What we support

We provide support for all officially released GravityKit products. Whether you need help getting started, have a question about how something works, or run into an issue you can’t figure out, we’re here to help.

This includes:

• Answering questions about features and configuration options
• Troubleshooting problems with our plugins
• Helping you understand if what you’re trying to do is possible
• Pointing you to the right documentation or suggesting a different approach when needed

Pre-sale questions

Thinking about GravityKit but not sure where to start? We’d love to hear about your project. Whether you have a quick question or want to talk through your requirements, our team is happy to help you figure out if we’re the right fit.

For larger or more complex projects, GravityKit founder Zack Katz offers free consultations to discuss your needs and help you plan. Book a consultation.

What falls outside our scope

Gravity Forms itself

GravityKit extends Gravity Forms, but Gravity Forms is a separate product made by a different company. Questions about the following are best directed to the Gravity Forms team:

• Creating forms or configuring form fields
• Notifications, confirmations, or conditional logic within the form
• Gravity Forms licensing, updates, or core issues
• Add-ons made by Gravity Forms or other Certified Developers

You can reach them at gravityforms.com/support.

Custom code development

We provide documentation on hooks and filters for developers who want to extend our plugins. However, writing custom code for individual projects falls outside what our support team can offer. This includes:

• Custom PHP beyond what’s covered in our documentation
• CSS customizations for specific designs
• JavaScript modifications
• Functionality that doesn’t currently exist in our plugins

For these needs, we recommend working with a developer. We’ve partnered with Codeable, where you can hire vetted GravityKit experts.

Project implementation

While we’re glad to guide you on how to use our tools, building complete projects falls outside our support scope. This includes:

• Creating forms in Gravity Forms
• Building and configuring Views for you
• Setting up your complete workflow
• Designing your website or pages

Our documentation and tutorials cover many common setups and can help you get started.

Complex or highly customized environments

We’ll always do our best to help troubleshoot issues, though we may not be able to fully resolve problems in heavily customized environments, such as:

• Themes with significant custom code
• Setups with custom code that modifies WordPress or Gravity Forms behavior

In these situations, we’ll investigate as far as we can and share what we find. If the issue requires deeper analysis, we may suggest working with a developer who can review your full environment.

Working well together

When something isn’t working

WordPress sites have many moving parts: themes, plugins, hosting, caching, and custom code all interact in ways that can sometimes cause unexpected behavior. Here’s how we typically work through issues together:

1. If it’s a bug in our plugin: Issues we can reproduce with just our plugins and Gravity Forms are absolutely our responsibility, and we’ll work to resolve them.
2. If it’s a conflict with another plugin or theme: We’ll do our best to help identify what’s causing the conflict. While fixing third-party code is outside our scope, pinpointing the source can help you take the next steps.
3. If custom code is involved: We’re happy to explain what we’re seeing, though modifying custom code is generally best handled by a developer familiar with your specific setup.

Tips for smoother support

• Share what you’re trying to accomplish: Understanding your goal often helps us suggest better solutions than the specific approach you might be troubleshooting.
• Test for conflicts: Testing with a default theme and only Gravity Forms + GravityKit plugins active helps identify whether the issue originates with our plugin or elsewhere. How to test for conflicts.
• Grant support access when helpful: When we need to see the issue firsthand, temporary site access makes diagnosis much faster. How to grant support access.
• Keep conversations focused on one issue: Addressing separate issues in separate conversations helps us give each one proper attention.
• Check the documentation: Many questions are already answered at docs.gravitykit.com. You might find your answer right away.

Questions about this policy?

If anything here is unclear, please don’t hesitate to contact us. We’re always happy to clarify.