If something is not working the way you expect, here is the quickest way to get help.
Step 1, copy your diagnostics:
Open System, then Diagnostics, and click 📋 Copy Full Report To Clipboard. The report includes your PHP and WordPress setup, your Launch Manager settings and recent errors. Pasting it into your ticket saves a lot of back and forth.
Step 2, open a ticket:
Open System, then Settings, and scroll to Help & your account. Click Contact Support under Need a hand? to open a ticket. Include:
- What you were trying to do
- The steps that led to it
- The diagnostics report from Step 1
- For anything about sales tracking, the matching rows from the IPN Log
The other cards there are Account portal for your licences, downloads and purchases, Troubleshooting for Diagnostics, and Training & docs.
Step 3, first checks to try:
- If an import stops partway: check Max Execution Time under PHP in Diagnostics. 60 seconds or more works best. Ask your host to raise it if needed.
- If a sale does not appear: open the IPN Log and look for it. If it is not there, check that the address in WarriorPlus or JVZoo matches the one in Settings exactly. See IPN, Real-Time Sales Tracking.
- If a partner's totals look split: search their name in Partner Diagnostics and merge the records. See Merging Partners.
- If a PDF report looks empty: switch off page caching for the report while you view it.
- If you see your own name as a top partner: add your usernames under Settings.
The Help / Training button:
Every Launch Manager page has a Help / Training button in the top right that opens the training for that page.
Tips:
- The Error Log in Diagnostics keeps 7 days. Copy the report soon after something happens.
- If you use a caching or security plugin, mention it in your ticket.
- See System Diagnostics for everything the report contains.