Plugin Support
PublisherKits
Insight Engine
Audits your site, scores it, and ranks the fixes that matter most.
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, the free and Pro split, and FAQ.
COMMON ISSUES
Quick fixes for enrichment, matching and API 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.
An audit did not finish
The audit runs as six separate chunks. If one fails it reports which chunk, and the file and line it failed on, rather than failing silently. Re-run it from the Run Audit screen.
The SEO check says no SEO plugin detected
Only Rank Math and Yoast are detected. Any other SEO plugin falls through to that message and the SEO category scores a flat baseline - it is not a fault with your setup.
Strategic analysis is locked
That section needs an AI connection configured under Connections - either the WordPress 7.0 core AI Client, or your own Anthropic, OpenAI or Gemini key. The audit itself works fine without it.
My results disappeared
Audit results are cached for 24 hours and are not kept as history, and there is no export - so scores are not tracked over time. Re-run the audit to regenerate them.
Step 3 — Still need help?
Submit a Support Ticket
Insight Engine Pro is live. This support desk is for licence holders - open a ticket below with your licence email and we will help. The free audit is coming to WordPress.org shortly, and the documentation answers most questions fastest.
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.