What's Site Support For?
How to Get the Most Out of Site Support on Wealthy Affiliate
When you're building a website, especially if you're new to it, Site Support on Wealthy Affiliate can feel like a lifesaver. And it often is! The team is responsive, professional, and incredibly helpful. They handle server-side issues, site uptime, and technical hiccups that are beyond our control. But here's the thing: they aren't your personal site managers.
Lately, I've noticed a trend... some users seem to treat Site Support as their virtual butler. Missing a plugin update? Call Site Support. Theme not loading? Ring the bell. Need help finding your dashboard? Tap the button.
A Quick Example:
Take Jane, for instance. She couldnāt find where to change her siteās tagline in WordPress, so she contacted Site Support. They helped (because theyāre amazing) but this is something thatās easily found with a simple search or by checking the WA training. Multiply that by dozens of similar requests, and itās easy to see how support can get bogged down helping with things that arenāt really their job.
A Gentle Truth:
We've all been there. Frustrated. Confused. Overwhelmed. In those moments, it's so much easier to blame the platform or someone else rather than pause and figure things out ourselves. It's not about shame. It's about growth. Every little problem we solve on our own makes us stronger webmasters.
Let's Clear Things Up... What's Site Support For?
Site Support is primarily there to:
- Address issues with server uptime and availability.
- Handle technical problems like SSL errors, server configuration issues, or internal server errors.
- Fix issues caused by server-side restrictions or performance settings.
What They Are NOT There For:
- Teaching you how to use WordPress.
- Installing plugins or themes unless it's a server compatibility issue.
- Fixing problems caused by your own custom code or poor plugin choices.
Before You Ring the Bell >>> Your Pre-Flight Checklist
- Google It First: Seriously, 80% of WordPress issues have been encountered (and solved) before. A quick search can often get you the answer.
- Check Wealthy Affiliate Training: There's a ton of tutorials and lessons availableāchances are your issue is covered.
- Ask the Community: Sometimes another user has had the exact same issue and can guide you.
- Clear Your Cache: Both browser and site cache can cause display or loading issues.
- Deactivate Plugins One-by-One: Conflicts happen. Narrowing down the cause saves you and Site Support time.
Respect the Crew
The Site Support team is amazing at what they do. But we owe it to them (and ourselves) to do a little homework first. That way, they can focus on the tough stuff and keep the platform running smoothly for everyone.
Support is there to support, not to babysit your blog. Let's be smart, respectful, and proactive.
Happy building!
Recent Comments
68
WA's Site Support is one of the reasons I have a membership, Fleeky. They are amazing. So helpful for technical things I'm unable to solve or do myself.
When they moved my huge horse website so easily, I was hooked. The price of the hosting alone was a reason to move, and I have 4 more websites hosted here.
There is nowhere you can find such detailed and current training for building your business. I had tried affiliate marketing before, but I didn't understand all the ways it can be employed.
Thanks for this post and thanks WA for all that you offer!
Terišš
So true...
Same for me...
Yes, we all ā¤ļø them
4 websites!
We know why š
Wishing you a happy frisatsu
(so sorry Jef is no longer amongst us, still missed by many š„²)
āØfleeky
Site Support at Wealthy Affiliate have always been brilliant whenever Iāve needed help.
Theyāre always reply prompt and really are clear on what I need to do, on the technical side they have always helped me.
We should all take a moment to troubleshoot or check training before raising a ticket, there is so much information on here and members willing to help.
Respecting their time helps everyone in the long run. Great reminder!
Yes...
Many problems can be solved if we do some homework first. Refreshing browsers, clearing caches, updating stuff... and most of the times that solves it.
The platform issues are extremely rare... and most of the time external factors have their play.
Thanks
āØ
Yes...
And often delays are due to external factors,
not directly under their control
Thanks for sharing
āØ
Excellent job with this article. I see many new menbers (and itās natural) who think theyāre having website issues when itās operator error. So many of the questions can be answered with a quick google search, or even better a ChatGPT search, and I think that would eliminate a ton of the bogging down that can happen.
And then with the actual technical issues that really are support issues, itās important to realize they donāt have a magic fix-it button. If a site is down because of a real issue, a few hours can be quite normal. It takes time to work through complex issues. Having your site up 99% of the time and then a few hours pass on a Thursday and itās suddenly with the āsite support is no goodāā¦ I just donāt understand that.
One thing Site support could improve is their acknowledgement of the issue. A quick reply in the first 10 minutes that says āthis is the issue as we understand itā¦. And weāre on it.ā I think that would be an improvement šš¼
Love this Eric... I have been testing a fully ai integrated webhosting. And it blew me away... support in your wordpress dashboard (consulting chatGPT en direct) and support on server dashboard (consulting ai as well, and in some cases with help of human support).
Living on another planet, ai always tells me to switch to alien relays and to harden security
And yes... hosting can be improved... by disconnecting from wa platform imho... but again... š not done overnight.
Excuse me, Eric.
I am going to piggyback on Eric here and say 1) I agree, and 2) I hope I have acknowledged my fault when it was as my dad used to say "User-Error".
