How do I get my questions answered?
GETTING YOUR QUESTIONS ANSWERED: THE ADMIN
Before asking for help, it’s best to check the help functionality built into your FoxyCart admin, and to check the wiki. Often questions are asked that have clear answers in existing documentation or the inline help in the admin. While we are happy to help, if we can minimize our support overhead it will allow us to improve FoxyCart, which benefits everybody.
NOT IN THE DOCUMENTATION? TRY THE FORUM!
The best way to get your questions answered is to use our forum. In many cases your question has likely been asked and answered at least once, so search first. If you can’t find a solution, please feel free to open a new thread and provide as much detail as possible, as that will help us help you.
The reason we push our users to the forum instead of email is twofold:
- It builds the publicly accessible knowledge about FoxyCart, allowing the entire community to benefit as questions are answered.
- It’s much faster. Even if a FoxyCart team member cannot answer immediately, often other community members can share their solutions or experiences. Also worth noting is that forum posts are treated with higher priority than email requests, since they benefit the entire community rather than just one user.
SO WHY NO PHONE SUPPORT?
We are a small company, and if we provided phone support we would do nothing but troubleshoot basic CSS and invalid HTML all day long, getting nothing else done and ultimately not providing a service anybody would be happy with. While we may offer phone support in the future for an additional fee, you’ll notice that very few hosted services (be they e-commerce, project management, or etc.) offer phone support, and the reason is that it’s simply not cost effective. In order to keep FoxyCart as affordable as it is it’s just not possible to offer phone support at a level that would actually be helpful or profitable, and we’d rather provide no phone support than offer support that only leaves everybody frustrated.
I’M A STORE OWNER AND I NEED HELP
We understand. Please give this FAQ about support for non-technical users a read.
WHAT IF I NEED TO DISCUSS SOMETHING IN PRIVATE?
We do respond to every email we receive, and if you have a specific need or a sensitive matter we are happy to discuss it with you. Similarly, if you are interested in FoxyCart for large deployments or partnership opportunities please do let us know. We love to chat, and we’re always interested in ways to use FoxyCart help solve problems.