Plugin Support
PublisherKits
ExcerptBuilder
WordPress plugin for drafting and backfilling post excerpts with AI.
We aim to respond to all tickets within 2 business days, Monday to Friday.
Step 1 — Before you submit
Check the documentation first
Most issues are covered in the documentation. Check these resources before submitting a ticket.
DOCUMENTATION & FAQS
Full setup guides and FAQ.
COMMON ISSUES
Quick fixes for generation, connectors and Bulk Fill.
ACCOUNT & BILLING
Licence management, subscription, cancellation, invoices and moving licences.
Step 2 — Common issues
Common Issues
If the documentation didn’t resolve it, check these known issues and fixes.
"No AI provider is available"
The core AI Client is missing (WordPress below 7.0) or no connector has both a key set and its provider plugin active. Fix it at Settings then Connectors: install and activate a provider plugin and enter its key, then re-check the Setup tab - Status should read "Ready".
Generation fails only when strict mode is on
If Strict mode is enabled and the server answers with a different model than requested, the request is rejected. Turn strict mode off, or set the Custom model override to an exact discovered model ID.
Bulk Fill seems to stall or skip posts (Pro)
Bulk Fill runs in batches of five or fewer to avoid PHP timeouts; a post that fails is excluded from the remaining count so the run can finish. Re-open the Fill tab to resume, and check the per-post log for the reason.
Auto-drafts never appear after publishing
Auto-draft runs on a short delayed WP-Cron event, not inline. If WP-Cron is disabled or blocked, drafts will not generate - verify cron is running, and confirm "Excerpts at publish" is enabled and a provider shows Ready.
Step 3 — Still need help?
Submit a Support Ticket
This form is for paid licence holders - Personal and Pro plans. Free plan users please post support requests via the WordPress.org support forum.
Complete the form below. The pre-flight checklist and site info help us resolve your issue without unnecessary back-and-forth. Your submission creates a support account you can log into at bwtlsupport.com/support-portal to track your ticket.