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How Can We Help?
Support
If you need help with Bluvia A/B Testing, you can access Support from your Bluvia A/B Testing account dashboard.
Before contacting Support, check the documentation for guidance on common experiment, plugin, account, and billing questions.
Access Support
To access Support:
- Sign in to your Bluvia A/B Testing account.
- Select Support from the account dashboard.
- Follow the available options to get help with your issue.
Providing details about the problem can help the Support team investigate it more efficiently.
Before Contacting Support
If you’re experiencing an issue with an experiment, start with the Troubleshooting section.
Troubleshooting guides are available for common issues including:
- Test Not Running
- Variant Not Showing
- Plugin Not Connected
- Conversion Not Tracking
- JavaScript Conflicts
- Cache Issues
- CDN Problems
Many common configuration and experiment issues can be resolved using these guides.
What to Include With Your Request
The information that’s most useful depends on the issue you’re experiencing.
For an experiment-related issue, consider including:
- Experiment name.
- Test type.
- Page or URL affected.
- Control or Variant affected.
- Conversion Goal, if relevant.
- What you expected to happen.
- What happened instead.
- Steps you’ve already taken to troubleshoot the issue.
For a technical issue, it may also be helpful to include:
- WordPress version.
- Bluvia A/B Testing plugin version.
- Theme or page builder.
- Relevant caching or optimization plugins.
- Any error messages you’re seeing.
Bluvia A/B Testing Support may ask you to enable Logging if additional diagnostic information is needed.
License and Connection Support
If you’re having trouble connecting Bluvia A/B Testing Premium, include information about the website and license involved.
Before contacting Support, confirm that:
- The Premium Plugin is installed and activated.
- You’re using the correct Bluvia A/B Testing account.
- An available license exists on the account.
- The license isn’t already connected to another website.
See Plugin Not Connected and Website & License Connections for additional troubleshooting.
Account and Billing Support
Contact Support if you need assistance with an account, subscription, payment, or license issue that you can’t resolve from your Bluvia A/B Testing account dashboard.
When possible, identify the relevant:
- License
- Subscription
- Payment date or amount
- Website connection
This can help Support locate the correct account information more quickly.
Protect Your Account Information
Never include sensitive account credentials in a Support request.
Don’t send:
- Your password
- One-time verification codes
- Full payment card information
- Other authentication credentials
Bluvia A/B Testing Support doesn’t need your password to investigate an account or technical issue.
Diagnostic Logging
For technical issues, Support may ask you to enable diagnostic logging in the WordPress Plugin.
Logging can provide technical information such as your WordPress and plugin versions, active theme, error details, and code stack traces.
It doesn’t include personal data, page content, or visitor information.
See Logging & Diagnostics for instructions and additional information.
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