Frequently Asked Questions

Below are some questions that we get on a regular basis, so have a look around! If you have a question that has not been addressed here, contact us and we’ll get you an answer quickly.

What do I need to provide in order to use your service?

WordPress Admin, FTP or cPanel access.

If you are unsure of how to provide us with those details go ahead and sign-up, we will be with you shortly to help get the access we need.

We take great care to ensure the security of your personal information, login credentials, and all other information we collect. Further reading can be found at our Terms of Service and Privacy Policy.

What happens if my site breaks when you update WordPress or my plugin(s)/theme(s)?

If the site breaks and we can fix it immediately (an obvious or known issue) we will immediately fix the issue and send a notification to your account contact email address. If the fix is unknown or not immediate, we will roll the site back to the most recent backup (created before the update).

We will spend up to one (1) hour of time fixing/troubleshooting the issue – if we cannot fix within that time, we will give you a time/cost estimate and let you decide if you’d like us to move forward.

How do I request additional support and/or site customizations?

Simply submit a ticket in our ticketing system and a developer will be assigned as soon as possible to support your needs. Our professional development rate is $120 p/h and if you are one of our Maintainer clients, you receive a 20% discount on the hourly fee.

A few things our existing clients use their hour for:

• UI troubleshooting (HTML, CSS, Javascript)
• Styling elements with CSS
• Content Population & Image Manipulation
• Creation of basic graphics (e.g. buttons, banners, etc.)
• WordPress Consulting (pick our brains!)
• Optimization of CSS, Javascript and Images
• Theme & Plugin Audits
• Plugin installation and implementation

This discounted developer time is subject to review by WP Maintainer management. It cannot be used for full site re-designs, new projects or anything outside of the existing site’s domain/WordPress installation.

If you’re unsure, or want to know before signing up, please contact us.

What happens if my site is compromised or flagged as malware?

Please, first understand this happens to thousands of sites daily and will not destroy your online presence. We can quickly help you resolve these issues and clear your flags from search engines.
In these instances, we will forward the required information to our security partner Sucuri Security. Their team of experts will investigate, clean and/or restore your site and help you move forward.
While this is rare when combining the monitoring of Sucuri’s service with our preventative maintenance, there’s always a chance it could happen. Once resolved, we will notify you to re-submit to Google and/or other search engines for review, removing the malware notice(s).

How do I pay?

Our Payment Gateway of choice is STRIPE which allows for any of the major credit cards to be accepted including Mastercard, Visa, Discover and American Express. Once you have signed up, your cards will be charged automatically each month until the time comes that you wish to cancel or upgrade your plan.

Can I cancel at anytime?

Yes – you can cancel within 30-days of your renewal date. You’re never required to stay with us – in fact, we’d prefer you have the option to leave if you’re unhappy with our service and give us feedback on how we can serve you better.

Can you re-design our website? What if we have a specific project/web design/development need?

Yes – we offer full website development. To learn more contact us at [email protected]

Does WP Freelancer support multi-site WordPress installs?

Due to the variable nature of multisite installations, WordPress Multisite is not included in our package. If you have a multisite installation, we can support you through a customized maintenance retainer that suits your needs, performed by our WP Freelancer developers.

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