Before you write
If the site shows signs of compromise, change your hosting and email passwords first, then read hacked site recovery before changing anything else.
What to put in the message
The form has three boxes, and the middle one carries the weight. Put as much of this into it as you can.
- What you can see, quoted exactly, including any error text.
- When it started, and what changed shortly before that.
- Whether money is involved: are orders failing, or were payments taken.
- Your host, if you know it, and whether you can still reach the dashboard.
- Who else has access, including other agencies or former contractors.
In the first box, paste the exact page rather than the home page. If checkout is failing, the checkout URL tells us more than the domain does.
What the form sends
Submitting the form sends an email to DuePress with the three things you entered: the site address, your description, and your email address. The address you give is used as the reply address, and it becomes the subject line so the thread is easy to find later. Nothing else is collected by the form, and the submission is not stored in a database on this site.
If the page reports that sending failed, the message did not go anywhere. In that case do not assume it was received.
What happens next
The first step is a fit check, which decides whether the problem is something DuePress should take on. It happens before any access, and the answer may be no.
Where the answer is yes, diagnosis comes next, then an agreed scope and price before any implementation. That full sequence is published under how the work runs, and the access rules under access and security.
No response time is promised anywhere on this site, because none is currently measured. Treat this form as a way to start a conversation, not as an emergency alarm.
If it is genuinely urgent
While you wait, the most valuable thing you can do is stop changing things. Specifically, avoid deleting files, running an unfamiliar repair tool, or triggering a one-click restore until the risk to newer orders is understood.
The containment steps are set out under urgent WordPress help, and they apply whether or not anyone has replied yet.
If you would rather try first
Not every fault needs paid help. For a non-urgent problem on a site that is still running, the WordPress troubleshooting documentation covers the standard first checks, and the community forums cost nothing.
Paid work earns its place when the site is down, money is moving, evidence needs preserving, or somebody has to be accountable for the outcome.
Before you commit
Read the service scope to see what is declined, and how pricing works to see how a number is reached. For background on the service itself, see WordPress support. How your submission is handled is described in the privacy policy.