Plugin Support
PublisherKits
BioBuilder
WordPress plugin for enriching author biographies.
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, shortcode reference 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.
Enrichment didn’t run when I published a post
Check your Serper API key in the BioBuilder settings — enrichment needs a valid key, and the free Serper plan includes 2,500 searches per month. Use the API usage estimator to confirm you have quota left, then re-run the author from the Author Status table using the manual enrichment trigger.
The wrong person was matched, or nothing was found
Very common author names and placeholder email addresses reduce match quality. Check the author’s display name is their full professional name, review the email confidence flag in the Author Status table, and re-run manual enrichment. Pro’s AI match confidence score shows how reliable each result is before it touches your data.
Profile fields aren’t updating
If Draft / Approval Mode (Pro) is enabled, enrichment results wait in the review queue until you approve them — check for pending approvals. The Author Status table also shows each author’s completeness, so you can confirm whether there was anything left to fill in.
AI biographies aren’t generating
Bio drafting is a Pro feature and uses the AI model configured in your WordPress AI connector — make sure the connector is set up with a working API key. The web-search fields (social handles, job title, employer) work on the free tier without it.
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.