How to get help

Reaching Modero#

Two routes, and for anything non-trivial the second is faster:

1. The support email configured in your instance, under Partner Hub > Settings > Theming.
2. Your Modero account contact, directly. If you have a named contact, use them. They already know your agency’s setup, which saves the first two messages of any conversation.

There is no separate ticket portal to sign up for.

What to include#

You will get a faster and more useful answer if the first message covers:

• What you were trying to do
• What happened instead
• Which client organization is involved, by name
• A screenshot, if there is anything on screen worth seeing

That is usually enough to get an answer in one reply rather than three. For anything broken, see Reporting a bug, which goes further into what makes a report reproducible. If Modero does not do something you need at all, that is a feature request rather than a bug.

If Modero needs to look at your data#

Modero support staff cannot browse your agency’s or your clients’ data by default. When they need access to help, they operate under a time-boxed, scope-bounded grant that expires on its own and is fully logged.

You will see that grant appear in your audit feed while it is active. If you would rather not approve a fresh grant every time, a partner admin can enable standing owner access instead.

How Modero support access works covers this in full, including the one narrow exception.

Response times#

Modero has not published target response times or support hours yet.

We would rather say that plainly than print a number nobody has committed to. Ask your account contact what to expect for your agency, and do not quote a turnaround to one of your own clients on the basis of this page.

If something is genuinely urgent, say so in the first line of your message and include the deadline. A deadline nobody knows about cannot be worked to.

Before you write in#

Two things worth trying first, because they resolve a good share of questions on the spot:

• Troubleshooting is organized by symptom rather than by module. If something looks wrong, start there.
• Search this site. Press / from anywhere to jump to the search box.