Submitting a support request
When submitting your support request, please include following information as many details as possible:
- Your website URL (and please make sure that LoftLoader Pro is enabled so that we can see the issue)
- Which version of the plugin you are using (Updating your LoftLoader Pro to the latest version can resolve some known issues)
Detailed description of the issue or the question
- Please be specific about the issue. For example, if you find issues on mobile devices, please do not just say “it doesn’t work on mobile devices”. Please tell us what exactly the problem is on mobile devices.
- For example, please describe the issue like this: “The loader is enabled on all devices but it doesn’t show on mobile devices” or “Loader displays forever on the phone” or “The Smooth Page Transition works fine on desktop, but there is no such effect on mobile” and etc.
- Screenshots of the problem
- Any notices or error messages
- Any other information that you find useful
- Please provide all the information in English
How long does it take for LoftOcean support to reply to your support request?
We provide support for our customers Monday to Friday: 10 AM to 6 PM (UTC+10). Support requests will be processed in the order received. Usually we reply to all requests within 24 hours.
However, sometimes we may receive a large number of requests, or some questions are complicated and require in-depth research to answer. In the above two cases, it may take more than 24 hours for us to respond.
If it is a weekend, our response time may take 48 hours or more.
We will carefully handle every user’s support request. When you encounter a problem, please send us the detailed information of the problem. If we do not respond to you immediately, please don’t worry, maybe it is just during our non-working hours (night or weekend), or it is because there are other users’ requests in the request queue ahead of your requests.
The requests in the queue will be processed one by one. Therefore, when you submit a support request, please be sure to provide as much information as possible so that when we start to process your request, we can have enough information and provide accurate answers instead of asking for other necessary information (this will cause it to take longer to solve the problem for you).