Support

Write to us

contact@marcoplot.com — in English or in French, whichever you would rather write. It is the same address for a question about the free plugin, a problem with a Pro subscription, an invoice, or anything on this website.

Every message is read. We answer in the order they arrive and as quickly as we honestly can; we do not promise a response time we could not keep, and the terms of use say the same thing in their own words (Article 9.1).

What to put in the message

Four lines save a round trip, and a round trip is usually a day:

• The address of the site the plugin runs on.
• The plugin version — WordPress lists it on the Plugins screen — and whether Pro is on, which the Pro licence screen says at the top. In MarcoPlot Booking Venue that is Venue Bookings → Pro licence.
• What you did, what you expected, and what happened instead.
• A screenshot, if it is something you can see.

Never send us a password, a licence key, a card number, or a guest’s personal details. We do not need them, and we would only ask you to change them afterwards.

Things you can settle yourself, faster than writing

• Moving Pro to another site. On the old site, go to the Pro licence screen — in MarcoPlot Booking Venue that is Venue Bookings → Pro licence — and press Deactivate on this site first. Its place on the licence is free again straight away, and nothing of yours is deleted.
• Something looks broken. The Diagnostics screen — in MarcoPlot Booking Venue, Venue Bookings → Diagnostics — checks the plugin against the site it is running on and says what it found, in the same plain words we would use in a reply.

What we can help with, and what we cannot

We can help with anything the plugin itself does: booking rules, opening hours, payments taken through your own Stripe account, the licence, the updates, the invoices.

We cannot log into your site or your hosting, write custom code for you, or answer for a theme or another plugin — though if one of those is what is actually breaking the booking page, tell us and we will say so plainly rather than leave you guessing.

Billing questions

Price, renewal, cancellation and refunds are set out in the conditions of sale. If an invoice looks wrong, send it to us with the number on it and we will look at the same document you are holding.

To change the card on file, add a VAT number, or cancel, write to us from the address you paid with; we handle these by hand. Cancelling takes effect at the end of the year you have already paid for — the paid features keep working until then, and nothing of yours is deleted when they stop.

What happens to the address you write from, and to everything else, is on the privacy page. The short version: it is used to answer you and for nothing else.