Troubleshooting3 min read

Contact support

Learn when to contact Banaslap support and what information to include so we can help you faster.

Contact support

If you cannot solve an issue using the documentation, you can contact Banaslap support for help.

To help us understand the problem faster, include the right information from the beginning.

When to contact support

Contact support if:

your Banaslap Studio license does not activate;
your subscription is active but your plugin says inactive;
Stripe checkout fails across your store;
a completed payment does not create customer access;
downloads are missing after purchase;
license documents are not generated correctly;
membership access does not match the customer subscription;
a Private Drop or VIP Early Access rule does not work as expected;
your WordPress site cannot connect to the Banaslap API.

Before contacting support, check the relevant troubleshooting guide if one exists.

What to include

When contacting support, include:

your Banaslap account email;
your WordPress site URL;
your Banaslap Studio plan;
the page where the issue happens;
the action you were trying to perform;
the exact error message if one appears;
whether the issue affects one beat or the entire store;
whether the issue started after a recent change.

The more precise your message is, the faster support can help.

For license issues

If the problem is related to license activation, include:

your account email;
your WordPress site URL;
whether this is a new installation or a site move;
whether the license was previously activated elsewhere;
the error message shown in Banaslap Studio.

Do not send your password or private server credentials.

For payment issues

If the problem is related to Stripe or checkout, include:

the affected beat or membership;
the license option selected;
whether Stripe shows a successful payment;
whether an order was created;
whether the customer received access;
the customer email if relevant.

Do not send your Stripe secret key or webhook secret.

For download or license document issues

If the problem is related to files or license documents, include:

the beat title;
the license selected;
the order or customer involved;
which file is missing;
whether automatic license generation is enabled;
whether No License mode is active.

This helps support identify whether the issue comes from file access, order status, or license configuration.

For membership issues

If the problem is related to memberships, include:

the membership plan name;
the customer email if relevant;
the Stripe subscription status;
whether the membership is active, past due, cancelled, or incomplete;
which content the customer should access;
which content is missing or incorrectly visible.

Membership issues often depend on subscription status and access rules.

What not to send

Never send:

your password;
your Stripe secret key;
your webhook secret;
your database password;
your hosting control panel password;
private server credentials;
full customer payment details.

Support will never need your private passwords to investigate standard account, license, checkout, or access issues.

Response time

Support response time may depend on your plan, issue complexity, and current support volume.

Critical issues affecting checkout, license activation, or customer access should include as much detail as possible so they can be reviewed faster.

Best practice

When reporting an issue, write one clear message with:

what you expected to happen;
what actually happened;
the exact page or feature involved;
the error message;
the steps to reproduce the issue.

This makes it easier to investigate and avoids unnecessary back-and-forth.

Troubleshooting3 min read

Contact support

Learn when to contact Banaslap support and what information to include so we can help you faster.

Contact support

If you cannot solve an issue using the documentation, you can contact Banaslap support for help.

To help us understand the problem faster, include the right information from the beginning.

When to contact support

Contact support if:

your Banaslap Studio license does not activate;
your subscription is active but your plugin says inactive;
Stripe checkout fails across your store;
a completed payment does not create customer access;
downloads are missing after purchase;
license documents are not generated correctly;
membership access does not match the customer subscription;
a Private Drop or VIP Early Access rule does not work as expected;
your WordPress site cannot connect to the Banaslap API.

Before contacting support, check the relevant troubleshooting guide if one exists.

What to include

When contacting support, include:

your Banaslap account email;
your WordPress site URL;
your Banaslap Studio plan;
the page where the issue happens;
the action you were trying to perform;
the exact error message if one appears;
whether the issue affects one beat or the entire store;
whether the issue started after a recent change.

The more precise your message is, the faster support can help.

For license issues

If the problem is related to license activation, include:

your account email;
your WordPress site URL;
whether this is a new installation or a site move;
whether the license was previously activated elsewhere;
the error message shown in Banaslap Studio.

Do not send your password or private server credentials.

For payment issues

If the problem is related to Stripe or checkout, include:

the affected beat or membership;
the license option selected;
whether Stripe shows a successful payment;
whether an order was created;
whether the customer received access;
the customer email if relevant.

Do not send your Stripe secret key or webhook secret.

For download or license document issues

If the problem is related to files or license documents, include:

the beat title;
the license selected;
the order or customer involved;
which file is missing;
whether automatic license generation is enabled;
whether No License mode is active.

This helps support identify whether the issue comes from file access, order status, or license configuration.

For membership issues

If the problem is related to memberships, include:

the membership plan name;
the customer email if relevant;
the Stripe subscription status;
whether the membership is active, past due, cancelled, or incomplete;
which content the customer should access;
which content is missing or incorrectly visible.

Membership issues often depend on subscription status and access rules.

What not to send

Never send:

your password;
your Stripe secret key;
your webhook secret;
your database password;
your hosting control panel password;
private server credentials;
full customer payment details.

Support will never need your private passwords to investigate standard account, license, checkout, or access issues.

Response time

Support response time may depend on your plan, issue complexity, and current support volume.

Critical issues affecting checkout, license activation, or customer access should include as much detail as possible so they can be reviewed faster.

Best practice

When reporting an issue, write one clear message with:

what you expected to happen;
what actually happened;
the exact page or feature involved;
the error message;
the steps to reproduce the issue.

This makes it easier to investigate and avoids unnecessary back-and-forth.