thrive Knowledge Base

How to Add Login Details when Requesting Support

Adding login details to an already created ticket:

Sometimes, if you have a problem with either a Thrive plugin or a Thrive theme, we will need to log in to your site to debug the issue that you are experiencing.

If this happens, a member of the Thrive Support team may ask you for your login details. The login details, meaning the credentials for your WordPress website.

Here are the steps for adding your login details to a forum thread that you have created:

1. Go back to your original request

Here you will see the notification about the fact that you haven't added any site details to your post/request yet. Follow the link in the "You can do so at any time by clicking here" sentence.

2. Add your details

You will be redirected to the page with your initial request. Please keep in mind, that you should NOT add your login details to the reply message, because that message is visible to everybody on the forum.

Instead, scroll down a bit and you will see the green 'Site Details' section. This is where you should fill in the site URL, the login details and the page/the URL where you have encountered the problem.

Complete the necessary fields and if needed, check the "I give permission to temporarily deactivate plugins/themes" checkbox.

Deactivating the plugins/themes temporarily could help the support team figure out what is causing your issue. However, please keep in mind that checking this option might affect your website, as certain plugins/themes lose their setting when disabled.

3. Submit

After you have finished, click on the yellow 'Submit' button to submit the details to your post. This way, the details that you have submitted will only be visible to the support technicians and yourself.

  • Important! - Once you have added the login details, please notify the support team by replying to your thread, so that they can further investigate your issue!

Editing the details:

It might happen, that something is not all right with the details. In this case, the support team will ask you to check and edit the credentials that you have submitted. You can easily do that by clicking on the 'Edit these details' link, below the details.

Adding login details when opening a ticket

You can also add your login details when you are creating the ticket for the first time. You will see that the interface is the same.

You can add your credentials to the green 'Site Details' section and make the problem-solving process much easier and faster.

Then, you can submit your request and a member of our support team will look into the matter as soon as possible.

Hopefully this article was useful for you. If so, please give us a smile below :)

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