We are here to help. For questions relating to technical support, sales enquiries and general issues.
Support
Frequently asked questions
TOP 10 Support questions – please check them out, before submitting a new ticket.
I can’t log in to my account on relevanssi.com
You should have received an account activation email after your purchase. Please check your spam or junk folder first. If you still can’t find it, contact us at support@relevanssi.com and we will resend the activation link immediately.
I get the error “Key xxxxxx is not valid” when indexing attachments
Our servers synchronize license keys once per hour. Please wait up to 60 minutes and try indexing again. In most cases the error resolves automatically within that time.
I get an activation error when trying to activate Relevanssi Premium
This usually happens when the free version of Relevanssi is still active. Please deactivate the free version first, then activate the Premium version. After successful activation you can safely uninstall the free version.
Do you offer a free trial version?
We do not offer a trial version of Relevanssi Premium. However, we provide a 30-day money-back guarantee. You can purchase the plugin, test it thoroughly for a full month, and request a refund if it doesn’t meet your expectations.
What happens if I don’t renew my annual license?
Your existing installation will continue to work with the last version you downloaded. However, you will no longer receive updates, new features, or priority support after the license expires.
Do you offer refunds?
Yes. We offer a 30-day money-back guarantee. If you are not satisfied with Relevanssi Premium, you can request a full refund within 30 days of purchase. No questions asked.
My searches are very slow. What can I do?
Slow search performance is often caused by large databases or server configuration. Please follow our detailed debugging guide which includes index optimization, server settings, and common performance bottlenecks.
Having problems with searching in general?
Please go through our comprehensive troubleshooting checklist first. It covers the most common issues such as indexing problems, permission errors, theme conflicts, and caching issues.
Can I transfer my license to another person or website?
License transfers are possible but require our prior written approval. Please contact support@relevanssi.com with your license key and the new owner’s details. We will handle the transfer manually.
Where can I get help if I have a problem?
Active license holders have access to our priority support form below. Simply scroll down and you will find the support form once you are logged in and your license is active. We aim to respond within 48 business hours.
Have questions? We’re happy to help!
If you have an active premium account and are logged in, a support contact form will appear here. Please post your questions at the WordPress.org support forum if you don’t have a support account. We monitor the forum and we will answer questions posted there as soon as possible.
How to save time and get better results
Instead of telling us, “X doesn’t work”, please be more specific. Please tell us what you expect to happen and what happens. That’ll save us time because that will be our first question.
If you’re having problems with the search results, please put your search results template (usually in the file search.php in your theme folder) in a Pastebin and mention the link with your question to speed up the process of solving your problem.
Feel free to ask questions in English, German or Finnish.