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Getting help: live chat, support tickets and remote support access

Most Xagio issues have a quick fix you can try first. If that doesn’t solve it, you can chat with the support team, open a ticket or send an email. Support can also sign in to your account to look at the problem, if you allow it.

Try these fixes first

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Clear your browser and WordPress cache

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After a plugin update, old files in your browser or caching plugin can make Xagio screens look broken or stop buttons from working.

  1. Clear your browser cache.
  2. If your site uses a caching plugin, clear its cache too.
  3. Reload the page.

Fix a site that shows as disconnected

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If the Cloud App says the plugin is deactivated on a site but it is active:

  1. In WordPress, go to Xagio > Xagio Settings > Troubleshooting.
  2. Select Fix Common Issues. This re-syncs the keys between the plugin and the Cloud App.

See Fix a site that shows as disconnected.

Check your server requirements

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In WordPress, go to Xagio > Dashboard. The requirements check lists anything your server is missing, such as PHP version, memory limit or permalink settings. Some items have a one-click fix. See Set up the plugin.

Check your Xags balance

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If an action stops with a “not enough Xags” message, check your balance in the top bar of the Cloud App or on Credits & Usage.

Check your sign-in

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One Xagio login works for the Cloud App, Studio, GSC Analysis and the Marketplace. If you can’t get into Studio, GSC Analysis or the Marketplace:

  • Sign in to the Cloud App first, then try again.
  • If you are a sub-user, you can’t use the Marketplace or GSC Analysis. Sign in as the account owner.

See also Troubleshooting GSC Analysis and Sign in to the Marketplace. See How Xags work.

Contact support

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Live chat

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  • In the Cloud App: when you are signed in, the live chat is at the lower left of the app. Under Need a hand?, select Start a chat.
  • In WordPress: go to Xagio > Dashboard and select Start Chat on the Live Support card.

Support tickets

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Open a ticket at support.xagio.com. In WordPress, you can also go to Xagio > Dashboard and select Contact Support on the Need Help? card.

Email

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Write to [email protected].

What to include

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Support can help faster when you send:

  • The website address and the product and page (Cloud App, Studio, GSC Analysis, Marketplace or WordPress) where the problem happens.
  • The exact error message.
  • What you did right before it happened.

Allow support to access your account

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Support can sign in to your account to look at a problem directly. Each support session lasts up to 4 hours. When remote support access is off, support cannot sign in to your account.

  1. Open the account menu and select Settings.
  2. On the Account tab, turn on Remote support access.
  3. Select Save Changes.

Turn it off again the same way when you no longer need help. See Allow Xagio support to access your account.

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