A job already in progress
Reply on the existing email thread rather than starting a new one. Consequently the history, the agreed scope, the change record and any open questions stay together in one place.
If you cannot find the thread, use the contact form and include the site address and roughly when the work happened. That is usually enough to locate it.
What to include so nothing is lost
- The site address, since one person often has several.
- What changed since the work closed, including updates and hosting changes.
- Whether the new symptom is the original fault returning or something different.
- Whether anyone else has worked on the site in between.
That last point matters more than it sounds. When several people have touched a site, the sequence of changes is usually the fastest route to the cause.
When a returning fault is new work
A fault that returns is not automatically the same job. For example, if the original entry point was closed and something else has since been installed, that is a new problem with a new cause.
Therefore the honest answer is sometimes that this is fresh work with a fresh scope. Where it is genuinely the same fault recurring, say so plainly and the written record from the first engagement is the starting point.
Billing and account questions
Send these to the same address. No separate billing portal or account area is published, and nothing on this site currently sells a product or takes a payment, so there is no invoice history to log into.
What DuePress support does not include
Closing a job does not create an open-ended support arrangement. Similarly, a completed repair is not a maintenance plan, and it does not cover unrelated faults that appear later.
If you want the standing kind of cover, that is a separate arrangement described under maintenance plans. The boundary is published in the service scope.
Keeping your own copy of the record
The written record from any engagement is yours. Therefore keep it somewhere you control rather than relying on a mailbox search months later.
It is also the document to hand to anyone else who works on the site next, including another provider. For general background on the maintenance practices it usually references, the WordPress upgrade documentation is the standard reference.
If this is a new problem
Start at get help, which prompts for the details that matter, or read WordPress support first if you want to know what is worked on. For a suspected compromise go straight to hacked site recovery, and for checkout or order failures see WooCommerce support.