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Over the coming weeks we’re making some improvements to the way support requests are submitted and managed. These changes are designed to remove friction from the support process for everybody’s benefit.
From the 7th April, all support requests will be submitted through a support form on our website. Our current support email address will be deprecated from this date.
This post explains what’s changing, why we’re doing it, and what the new process will look like for you.
Why we’re making this change
Until now, most support enquiries have come directly to our general support email inbox. Whilst this has served us well, email support has limitations such as:
- Important details are often missing in the first email
- We spend time going back and forth gathering context
- It’s harder to prioritise effectively
- We have less visibility of common issue patterns
Gathering the right information from the start will allow us to deal with your requests more effectively. The information you submit will help us to route enquiries, prioritise support consistently and improve security when site access is required.
What’s changing
- Support requests will only be accepted via our online support form
- Our current support email address will be deprecated
- Direct emails to our new support inbox will not be received
- You may still receive replies from our support email address if you’ve submitted a request through the form but new enquiries must begin there
What’s not changing
- The scope of support we provide
- Our commitment to resolving technical issues
- Our tone or responsiveness
If anything, this change should help us assist you more efficiently and with clearer context from the outset.
How the new support process works
The form guides you through a few short steps so we can understand your request properly.
Depending on the type of enquiry (Support, Billing/Account, or Sales), you’ll be asked to provide:
- Your subscription or licence details
- The website URL in question
- The area of Property Hive the issue relates to (Core, Imports, Exports, Add-ons, etc.)
- A clear title and description
- Optional attachments such as screenshots or logs
Providing this information upfront means we can focus immediately on diagnosing the issue rather than gathering basics.
If you email the support address with a new request you’ll receive an automatic reply directing you to the form.
Ongoing conversations will still happen via email
Once your support request has been submitted and a ticket has been created nothing changes about how we communicate going forward.
You can:
- Reply to our responses by email as usual
- Include other people (such as developers or colleagues) in the conversation
- Continue the discussion without logging in anywhere
Accessing Your Website for Diagnosis
As part of this update, we’re also tightening how site access is handled. Where access to your WordPress admin area would help us diagnose an issue, we now ask that you create a temporary login URL. This is a simple process which you can find guidance on in our documentation.
This allows you to create secure, time limited access without sharing permanent credentials.
We will:
- Use access for diagnosis purposes only
- Not make changes to your site
- Provide clear instructions or snippets for you to implement where required
This approach improves security for both you and us.
Support tickets in your account area
If you’re a Property Hive customer with an account you’ll still be able to submit and view support tickets from within your account area.
This remains an optional convenience and isn’t required for developers, agencies, or third parties working on a site.
How this helps you
By submitting requests through the new form, you should notice:
- More efficient initial responses
- Fewer follow up questions asking for basic details
- Better continuity when multiple people are involved in the same site
- Clearer tracking of issues and resolutions
It also helps us spot trends and improve documentation, features, and add-ons based on real usage.
When this will happen
The official transition date is the 7th April but we’d encourage you to begin using the support form from today.
If you have any questions about the new process, or feedback on how it works, we’d love to hear from you.
Thanks for your continued support and for helping us make Property Hive better for everyone.
