If you have a WordPress plan, you will have access to priority Live Chat support at no extra cost. If you’re not a customer yet, you can find out more about available plans for your site here.
Our Happiness Engineers can answer any questions that you have about WordPress.com, how it works, and how best to use it. We love to help guide you in building the perfect website.
Making the Most of Live Chat Support
Although WordPress.com offers 24/7 support through our support documentation and support forums, we understand that sometimes it might be best to work through your questions in real time. If you have something that you’re stuck on within WordPress.com or you have questions about how to use certain features, hop on chat and ask away!
Please be prepared to describe the problem or phrase your question as precisely as possible and provide relevant details and links. For example, “How do I publish a page privately?” will create a better support experience than “I’m having trouble with my site.”
Providing a screenshot can be a helpful way to illustrate an issue that you’re facing. To learn how to take a screenshot, click here.
Limitations of Support
We are more than happy to answer questions related to WordPress.com and occasionally dispense some advice or suggestions for your site. However, there are things that fall outside of what we can help with, including but not limited to:
Help with third-party applications not related to WordPress
Logging into non-WordPress.com customer accounts, such as domain registrars, to make changes or view settings directly.
Sites running WordPress software but not hosted at WordPress.com
Writing, editing, or otherwise creating content like text and images (but we will show you how to do this yourself!)
If your site has a Premium plan or above, you have access to custom CSS which we can help write for you. This page explains which CSS customizations we can help you with.
Live Chat support is currently available in English. Spanish and Portuguese-speaking Business / eCommerce plan customers will also have access to live chat support in those languages, based on operator availability.
Code of Conduct
While we try not to put too many restrictions on supporting our customers, we do want you to be aware that you’re chatting with a live person. Our Happiness Engineers are here to help and appreciate a positive and polite tone. Any abusive language will not be tolerated.
How to Access Live Chat Support
When you are logged into WordPress.com, click on the blue and white ? icon in the lower right corner to access all of our Help resources. Then, click the Contact Us button. Type your question in the box under “How can we help?” and then press Chat with us to begin the chat session.
Alternatively, you can contact us
Chat is currently available 24 hours a day from Monday to Friday for customers with Personal, Premium, Business and eCommerce plans. Weekend support is also available 24 hours a day with the WordPress.com Business and eCommerce plans. At times when all our Happiness Engineers are busy or unavailable, your message will be sent through to email support so we can respond as soon as possible.
On rare occasions, Live Chat support is also subject to closure or limited hours during our company meetings.
We do not currently offer phone support, because many of the issues we discuss require frequent reference to web links and code. That is much easier to do using written forms of communication like live chat and email.
We do offer one-on-one support sessions where we can screen share and talk you through setting up your site through a video chat service. These must be booked in advance. For more information on our Quick Start service, see this support document.