Open a support ticket

How to reach Manage GPL support, what to include in your first message, and how attachments + ticket statuses work.

For anything this knowledge base doesn't cover — unusual errors, account-specific questions, feature requests, or billing issues — open a support ticket. We reply within 1 business day (faster for Agency plans).

Open a ticket

Go to Dashboard → Support → New ticket.
Give it a clear subject (e.g., "Yoast update failing on client-a.com with 'Download: 403'").
Write the full details: what you tried, what happened, what you expected.
Attach screenshots if they help — up to 5 images per message, 20 MB total.
Submit.

What to include in your first message

The faster we can reproduce your issue, the faster we resolve it. Useful details:

The site's URL (if the issue is site-specific).
What you were trying to do when it happened.
The exact error message (screenshot is fine, but please don't redact what we need to read).
When it started — was it working yesterday?
Have you tried a workaround? What happened?

Attachments

5 files per message, 20 MB total.
Allowed formats: JPG, PNG, GIF, WEBP.
We validate both the file extension and the actual file content (magic bytes), so renaming a .exe to .jpg won't bypass this.
Attachments are stored privately, accessible only to you and the admin replying. 30-day retention after ticket is closed.

Ticket statuses

Open: either side has replied recently; the conversation is active.
Closed: resolved, or auto-closed after 30 days of no activity.

Closing is reversible on both sides — if you or we close and you later want to continue the conversation, just reply and it reopens.

Reply notifications

You'll get an email when support replies. Click the link in the email to jump straight to the ticket. Replies from you trigger an admin notification on our side.

Auto-close rule

Tickets idle for 30+ days get auto-closed with a note: "We're closing this — reply if you still need help." You can reopen by replying at any time.

Alternatives

For general product questions (pre-signup), use the contact page. For urgent outages affecting your whole account (can't log in, can't load the dashboard), email us directly; tickets require being logged in.