How to contact DuePress
Use the contact form. The same address handles new problems, questions about work already under way, and security reports.
Alternatively, the get help form sends to the same place and prompts you for the useful details. Use whichever you prefer; there is no separate queue behind one of them.
What DuePress does not publish
No telephone number, no live chat, no staffed hours, and no response-time commitment appear anywhere on this site. None of those is currently measured or staffed, so publishing one would be a promise rather than a fact.
Consequently you should treat email as the only supported route, and you should not assume anyone is watching it at a particular hour.
Something is broken
Include the site address, exactly what you can see, when it started, and what changed shortly before. If money is involved, say whether orders are failing or payments were taken.
For a suspected compromise, change your hosting and email passwords first, then read hacked site recovery. The containment guidance under urgent WordPress help applies immediately, before anyone replies.
Work already under way
Reply on the existing email thread rather than starting a new one. That keeps the history, the agreed scope and the written record together, which matters when a question comes back weeks later.
Security reports
If you believe you have found a security problem affecting this site, email the same address with the detail and please do not publish it first.
To be plain about the limits: this is a single published address, not a dedicated disclosure programme, and no bounty, triage timetable or acknowledgement window is offered.
Never send these
Passwords, API keys, private keys, database dumps and card details do not belong in email. A safe process will not ask you for them in a first message, and DuePress will not.
Access is arranged separately, at the lowest level the work requires, once scope has been agreed. The rules are published under access and security.
If you would rather investigate first
Sometimes the fastest answer is your own. The WordPress troubleshooting documentation covers the standard first checks, and running them costs nothing but a few minutes.
Where those checks do not settle it, the description you produce while running them is exactly what makes a good first message. Notably, “I tried X and Y and the error changed to Z” is far more useful than “it is broken”.
Before you write
Reading the service scope first can save a wasted exchange, because it lists the work DuePress turns down. How pricing works explains how a number is reached, and WordPress support covers what is actually worked on. What happens to the details you send is described in the privacy policy.