Who and where
- brokerage name
- your name and role
- site URL and versions if you know them
Support
Need help? Tell us once, and tell us well.
Guided launch support is built to skip the usual back-and-forth. Tell us what you were trying to do, what happened instead, where it happened, and whether you are blocked, and we will take it from there.
Support intake is active for access requests and customers. Keep each issue in one thread so nothing gets lost in texts and side conversations.
How fast we move
UrgentCannot log in, fatal error, broken lead capture, or a privacy risk. Jump the line.
ImportantWork is slowed but there is a workaround. Next in queue.
PolishCopy, layout, docs, and usability notes. Logged and genuinely appreciated.
A different laneMLS, legal compliance, accounting, commissions, and transaction questions belong with those providers. We will say so quickly instead of wasting your time.
Support intake
Five things that turn a mystery into a fix.
A useful request lets us reproduce the issue quickly without asking for passwords, license keys, IDX tokens, payment details, or private customer records. We will never ask for them.
What went sideways
- what you were trying to do
- what happened instead
- whether it happens again when repeated
Whether you are blocked
- This sets priority
- Do not be shy about it
- Tell us what work is stuck
What we can look at
- screen or page URL
- safe screenshots
- redacted Support Snapshot
- redacted Premium Support Snapshot if premium is active
What to leave out
- passwords
- license keys or IDX tokens
- payment details
- private customer records
Pick your lane
One form, six lanes. Pick the one that fits and we will route it right.
Use the label that best describes the request. That keeps product feedback, free-plugin questions, premium help, website-build work, billing, and data requests from landing in one pile.
Support routes for launch
Routing matrix: free setup questions, paid customer help, website-build work, billing, and data requests need different owners so your request reaches the right person without a relay race.
Request type labels: Free WordPress.org setup or bug report; Paid subscription or premium issue; Website build or custom service request; Billing, license, or account question; Data export, deletion, or privacy request.
Public free-plugin support will live in the public support lane. Private customer support stays private. 5ox service support covers website builds and custom work. Billing and privacy stay out of public threads.
[Beta Feedback]
- what felt useful, confusing, missing, or risky
- adoption friction
- ideas worth considering
[Free Plugin Support]
- setup questions and reproducible bugs in the free workflow
- response target: one to two business days
- never include private data in public threads
[Premium Support]
- license, modules, routing, reports, and premium features
- include Support Snapshots
- response target: one business day
[Website Build]
- site builds and IDX vendor setup
- custom workflow requests
- handled as 5ox Creative project scope
[Billing or Account]
- subscriptions, invoices, renewals, and account changes
- plan storage allowance questions for listing photos, campaign assets, and review proofs
- always handled privately
- never send payment details
[Data Request]
- exports, deletion, and privacy requests
- we verify authority before destructive action
- same-business-day acknowledgement for privacy requests
Support Snapshot
Copy the snapshot before anyone starts guessing.
The Support Snapshot gives us the technical context to fix things fast while keeping your sensitive details out of the thread entirely. It is designed to exclude email addresses, license keys, IDX tokens, lead details, message bodies, and file contents.
01
Base plugin snapshot
Brokerage Dashboard -> Support -> copy the Support Snapshot. Settings works as a fallback.
02
Premium snapshot
Brokerage Dashboard -> Premium -> copy the Premium Support Snapshot for module, license, routing, and reporting issues.
03
Redaction boundary
Snapshots are designed not to include notification email addresses, license keys, IDX tokens, lead details, message bodies, report contents, or file contents.
What support covers
Clear boundaries keep support fast for everyone.
Support keeps subscriber setup moving and helps shape the product. Custom features, legal decisions, and outside-provider work get a real scoping conversation, not a quiet promise in a support thread.
We've got you on
- setup and configuration
- roles and access
- lead and task workflow bugs
- premium module access
- subscriber walkthroughs
Different conversations
- MLS or IDX replacement
- transaction management
- accounting and commissions
- legal or fair-housing decisions
- custom features without scope review
Your data, protected by default
- deactivation never deletes brokerage records
- uninstall never deletes brokerage records
- export before destructive cleanup
- no destructive action without a deliberate, verified request
Tracked support queue
Send one request with everything we need to route it.
Use this for product feedback, setup questions, premium help, website-build work, billing questions, and data requests. Each request gets a ticket so we can track the next move instead of losing the thread.
Support request
Send one request with everything we need to route it.
Use this for feedback, friction, bugs, and support requests. Leave out passwords, license keys, IDX tokens, payment details, and private customer records. We will never need them.
Private-preview queue
Pick the lane that fits. We will route it, review it, and keep customer-facing replies human-approved.
Ticket status
Check a ticket without exposing the private notes.
Use your ticket number and reporter email to see the customer-safe status. Internal notes, private details, message bodies, and operator-only triage stay private.
Ticket status
Check a ticket without exposing the private notes.
Enter the ticket number from your receipt and the reporter email. You will get a customer-safe status summary.
Private by design
Internal notes, drafts, files, and private details stay sealed.
Need help with your subscriber setup?
Use the form above, or check an existing ticket with your ticket number and reporter email. Keep sensitive data, passwords, license keys, IDX tokens, payment details, and private customer records out of the request.