GoBuildWP support request without leaking secrets

Pick the channel first

Where a GoBuildWP support request goes depends on whether you have a GoBuildWP account. Pro customers can use the account route: sign in at app.gobuildwp.com, open Support, press "Open a request" and send the form with "Open request". You are signed in with a confirmed address, so there is no email to confirm first, and the whole conversation lives on one page under Support, where replies land in the thread and you can answer in place.

Priority comes from the account, not from the form. When the account has an active Pro licence linked on its Licences page, a request opened there is marked "PRO priority", filed as GoBuildWP Pro whichever product you picked, and starts one priority step higher: high instead of normal, or urgent instead of high for a security report. Its first-reply target is halved, never below two business hours, and the "Priority support" panel above the form spells out the result. An account with no linked licence gets the standard targets, shown in its "Free support" panel.

Without an account, including anyone on GoBuildWP Free who has not made one, use gobuildwp.com/support/contact. That form needs only an email address you can read. It does not look up licences, so a Pro customer who sends from it starts at the standard target; once confirmed, the request still shows under Support in an account with the same email.

A suspected vulnerability does not belong in either queue. Email security@gobuildwp.com, the contact published in the site's security.txt; choosing "Security report" on the form also tells you to use email rather than the form. Keep the details out of GitHub issues and forums until a fix has shipped.

Fill in the form

"What is this about?" sets the queue and the response target published beside the form: Security report within 4 business hours; "Cannot access a paid download or licence", "Activation or update failure" and "Production-blocking defect" within 1 business day; "Usage or how-to" within 2; "Feature request" within 3, logged to the backlog with no delivery promise. Those are the standard targets. Opened from an account with a linked Pro licence, each is halved, so the first-reply target becomes 1 business day for a how-to question, 4 business hours for a defect and 2 for a security report. Business hours run 09:00 to 17:00 UTC, Monday to Friday, and public holidays are not taken into account. These are the targets the support desk tracks each request against, not guaranteed response times.

"Which product?" is either GoBuildWP (free) or GoBuildWP Pro.

"Subject" is one line that names the symptom, in the spirit of the placeholder "Elementor pages are not updating after a write".

"What happened?" takes what you did, what you expected, what happened instead, and the exact error text, in that order. The gap between expected and actual is usually the bug.

"Site URL", "GoBuildWP version", "WordPress" and "PHP" are optional but save a round trip; versions help distinguish dependency problems from licensing or transport failures.

Gather evidence that survives redaction

Paste a reviewed, redacted Diagnostics report; the support form does not accept attachments. In wp-admin open GoBuildWP > Diagnostics, press "Run diagnostics" and, when anything is flagged, press "Copy report for support". The copied text begins "GoBuildWP connection diagnostic" and lists the site address, the GoBuildWP, WordPress and PHP versions, the connection method, any security or edge layer detected, and every check with its result. It is designed to omit credentials, but review every line for private site details, arbitrary messages or personal data before pasting.

Add the AI client and its version, the sign-in method, the active safety profile, and the time the failure happened. For a builder or integration problem, name the companion plugin and theme versions and say whether the same action works when you do it by hand in wp-admin.

Redact before you paste

The desk will never ask for a password, an Application Password, a GoBuildWP access token, an OAuth secret, a licence key, a private key or card details. If one was exposed, revoke it at its source and contact support using a redacted description; do not assume automatic deletion. The same goes for complete invoices, customer or order records, database exports and debug logs nobody has read through.

Redact in a way that keeps the shape. Authorization: Basic [REDACTED] still shows which header was sent; deleting the line hides that. Replace customer names and emails with placeholders such as customer-1. For a licence, the licence number shown after the # sign on Licences at app.gobuildwp.com, or the masked Key from GoBuildWP > Licence identifies it without exposing it. Trim a log to the minutes around the failure before reading it line by line.

If a secret has already gone out

Revoke it at the source rather than hoping it goes unread. For an Application Password, open Users > Profile, find the Application Passwords section and press "Revoke" on that row. A GoBuildWP access token is revoked from its list on GoBuildWP > Connect a client. An OAuth connection is removed from Connected Apps, reached through "Manage connected apps" on the same screen, with "Revoke Access". For an exposed licence key, report the exposure in a new request and identify the licence by its number, never by the key itself.

After you press send

The contact form answers "Confirm your email to finish". Nothing has reached the desk yet: the request joins the queue only when you click the link in that email, which lasts 48 hours. If the email does not show up, check spam before submitting again, to avoid duplicate requests.

Signed-in requests skip that step. "Open request" takes you straight to the new request, which confirms "Request" and its reference, then "is open and with our team. Replies appear below, and we email you when there is one." The Support list shows every confirmed request sent from your account email, including ones that came through the contact form, each with a reference and a status: Open, With our team, Waiting for your reply, Resolved or Closed. A request still waiting for its email confirmation does not appear until it is confirmed.

"Waiting for your reply" means the next move is yours; the list adds "we are waiting on your reply" under its date. Answer in the "Reply" box with "Send reply". Replying to a resolved request reopens it. A closed one takes no replies: open a new request and quote the old reference.