Getting Support

Stuck on something? This article shows you every way to get help, from fastest (search the docs) to slowest (a complex bug investigation), and how to give us the information we need to help you quickly.

Self-serve first — most issues are 30 seconds away

Most questions are already answered in these docs. Before opening a ticket, try:

Search box at the top of any docs page. Try keywords like "watermark", "popup", "license expired", "404", "blank page".
Quick Start — covers publishing, embedding, and common settings.
The Troubleshooting section at the bottom of every feature article — common problems and their fixes.

If you find your answer in the docs, the time-to-fix is usually a minute or two. Always start here.

Submit a support ticket (Pro license required)

If self-serve didn't solve it, the best way to reach us is a support ticket. Pro license holders get personal email support.

Open your account dashboard and sign in.
Click Support in the menu.
Click Open a new ticket.
Fill in the form (see below for what to include).
Submit.

We aim to reply within one business day (Monday–Friday). Most tickets are resolved within 1–3 days.

What to include in your ticket — be specific

The faster we understand your issue, the faster you get a fix. Always include:

A clear description of the problem in plain English. Example: "The toolbar disappears when I switch to dark theme on FlipBook X."
What you expected to happen vs. what actually happens.
Steps to reproduce — the exact sequence that triggers the issue.
Screenshots of the issue, the FlipBook settings, and the browser console (if there's an error).
A URL to the affected FlipBook if it's publicly visible.
Your WordPress version (from Tools → Site Health → Info).
Your TNC FlipBook 3D version (visible at the top of FlipBooks → Settings or the plugin's row on the Plugins page).
Your active theme and main plugins — sometimes a conflict with a specific theme or plugin causes the issue.
Your browser and operating system if the issue is front-end (e.g. "Chrome 120 on macOS Sonoma").

The more specific the report, the faster we can reproduce and fix.

Common questions we'll ask back

To save a round-trip, you can often answer these proactively:

Have you tried with a default theme (e.g. Twenty Twenty-Four) active to rule out theme conflict?
Have you tried with all other plugins deactivated to rule out plugin conflict?
Have you cleared all caches (browser, plugin caches, server caches, CDN cache)?
Does the issue happen on a fresh install, or only on this one site?

Feature requests and ideas

Have an idea for a new feature? Submit it on the public ideas board:

ideas.tncflipbook.com

The board is moderated and other users can vote on ideas. We review the top-voted ideas every release cycle and pull the most-requested ones into the roadmap.

When you submit:

Be specific — "Add a button to do X" is more useful than "Make it better."
Explain the use case — what problem does this solve for you?
Search first to avoid duplicates.

Bug reports

If something is clearly broken, you can submit a bug report as a support ticket.

When reporting a bug, include:

The bug description.
Reproduction steps.
Browser console errors (Right-click → Inspect → Console — share a screenshot or paste the red error text).
Network errors (Right-click → Inspect → Network — filter for failures, take a screenshot).
Plugin version, WordPress version, PHP version, theme name.
Whether the bug happens with a default theme and other plugins deactivated.

Reproducible bug reports get fixed fastest.

Pre-sales questions

Not yet a customer and want to know if TNC FlipBook 3D fits your use case? Use the Contact form on tncflipbook.com — pre-sales emails get answered within one business day, usually faster.

Custom work and partnerships

For:

White-label deployments
Custom hotspot interactions or themed integrations
Bulk licenses for resellers
Agency partnerships

Email partnerships@themencode.com with a description of your needs and timeline. We respond within 2–3 business days with scoping options.

Status page

If you're experiencing issues with your license activation, account dashboard, or update server, check tncflipbook.com for any maintenance notices first. Brief outages of the license/update server are usually announced there.

What we can and can't help with

We can help with:

Plugin features and configuration questions.
Bug reports inside the plugin.
License activation and renewal questions.
Compatibility questions with major themes/plugins.
Pre-sales and account questions.

We can't typically help with:

General WordPress questions unrelated to the plugin.
Custom CSS or PHP development beyond what's documented in Developer Reference.
Theme-specific styling issues (talk to your theme developer).
Hosting issues (talk to your hosting provider).
Third-party plugin conflicts (try deactivating; if confirmed conflict, we'll help where we can).

If a third-party developer needs to talk to us about a compatibility fix, we're happy to coordinate.

Tips for faster resolution

One issue per ticket. If you have two unrelated problems, open two tickets — they get routed to different specialists.
Reply promptly when we ask for more information. Tickets that wait several days for a reply can get deprioritized.
Don't reply with "still not working" alone. Tell us specifically what changed and what's still wrong, with new screenshots if visual.
Don't open a duplicate ticket. Add new info to the existing one — it keeps the context intact.

Next steps

Browse the docs sidebar — categories are organized by topic.
Open the account dashboard to submit a ticket (Pro).
Visit ideas.tncflipbook.com to suggest a feature.