Wrong medium for requesting support

13 September 2012 Last updated on 25 March 2013

You are using the wrong medium to report a bug, request a new feature, ask a pre-sales question or request support

Please do not use Twitter, Facebook, Google+ or whatever you tried using to file a bug report or request support. The alternatives are listed in several places.

If you want to report a bug

Use the Contact Us form to send me an email. Make sure that your email contains the following information:

  • The exact component and its exact version number. Saying osmething like "latest Akeeba" is like saying "some random version of one of your components". I need something like "Akeeba Backup Core 3.6.3".
  • The exact Joomla! version. Again, "latest Joomla!" means nada. I need something like "Joomla! 2.5.6"
  • The exact PHP version. Saying "PHP 5" doesn't help. Something like "PHP 5.3.13", or at the very least something like "PHP 5.3" is what I need to help you.
  • Exact steps to reproduce this issue. Make sure the issue is reproducible across different sites.

Please make sure what you're describing is not the documented behaviour, a support request or a request for custom development.

If a bug report does not meet these requirements it will be deleted.

If you want to request a feature

Use the Contact Us form to send me an email. Please remember that your requested feature, if implemented, will be made available to all users. Please do not ask me to implement features which are only relevant to your particular site, your workflow or in any other way unsuitable for a mass distributed component.

If you want to request support

You must be a subscriber and use our support ticket system (the Support menu at the top of the site). I will not reply to any support request via any other means, including email and Twitter.

If you want to ask a pre-sales question

Use the Contact Us form to send me an email. No, support requests do not qualify as pre-sales enquiries, they are support requests.

If you believe your enquiry does not fall in any of the previous categories...

...you have to reconsider. At the very least you asked me a question which begs for a long answer, making it a support request even if it's not technically support with a problem.