Support

Eligible account licenses expose Auctions → Support to administrators. The integrated desk displays tickets for the connected wpgenie account, including unread replies.

When the menu is available

The page requires the manage_options capability and an active license for the current site. Account access also requires the account token and user identity saved during authentication.

The standard desk is hidden for agency licenses. Site Key activation alone does not provide wpgenie account ticket access. A provider can configure a custom support destination; contact that provider for assistance when using a managed license.

If the menu is absent, review License & Updates and confirm that you are signed in as an administrator. Installations can deliberately disable the support menu.

Prepare a request

Include the plugin, WordPress, WooCommerce, theme, and relevant gateway versions; auction and lot IDs; selected bidding mode; reproduction steps; the exact error; and the relevant dates and timezone. For payment issues, include the order status and sanitized order notes. For scheduling issues, include scheduler results.

Remove passwords, Site Keys, payment details, customer personal data, and confidential sealed bids from attachments. See the FAQ for checks that help isolate the issue.