Customer support
Let’s solve it.
Support for installation, activation, updates, configuration, and product behavior is included while your annual license is active.
Start here
Send a useful first message.
Email support@scenerelay.com from the address on your Scene Relay account. Include enough context to reproduce the problem without sending private credentials.
- Describe the outcome.What you expected, what happened, and the exact page or action involved.
- Include the environment.WordPress, PHP, Scene Relay, browser, and relevant third-party plugin versions.
- List the reproduction steps.A short numbered sequence is usually more useful than a long narrative.
- Attach safe evidence.Screenshots and the redacted report from Scene Relay → Launch Center are welcome.
Keep secrets out of email.
Never send a WordPress password, SSH or API key, payment credential, database export, activation token, or complete Scene Relay purchase key. We will ask for a safer diagnostic if more access is genuinely required.
Clear expectations
What product support covers.
Included
- Installation, licensing, protected downloads, and updater behavior.
- Using documented Scene Relay settings and workflows.
- Using Scene Relay Pro’s documented WooCommerce ticket mode and event-ticket workflow.
- Reproducible defects in the supported product release.
- Guidance on collecting a privacy-conscious diagnostic report.
Separate work
- General hosting administration, site recovery, or custom WordPress development.
- WooCommerce administration, third-party gateway extensions, tax configuration, or custom checkout development.
- Ticket refunds, payment disputes, organizer accounting, split payments, or payouts.
- Custom payment-flow modifications beyond the built-in Stripe, PayPal, and Square connections for memberships and promotions.
- Third-party services outside Scene Relay’s control.