GoBuildWP support. Setup, licensing and connection help.

Start GoBuildWP support from the symptom

Many GoBuildWP support questions fit one of a few shapes, and each has a written answer that can be quicker than waiting for a reply. Match what you are seeing to the list below before opening a request; if the article does not resolve it, it will at least tell you which evidence to send.

• WordPress refuses the ZIP, Pro shows a notice saying it needs the free plugin, or you are unsure which to install first: GoBuildWP Free and Pro install order.
• Pro is installed but a red notice says none of it is running, or you need to move a licence to another site: activate a GoBuildWP Pro licence.
• The AI client connects but shows no GoBuildWP tools, or one ability is missing: WordPress MCP tools not showing.
• You need an invoice, the Pro download or your licence key: invoices and downloads.
• You are about to send logs or a diagnostic report and want to know what to remove: a support request without leaking secrets.

Checks the plugin can run for you

GoBuildWP carries its own diagnostic tools, and their output answers the first questions support would ask. None of them change anything on the site.

• GoBuildWP > Diagnostics in wp-admin checks the MCP endpoint, the AI Abilities switch, the domain lock and the sign-in method you choose, then offers "Copy report for support" for anything it flags.
• Run Connection Doctor, on the same screen, sends requests from the site to its own MCP endpoints and reports whether a CDN or firewall answered instead of WordPress, whether the web server strips the Authorization header, and whether the server clock is wrong. The same check is available to an agent as the free wppilot/connection-doctor ability. Because it runs from the server to itself, a block keyed on the client's own IP address or country will not show up in it.
• On a licensed Pro site, ask the agent to run wppilot/integration-health. It lists every Pro integration with two facts, whether its category is active and whether its loader is eligible, so a plugin below the version Pro supports shows as present but not eligible instead of simply missing.
• GoBuildWP > Abilities shows each ability as enabled, disabled, or blocked by the active safety profile, which explains most cases of a single tool going missing.

Free and Pro support: where the boundary sits

GoBuildWP Free is supported in public. The documentation, these articles and the ability reference are the support, and a reproducible bug goes in a GitHub issue so the fix reaches every install. That is a choice about scale rather than a lesser tier of answer: the same engineers write both.

GoBuildWP Pro adds a private desk. A request opened from an account with an active Pro licence linked is marked for priority, starts one priority step higher, and has its first-response target halved, never below two business hours. Business hours are 09:00 to 17:00 UTC, Monday to Friday. Security reports are separate from both routes and go to security@gobuildwp.com, as the security page explains.

Under the terms of service, support covers the current release on supported WordPress and PHP versions. It does not include writing custom code for your site or debugging a third-party plugin, theme or host configuration, although we will usually recognise the pattern and point at the likely cause.

After a request is open

Each confirmed request has a reference and a status you can see under Support in your GoBuildWP account: Open, With our team, Waiting for your reply, Resolved or Closed. "Waiting for your reply" means the next step is yours, and answering moves it back to the team. Replying to a resolved request reopens it, which is the right thing to do if the fix did not hold. A closed request takes no replies; open a new one and quote the old reference so the history travels with it.

A request sent through the public form is not a request until you click the confirmation link emailed to you, and it does not appear in the account list before then. If you sign up for an account later with the same email address, the requests you confirmed through the form appear there too.

Every request has a subject line. Write it as the symptom, such as the page builder that stopped saving or the client that lost its tools, rather than "help" or "urgent": the type you choose already sets the priority, and a descriptive subject is what lets a reply start with an answer.

When the problem is not GoBuildWP

Several common failures sit outside the plugin, and knowing that early saves a round trip. A security plugin that switches off Application Passwords, a CDN rule that strips the Authorization header, an AI client that keeps a stale tool list after you change settings in wp-admin, and an integration plugin older than the version Pro supports all look like GoBuildWP faults from the client side. The articles above say how to recognise each one. When the cause is a third party, the fix belongs with them, but a support reply can still confirm the diagnosis so you know which vendor to contact.

One failure looks external but is deliberate. AI Abilities are locked to the hostname they were switched on for, so a site migrated to a new domain, cloned to staging or moved between www and the bare domain loses every ability at once, and the client is not told why. The explanation appears in wp-admin instead, as a notice saying the abilities were disabled because the site domain changed. Re-enable them from GoBuildWP > Connect a client only if this copy of the site is meant to be reachable.