Getting Support for Envira

Getting support for Envira is as simple as opening up a support ticket with us. However, below are some helpful hints to review before requesting support.

We invite you to read through this guide and learn how to best help you.

How to Use Envira Gallery Support?

The Envira Gallery support team is here to help customers solve any problems they have with the plugin. With our growing customer base, the number of basic technical and operational questions we get regarding Envira Gallery grows every day. 

We primarily offer support through our online support page. This online form allows you to fully communicate your problems to us by including your issue, a link to your gallery (if relevant), any record or evidence of the issue, and access to your WordPress site (if necessary). 

You’ll also find links to our documentation pages and our troubleshooting guide on this page. We highly recommend that you browse these archives for any information related to your issue prior to contacting support.

Other users have likely experienced the same issue, in which case we’ve likely already devised a simple solution.

Best Practices Before Contacting Envira Gallery Support

Before submitting your support request ticket, take a few moments to check your system and troubleshoot the issue. This helps us save time on issues that have already been solved.

1. Check Your Hosting Service and WordPress Updates

WordPress and Envira gallery rely on the underlying server software being as up-to-date as possible.

• You can find what the latest version of WordPress is here. 
• WordPress.org recommends the following server configuration:
  • Apache or Nginx server
  • PHP v. 7.4 or later
  • MySQL v. 8.0 or greater OR MariaDB v. 10.5 or greater
  • Support for secure HTTPS

Typically, if you have problems loading Envira Gallery or if you have problems with Envira Gallery or WordPress after an update, it could be a hosting issue. If you do not know what version of these software packages your hosting service provides, contact their technical support. 

Before contacting Envira support, make sure to check that WordPress and your server software is all up to date.

It may seem basic, but running the latest version of WordPress and server software ensures you’re as protected against bugs, security vulnerabilities, and problems with plugins. If you need help in updating WordPress, check out their documentation here.

2. Make sure that your Envira Gallery Plugin is activated and updated

Envira Gallery requires that you activate your licensed plugin and update it to take advantage of all its features. We’ve created documentation to guide you through installing and activating Envira Gallery, but here are the highlights:

Plugin Activation

To activate the plugin, please follow the steps below:

• Log in to your Envira Gallery Account 
• Once logged in, click the Downloads tab. Here, you’ll see the plugin download option and the license key.
• Copy the license key for the Envira Gallery license you want to activate.

• Navigate to WordPress Dashboard
• Click Envira Gallery > Settings. You’ll see the Envira License Key text box near the top.
• Paste the license key into the box and click Verify Key.

Once you’ve verified your code, you’ll have access to all functions available for your license tier. 

Plugin Update

To update the plugin, please follow the steps below:

• Navigate to WordPress Dashboard
• Click on Plugins > Installed Plugins
  
• Scroll to the Envira Gallery plugin. If there is an available update, you’ll see an alert box providing information about that update:
  
• Click Update Now to update the plugin. 

The update link will also tell you what version of Envira Gallery you are updating to, so make sure to record the information for any support you may need.

If you need more help, check out WordPress’s plugin documentation on managing plugins.

3. Check for JavaScript Errors

Running multiple plugins through WordPress can cause issues with JavaScript and page rendering on your Dashboard that can impact your Envira Gallery experience. 

There are a few quick checks you can make to determine if you are working with a JavaScript error:

1. Open WordPress and Envira Gallery the same way in multiple browsers. Sometimes the issue may resolve itself in Firefox vs. Chrome, which could help our support team identify your problem.
2. Use your browser’s console to check for errors. Each major browser provides error checking for JavaScript:

• Firefox: Press Control + Shift + J to open the console.
• Safari: Enable developer tools by clicking Safari > Preferences > Advanced and check the Show Develop menu in menu bar checkbox. When on the page with the potential error, click Develop > Show Error Console.
• Chrome: Click Control + Shift + J to open the console. 
• Microsoft Edge: Click F12 and select the Console tab in the window that appears.

Note that you must be on the page with the potential error to see errors. If you open the console on the page and you see no error messages, try refreshing the page again. Make sure to screenshot or write down any error messages you see.

WordPress provides documentation on examining your webpage and resolving JavaScript errors should you need further assistance.

4. Chatbot Assistance

Our Smart Support Assistant is available in the Support tab of the Envira Account page. It’s designed to make getting help faster and easier. The best part is no need to wait for replies or dig through documentation.

The chatbot is available 24/7, so you get support immediately.

You can start by typing your question in the box, and our Smart Support Assistant will help you find the best answers.

If the chatbot isn’t able to solve your issue, don’t worry, you can get the option to create a support ticket, and the Envira Gallery Support team will help you fix those.

Submitting an Envira Gallery Support Request Ticket

If you have progressed through the first four steps but have not been able to resolve your issue, then you’re ready to reach out for Envira Support. Fortunately, submitting a ticket for support service is as simple as filling out an online form. 

How to Submit an Envira Gallery Support Ticket

1. Point your browser to the Envira Gallery support page. The following page will appear:

2. Fill out the information as listed on the form:

• Name (required): Enter your full name.
• Email (required): Enter the email you receive correspondence at.
• How can we help today? (required) : Choose the category that best fits your issue.
• Is the issue related to any of these? : Choose the item that best explains the issue.
• Envira Gallery Plugin Version (required) : Add the current Envira Gallery plugin version your site uses.
• WordPress Version (required) : Add the current WordPress version your site uses.
• Access to WordPress website (required) : This gives Envira technicians access to your WordPress backend for any debugging or testing purposes. If you are not comfortable sharing, you can choose the 3rd item.
  
• Issue URL: Paste the URL of the page you’re having a problem with the galleries. This will help Envira technicians see the gallery in a browser and check for errors, if necessary.
• Screenshots: Use this field to upload the screenshot that shows the actual issue you’re experiencing on your end.
• Message (required): This is your plain-language description of your problem. Use this space to be as clear, descriptive, and concise about your problem as you can.

3. Click the Submit button to send your request to Envira. 

Our professional support staff works as quickly as possible to address user tickets in the order received.