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Emergency WordPress support

A one-time fix for a WordPress site that is down or a checkout that has stopped taking orders. An Emergency Fix goes to the front of the queue. If we cannot fix it, you pay nothing.

In short

  • For a WordPress site that is down or a checkout that is broken.
  • An Emergency Fix goes to the front of the queue. No care plan is needed.
  • No fix, no fee, and a 30-day warranty on the fix.
  • A hacked site is a job for malware removal, and a fault at your host is one only the host can put right.
  • Start by telling us exactly what you see on screen.
  • Two runbooks set out the first steps you can take yourself, for a site that is down and for a checkout that is down.

Your site shows an error where your home page should be, or customers reach the checkout and cannot pay. Every visitor who arrives sees the fault.

An Emergency Fix is a one-time repair for those two cases: a WordPress site that is down, or a checkout that is broken. It goes to the front of the queue. You do not need a care plan to buy one, and the price is on this page.

If the fault is real but the site still works and still takes orders, a Quick Fix is the right size instead.

Who it is for, and who it is not

An Emergency Fix is for two situations.

  • The site is down. Visitors get a blank page, "There has been a critical error on this website", a 500 error, a database connection error, or nothing at all.
  • The checkout is broken. Customers cannot place an order, or cannot pay for one.

It is not the right service in these cases.

  • The site still loads and still takes orders. A layout fault, a slow page or a form that has stopped sending is a Quick Fix. The one-time fix page explains it.
  • The site has been hacked. If visitors are sent to sites you do not know, or a browser warns that your site is dangerous, ask for malware removal.
  • The fault is at your host. If the hosting company's servers are down, or it has suspended the account, only the host can bring the site back. WordPress hosting problems shows how to tell whether a fault is the host's or the site's.
  • You want the site looked after from now on. An Emergency Fix is one repair. Updates, backups and uptime monitoring are what a care plan does, and the Store plan adds a checkout and payment test after every update. See WooCommerce maintenance and the pricing page.

You may also be able to bring the site back yourself. The section "Before you buy" below has the runbooks and the error guides.

What you get

  • A free diagnosis first. You get a written cause and a fixed quote before you agree to anything.
  • The repair. An Emergency Fix is for a site that is down or a checkout that is broken. It goes to the front of the queue.
  • No fix, no fee. If we cannot fix it, you pay nothing.
  • A 30-day warranty on the fix.
  • A smaller option when it is not an emergency. A Quick Fix is for a fault that is not stopping visitors or orders. It covers one issue on one site, up to about an hour of work, with the same no fix, no fee term and the same warranty. It does not go to the front of the queue.

How it works

  1. Step 1: Tell us what you see

    Use the free diagnosis form and say that the site is down or the checkout is broken. Copy the exact message on screen, and tell us what changed last: an update, a new plugin, or a change at your host.

  2. Step 2: Get a written cause and a fixed quote

    You know what is wrong and what the fix costs before you agree to it. Whether to go ahead is up to you.

  3. Step 3: We fix it

    An Emergency Fix goes to the front of the queue.

  4. Step 4: Check the site

    Load your site. On a store, place a test order. The fix stays under warranty for 30 days.

What we need from you to start

Only what the free diagnosis form asks for, filled in as exactly as you can:

  • your name, and an email address for the reply
  • your site's address, if you can share it
  • that the site is down, or that the checkout is broken
  • the exact words on screen, and when the fault started
  • what changed last: an update, a new plugin, or a change at your host

For a checkout, go through it yourself as far as the payment step and note where it stops. That is the first step of the checkout runbook. A checkout that will not load, a payment that is refused and a paid order that is not recorded are three different faults, and where it stops says which one you have.

We reply to the address you give. We use these details to reply to you about this request, and for nothing else.

What it does not cover

  • A hacked site. Redirects to sites you do not know, or a browser warning that your site is dangerous, call for malware removal. That service includes the clean-up and the hardening.
  • Faults at your host. If the hosting company's own servers are down, or it has suspended the account, only the host can bring the site back.
  • Larger repairs. Anything bigger than a single fix gets a written quote before work starts.

Before you buy: what you can do yourself

Each of these is free to use. If one of them brings the site back, there is nothing to buy.

Whatever you try, write down the exact error message and the last thing that changed, and avoid making further changes on top.

What it costs

Common questions

What counts as an emergency?

Two things: the site is down, or the checkout is broken. A slow page, a layout fault or a form that has stopped sending is worth fixing, and a Quick Fix is the right size for it. The one-time fix page explains how that works.

What if you cannot fix it?

You pay nothing. That is the no fix, no fee term, and it applies to the Emergency Fix and the Quick Fix alike.

Will the price change once you start?

The quote you get with the diagnosis is fixed, and you have it in writing before you agree. Anything bigger than a single fix gets a written quote before work starts.

Is there a warranty?

Yes. The fix carries a 30-day warranty.

Do I need a care plan?

No. An Emergency Fix is a one-time repair with nothing to join. If you want the site kept updated, backed up and monitored afterward, that is what the care plans do. They are on the pricing page.

My site is sending visitors somewhere else. Is that an emergency?

It is urgent, but it is a different job. Redirects to sites you do not know, or a browser warning that your site is dangerous, are signs of a hacked site. Malware removal covers the clean-up and the hardening. Hacked WordPress site: a runbook for the first hour says what to do first.

How do I tell whether the fault is at my host?

Check the host's status page and your inbox first, as the site-down runbook describes. If the host's servers are down, or it has suspended the account, only the host can bring the site back.

Can I do anything in the meantime?

Yes. Write down the exact error message and the last thing that changed, and avoid making further changes on top. The error guides cover the most common messages, including the white screen, the 500 error and the database connection error, with steps you can try yourself.

Not sure what is wrong?

Tell us what you see. We reply with the cause and a fixed quote, and the diagnosis is free.

Get a free diagnosis