Thanks for this Fleeky. Thanks to you, Eric & Kyle, and Site Support for all you do.
JD
Hi Eric, always loved the support team, but this time it was too much. I understand they are busy with the update, but if my site was down because of some configurations to improve speed, I expect the support team to fix it asap, making you wait 4 days is NOT acceptable, they don't even tell you we are working on it or something.
If you are paying $500/year for a PREMIUM PLUS membership, you should NOT wait 4 days for a basic "site is down" issue that YES can be fixed with a button, because I had support fix my site when I configured something wrong.
If I had access to hosting, I would fix it too.
I love Wealthy Affiliate, I owe them all my online success, but this one is NOT acceptable at all, it's better to say how things are so they actually improve, not sugarcoat it.
Your assumption that your site can be fixed with a press of a button is the massive flaw in your logic.
šš¼šÆ
Not really an assumption, just experience. Most hosting issues can be fixed quickly by competent support. Unless of course, youāre still using dial-up level tech.
Tell that to the hundreds of site owners who get back online in minutes after support resets a plugin or fixes a DNS hiccup. Tech problems donāt always need drama, just the right team.
So, in your experience, they're just incompetent.
Nice. šš¼
Man, *you* should be our support team.
Not sure if you're trying to be funny or just frustrated youāve had bad support before.
All I said is simple: good support solves problems fast.
Site support can be great, Iāve seen them fix things in minutes. But waiting several days as a Premium Plus member to fix something basic that keeps your site down? Thatās not just inconvenient ā thatās unacceptable.
If expecting fast, competent help sounds like magic to you, maybe the bar has been too low for too long.
Hi Anis. ..l hear ya... jus saw this . And understand your frustration...
What exactly is going on that you are stuck.? Perhaps we can help you out here...
Take care
Fleeky āØ
Ps
You can set dns in domains...
Sounds like you have all the answers man. You should be running the place. šš¼
Best of luck!
Not sure why you are acting like this and getting all defensive and stuff, I love WA support, but if you are updating the platform, you should hire extra VA to handle the tickets, me and a friend here in the WA chat had sites down and we GOT no replies for several days to our tickets, I was losing leads and my friend was looking lots of dentist appointment bookings. Doesn't matter, which you a great weekend brother.
Hey there, so the support team was super busy with the update, but many people had urgent issues with their sites down, (not talking about the ones calling support for something they could fix with chatgpt info) but server issues only the support has access to.
I was telling this gentelman called Eric that if you are paying $500/year for a membership you should expect your tickets to get replied to FAST not within days, if ONLY they told me they are on it that would calm me a bit but they never got back for several days, there were also some members with urgent site down issues that got no response for days.
We all know the site support is outsourced from Pakistan/India/Bangladesh no problem with that they are great but if you are charging 500 bucks a year for premium plus membership you should hire extra VA's to cover the tickets when you are updating the platform.
After telling this to our gentleman Eric he is now telling me I should be running the place,
Hi Anis,
I hear you... and yes, it's incredibly frustrating when things donāt work as they should. Iāve been dealing with a website issue myself (hosted elsewhere), and even with AI and support, it's still unresolved. š So I definitely understand the feeling.
Personally, Iāve always felt safe on WAās servers, and support has generally been responsive. Lately, though, theyāve been more focused on server-level issues rather than WordPress-specific ones, which they tend to leave to the community. That seems fair to me, though Iām not part of the WA team.
Iām a bit hesitant to weigh in on your specific case, as I donāt know the details or how to resolve it. If it's DNS-related, you might be able to handle that directly in your domain settings... it can take a while (even up to a week) to propagate fully.
That said, I really hope your issue gets resolved soon. Thanks for raising it... many people do feel stuck with recurring problems, and open discussions like this help bring them to light.
Maybe itās worth setting up a Q&A space for common issues... it could help others facing similar challenges.
Let us know how it goes
āØFleeky
I agree with you Fleeky, the support team should be focusing only on server level issues, my issue is not with what kind of issue my site had, its they did not get back to me at all for days because of the update and that should not happen, that's all, but nothing is perfect, and Im so grateful for the effort the owners and the whole team puts in the platform anyway, thanks Fleeky and wish you a great weekend!
Thanks, Anis š
Totally get what you mean... and yes, communication delays can be really frustrating, especially when you're left in the dark. I appreciate your understanding spirit, and you're right: nothingās perfect, but thereās a lot of value in the effort and vision behind the platform.
Wishing you a smooth resolution and a lovely weekend too!
āØFleeky
Hey Fleeky, maybe you could come across as a bit harsh... as some people may not be technical at all. However, you have a good point here. We should try first and not just be spoonfed without even checking if we can solve the problem ourselves.
I had to raise the flag Hein... as a senior member... and invite all to do some homework as well... (not referring to anyone, we are all guilty in a way)
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WAās site support is great and I agree that they do more than they should have to do because we as members do not do our own research enough before submitting a ticket. But I also know that when you are new to WA, it can be hard to research when you are not quite sure what to look for. But asking your questions in the community before automatically submitting a support ticket should come first. Sometimes we just get a little lazy. -Shirley
... or in a hurry...
Best of day Shirley!
āØ