Frequently Asked Questions

Below are a number of frequently asked questions (and our answers to them) about SolidWP and our products. Please contact us directly if you need specific help or if your question isn’t answered here.

Like WordPress, all our plugins are licensed under the GNU Public License (GPL).

See our Terms and Conditions of Use for SolidWP and all StellarWP products and services.


Unless otherwise noted, your plugin or bundled purchase includes a one-year subscription to downloads, updates, and support. This means you get immediate access to all new versions and features released for your product(s) during your subscription year, plus ticketed support from the Priority Support Team.

The subscription model is the best way to provide top-tier support and maintain our products as WordPress evolves. Your subscription allows us to provide continued development for new versions and features. After the one-year mark, your plugin is still yours to use and keep, but we recommend renewing your subscription to have continued access to downloads, support, updates, and new features. We will send renewal reminders a week before your subscription expires and automatically renew it unless you cancel. We want to ensure all sites using SolidWP plugins retain access to support and updates unless specifically revoked.

Unfortunately, not at this time. Our email-based support provides a 1-2 hour first response time, and a 2-3 business day resolution. Our support hours are 5am to 5pm (Eastern Time), Monday through Friday. We pride ourselves on our outstanding support technicians and believe you’ll be thrilled with us as well. Free support for Solid Security Basic and the Solid Central client plugin are offered on WordPress.org. All SolidWP customers get priority support through the SolidWP Priority Support Team.

All customers of SolidWP enjoy access to our priority support team and one-click updates to each of your products for the length of your active subscription. Your subscription includes immediate access to all new versions and features released for your plugin during your subscription year. Keeping your subscription active ensures your continued access to updates and support.

The subscription model is the best way we can provide top-tier support, maintain plugin compatibility with WordPress updates, and add requested features and enhancements. In the case your subscription lapses, your SolidWP WordPress plugins will continue to work as intended. The only change is that you will no longer have access to our priority support nor will you be able to benefit from new releases, features, and fixes to our products. We’ll send a renewal reminder email seven days before your renewal date and, with your permission, automatically renew your subscription unless you cancel it.

Your SolidWP subscription gives you access to support through the SolidWP Priority Support Team. Our SolidWP technicians are experts in troubleshooting WordPress issues and providing you with timely resolution. We take your success very seriously and want to equip you to reach your goals online.

Because our products are installed on sites that we don’t have full control over (and alongside other software that we also don’t control), that means we have to get creative in helping you solve the issues. You’ve come to the right place. We’ll either solve the problem or send you to the folks who can, armed with actionable knowledge.

SUPPORT TEAM HOURS OF OPERATION:

5:00 am – 5:00 pm Eastern Time, Monday – Friday

Current customers can access our support through the SolidWP Priority Support Team. Use the same login and password used to purchase your plugin.

You can download your products from the SolidWP Member Panel. From the Member Panel, you can view your subscription information (and renew your membership), manage your site licenses, and access the Help Desk.

You can view a list of your licensed sites from the SolidWP Member Panel. From the Member Panel, you can also deactivate licenses. We recommend using Solid Central to manage your SolidWP licenses.

Our Account Services team would love to assist you with that upgrade. Please contact us here and explain what you’d like to upgrade to and we’ll make it happen.

Yes. All SolidWP subscriptions auto-renew according to their renewal schedule (either monthly or annually). We send renewal reminders in advance, so please make sure you add [email protected] to your whitelist or contacts to ensure delivery of those emails.

If you’d like to cancel your subscription before your subscription renewal date, please contact us via our contact form and choose the option “I have a question about my account,” and we’ll assist you with that right away.

We do not offer discounted renewals at this time. If you have questions or concerns about your renewal at all, please contact us and we’re happy to help.

Please read our full Refund Policy and Terms of Service. And as always, you contact us with any questions or concerns you have.

Product FAQs

We maintain an ever-current library of online documentation for all our products and services. Please review our SolidWP Help Center for any questions you have about any of our products. If you have additional product questions, we’re happy to help via our contact form.