Plugin Support
PublisherKits
NewsDesk Manager
Turns press releases, newsroom feeds and an editorial inbox into a ranked shortlist, with reuse rights checked on every item.
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.
Fetch now is missing, or a feed will not fetch
Fetch now appears only when a source is active and has a current republish confirmation - a source whose feed URL changed after it was confirmed is saved inactive until you confirm again. When a fetch fails, the Sources tab shows Last fetch failed with the reason: blocked, missing feed, server error, or a web page rather than a feed.
The mailbox will not connect
Use Test connection on the Sources tab - it reports what failed. The mail server name must match the server's certificate. Microsoft 365 does not accept password logins: forward that mailbox to one on your web host. A saved password that "cannot be read" means the site's security keys changed - enter it again.
Every score says Rules-only
AI judgement is off by default. Tick Use AI judgement in NewsDesk Settings; it needs WordPress 7.0 or later and an AI provider at Settings → Connectors. Test AI then confirms it works. With Strict ticked, the model must be one your provider actually offers.
AI drafts, combined stories or extra mailboxes are missing
Those are NewsDesk Pro. They appear once your Pro licence is activated on the site, and use the AI provider you connect in WordPress. Everything in the free plugin keeps working without a licence.
Step 3 — Still need help?
Submit a Support Ticket
This form is for NewsDesk Pro licence holders. Free plugin users please post support requests in the WordPress.org support forum, or ask the Help assistant on any NewsDesk screen.
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.