Plugin Support
PublisherKits
EmailBuilder
Newsletters assembled from your WordPress content, pushed to SendGrid as a draft.
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, link tracking 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.
A build came out empty, or missing a section
Each section resolves from the categories, tags or taxonomy terms you bound it to. If nothing matches in the window, that section renders empty. Check the binding and the item count on the Templates screen, then rebuild the issue.
Push to the ESP failed
SendGrid is the only working ESP integration. Under Settings then Sending you need an API key, a verified sender, and either an unsubscribe group ID or a custom unsubscribe URL. Note the push creates a draft - it never sends to your list.
Links are missing their UTM tags
Only hosts listed under Settings then Tracking and output get tagged. Use Check UTM tags on the issue for a per-link audit. Unsubscribe and preference-centre URLs are deliberately never tagged, and show as grey rather than as an error.
AI copy did not generate
AI needs either an API key (Claude, OpenAI or Gemini) under Settings then AI, or a WordPress 7.0 core AI connector. Without one, Compose falls back to your brief text and says so. Copy you have edited by hand is locked against being overwritten by AI.
Step 3 — Still need help?
Submit a Support Ticket
EmailBuilder is a paid plugin, so this support desk is for licence holders. Open a ticket below with your licence email and we will help. There is no free tier and it is not on WordPress.org.
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.