Using Subscriber Support
Updated 1 September 2026
Shield Light and Shield Pro include a site-specific support conversation with the BugShield team. Use it for questions, access coordination and plan help that do not need a formal fix request.
Good uses for subscriber support
- Ask what a monitoring alert or backup status means.
- Coordinate access or explain a planned site change.
- Ask which Vault item the team needs.
- Ask questions about your plan or where to find billing information.
When to create a fix request
If you want a developer to diagnose and fix a specific WordPress problem, create a Fix Request. This creates a dedicated place to track the work, share files and follow updates through to completion.
Support does not use fix allowance
General subscriber support messages do not consume Shield Light’s monthly fixes. Hands-on development should be submitted as a fix request so the work has a clear scope and status.
Keep the conversation site-specific
Each website has its own support conversation. If you manage more than one site, choose the website from the workspace selector before opening Support. Messages and shared files will then remain linked to that website. Managing Multiple Sites explains which information stays with each workspace.
Common questions
Frequently Asked Questions
Who can use subscriber support?
It is available for sites with an active Shield Light or Shield Pro subscription.
Does a support message use one of my fixes?
No. General support does not consume fix allowance.
Can the team fix a bug directly from support chat?
Hands-on work should be moved into a Fix Request so it has clear scope, status and coverage.
Is support shared across all my sites?
The conversation follows the active site workspace, helping keep each site's context and files separate.