Support Information

First things first, please

  • Make sure the plugin is updated to its latest version
  • Please clear your hosting and plugin cache.
    Caching speed up your WordPress site but may also cause issues with our plugin. Themepunch has a great tutorial on how to clear your hosting and plugin cache.

In order for us to assist you better, please provide us these information & files when contacting us:

  • Please send us (a screenshot of) your htaccess files
  • Put these lines on your wp-config.php
    define( 'WP_DEBUG', true);
    define( 'WP_DEBUG_DISPLAY', true );
    define( 'WP_DEBUG_LOG', true );

    Send us your debug.log file located under your WordPress wp-content folder

  • What hosting are you using?
  • Do your hosting and/or website use any cache plugin?
  • In case your protected files don’t work, please provide us a sample of both original and private URL.
    For example,

  • Are all your protected files still accessible or the problem only happens to a certain file types (i.e. PDF) only?