Plugin Support
PublisherKits
Engagement Signals
Human-versus-scanner engagement analytics for email publishers.
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, SendGrid wiring and FAQ.
COMMON ISSUES
Quick fixes for webhook wiring, classification and import issues.
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.
SendGrid events are not arriving
Check the webhook URL in SendGrid is exact (it ends /wp-json/publisher-signal/v1/sendgrid/events), that the Signed Event Webhook is enabled, and that the signing key in the plugin matches SendGrid’s verification key. A missing or mismatched key means every event is rejected. Then run the Wiring Check.
My scanner share suddenly jumped
This is often genuine - a new corporate recipient with an aggressive gateway, for example. Use the Event Explorer to see the IPs and agents behind it and Domain Intelligence to check whether they are a known scanning network. The nightly alert rules email you when these jumps are abnormal (recipients are set under PublisherKits - Alerts).
Everything is labelled uncertain
Uncertain means not enough evidence to decide. Enable the confirmation signals - the first-party session beacon in particular - so real humans can be positively confirmed rather than left unscored.
Historical import returned little or nothing
SendGrid only retains message activity for a limited window, so events older than that can no longer be imported. Run Historical Import soon after connecting the webhook, and make sure the Messages API key has Email Activity access.
Step 3 — Still need help?
Submit a Support Ticket
Engagement Signals is a paid plugin, so this support desk is for licence holders. Open a ticket below with your licence email and we will help - most questions are answered fastest by the documentation first.
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.