Support
If you’re stuck, you’ve hit a bug, or you’re not sure how a feature is supposed to work — this page is the right place to start.
How to reach me
Two channels. Pick whichever fits the question:
- Email brxprod-support@brxprod.com for anything specific to your site or licence: bug reports, configuration help, billing questions, feature requests. This goes directly to me.
- Facebook for general discussion, sharing tips, asking other users how they handle something, and seeing what other people are building. Link.
Response time
I aim to respond to support email within 2 business days In practice it’s often faster, but I want to set an honest expectation rather than promise something I can’t reliably hit.
Business hours: “Monday–Friday, 9am–5pm AEST (Brisbane, Australia)”. Email sent outside those hours will land in the next window. Urgent bugs that affect production sites get priority any day of the week.
What’s covered
- Email support is included with the premium tier.
- Free-tier users are welcome on the community channel and in the docs.
- Bug reports from free-tier users are still welcome by email — bugs affect everyone.
Before you email
You’ll get a faster, more useful answer if you include a few specifics:
- What you were trying to do — the workflow, not just the symptom.
- What happened instead — the exact error, broken behaviour, or unexpected output.
- A diagnostic snapshot — in the Bricks editor, open the BRX Prod settings modal, go to Settings → Health, click Copy diagnostic JSON, and paste it into the email. This gives me your plugin version, server config, REST status, and a bunch of other things I’d otherwise have to ask about. (No API keys or sensitive credentials are included.)
- If it’s reproducible — the steps to reproduce. If you can shoot a quick screen recording (Loom, CleanShot, etc.), even better.
Bug reports
If you’ve found something broken, please report it — I genuinely want to know. The diagnostic JSON from Settings → Health covers most of what I need; the rest is your reproduction steps.
I prioritise bugs by impact: anything that affects published sites gets fixed first; anything that affects builder workflow (but doesn’t break anything live) is next; cosmetic issues are last but still tracked.
Feature requests
I’m happy to hear what would make BRX Prod more useful for you. The roadmap is influenced by what people actually ask for — not every request becomes a feature, but every request is read.
Best place to suggest features: Link . If your idea aligns with what I’m already planning, you’ll usually hear back about it. If it doesn’t fit the plugin’s pillars (no frontend impact, productivity-focused, framework-agnostic, etc. — see the About page), I’ll explain why honestly rather than ghosting you.
Pre-sales questions
Not sure if BRX Prod is right for your workflow? Email brxprod-support@brxprod.com before you buy — I’d rather answer your questions up front than process a refund later. There’s also a 30-day money-back guarantee if you want to try it and decide afterwards.
Common things to check first
Before emailing, two quick self-checks resolve a surprising number of issues:
- Permalinks. If features that worked yesterday suddenly don’t work, especially after a site migration, the WordPress REST API may need re-flushing. Open WordPress Admin → Settings → Permalinks and click Save Changes — no edits needed. BRX Prod will tell you if this is the issue with a clear modal in the editor.
- Health check. The Settings → Health tab inside the BRX Prod modal flags PHP version, memory, server limits, REST routes, and other things against recommended values. Most environment-related issues show up there with a red or yellow indicator before they become a support ticket.