Question 1

What is BugShield?

Accepted Answer

BugShield is a WordPress care platform. You can submit one-off bug fixes, subscribe to a maintenance plan, store site credentials in an encrypted Vault, and track everything from one dashboard.

Question 2

Do I need a maintenance plan to use BugShield?

Accepted Answer

No. You can create a free account, add your site, and pay per fix. Maintenance plans add monitoring, backups, included fixes, and subscriber support.

Question 3

Is BugShield only for WordPress?

Accepted Answer

Yes. BugShield is built specifically for WordPress and WooCommerce sites. Our developers, monitoring, and backups are all designed around how WordPress works.

Question 4

How does the Password Vault work?

Accepted Answer

Vault items are encrypted and tied to your site, not your user account. When a developer needs access, they request credentials through BugShield and every redemption is logged.

Question 5

What counts as one bug fix?

Accepted Answer

A single reported issue with a clear resolution, like a broken checkout, an error page where your site should be, or something looking wrong on the page. If a request turns out to be several unrelated problems, your developer will tell you up front before any extra charge.

Question 6

Can I switch between Shield Light and Shield Pro?

Accepted Answer

Yes, upgrade from your dashboard at any time. Upgrades apply straight away. If you need to move from Pro to Light, changes take effect from your next billing date.

Question 7

Do plans cover multiple sites?

Accepted Answer

Plans are per website, since backups, monitoring, and fixes all belong to a single site. You can hold different plans on different sites under one account, and switch between them any time.

Question 8

What is your refund policy?

Accepted Answer

If we cannot fix a one-off issue, you get a full refund. Subscriptions can be cancelled any time and remain active until the end of the paid period.

Question 9

What is included in a one-off bug fix?

Accepted Answer

One dedicated bug fix with developer chat and Password Vault access. You describe the issue, get a confirmed quote, and a BugShield developer works until it is resolved. No subscription required.

Question 10

Do I get a quote before paying?

Accepted Answer

Yes. Use the quote wizard on the One-off Task page to pick your issue type and see the exact price, or describe your problem when you sign up. You only pay once you have confirmed the quote.

Question 11

What if you cannot fix it?

Accepted Answer

You get a full refund. We will always be honest if something is outside what we can resolve, before or during the fix.

Question 12

Can I upgrade to a maintenance plan later?

Accepted Answer

Absolutely. Many owners start with a one-off fix and move to Shield Light or Shield Pro once they see how it works. Your account, Vault, and site history carry over.

Question 13

What happens if I use both fixes before the month ends?

Accepted Answer

You can submit additional fixes at one-off rates, or upgrade to Shield Pro for unlimited fixes. Your developer will let you know the options before any extra charge.

Question 14

Do unused fixes roll over?

Accepted Answer

No. Your two included fixes reset at the start of each billing month. If you regularly need more than two, Shield Pro is likely the better fit.

Question 15

Is the WordPress plugin required?

Accepted Answer

Yes, for monitoring and backups. The plugin connects securely to BugShield and lets us check your site from the inside. One-off fixes do not require it.

Question 16

Can I cancel any time?

Accepted Answer

Yes. Cancel from your billing settings and your plan stays active until the end of the paid period. No lock-ins or cancellation fees.

Question 17

Does unlimited really mean unlimited?

Accepted Answer

Yes, for legitimate bug fixes on your site. Each request should be a distinct issue. If a single request turns out to be many unrelated problems, your developer will discuss it with you, the same as on any plan.

Question 18

How fast is the 1 hour response?

Accepted Answer

A developer will acknowledge and begin working on critical fix requests within one hour during support hours (9 AM to 5 PM GMT). Emergencies outside those hours are still monitored, with best-effort response.

Question 19

Can I downgrade to Shield Light?

Accepted Answer

Yes, any time from your billing settings. Downgrades take effect from your next billing date. You keep Pro benefits until then.

Question 20

Is Shield Pro worth it for a small blog?

Accepted Answer

Probably not. Shield Light at £99 a month is designed for lower-traffic sites that need monitoring and occasional fixes. Shield Pro makes sense when downtime or frequent bugs have a real cost.

Question 21

What is included in a maintenance plan?

Accepted Answer

Both Shield Light and Shield Pro include 24/7 monitoring, cloud backups, an activity log, subscriber support chat, and plan-included bug fixes. Pro adds unlimited fixes, daily backups, on-demand backups, malware prevention, and priority support.

Question 22

Why do I need the WordPress plugin?

Accepted Answer

The BugShield plugin connects your site to our platform so we can run uptime checks, collect backup data, monitor file integrity, track plugin health, and run security scans on Pro plans.

Question 23

Does support chat use my fix allowance?

Accepted Answer

No. Subscriber support is for general questions, access coordination, and plan help. It does not count against your monthly bug fix allowance.

Question 24

Can I mix plans across sites?

Accepted Answer

Yes. Each site has its own subscription. You might run Shield Light on a blog and Shield Pro on a WooCommerce store under the same account.

Frequently asked questions