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Support Workflow

Use this page to gather the right details before contacting Skelementor support or opening a public issue.

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Start Here

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Official Support Channels

GitHub Issues

Report reproducible bugs and request features.

WordPress.org Forums

Ask community questions and review existing support threads.

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Direct Support

  • Email: support@skelementor.com
  • Response Time: 24-48 hours
  • Best For: Account-specific questions, troubleshooting details, and follow-up after reproducing an issue

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Before You Escalate

Gather the basics before handing the issue to another person or team.

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Environment Details

  • WordPress version
  • Elementor version
  • PHP version
  • Plugin version
  • Whether Atomic Editor (Atomic Elements) is enabled
  • Whether Variables is enabled

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Import Context

  • What you were importing: the Skelementor Preset, a reduced custom sample, variables, or both
  • Approximate number of classes or variables in the batch
  • Whether the site already had existing global classes or variables
  • Exact error message or validation failure

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Evidence to Collect

  • Steps to reproduce the issue
  • Screenshots or screen recordings
  • Relevant server or browser console errors
  • A reduced CSS sample that still reproduces the problem

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Basic Triage Steps

1

Clear caches

Clear Elementor cache and refresh the editor before assuming the import failed.
2

Check feature flags

Confirm Elementor v4 and the Atomic Editor (and Variables, if you use tokens) are enabled.
3

Retry with a small batch

Reduce the import to a small, known-good subset to isolate whether the issue is data-specific.
4

Test in a clean layout

Apply the imported classes on a simple atomic element to verify whether the issue is import-time or render-time.

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When to Contact Skelementor Support

Escalate the issue when:
  • the plugin cannot activate
  • imported classes are missing from Elementor after a reported success
  • frontend and preview class states drift apart
  • variables import but references are broken inside classes
  • the editor UI limit and the actual API behavior do not match
  • duplicate IDs, collisions, or override behavior create unexpected results

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What to Send With an Escalation

  • environment versions
  • the exact import payload or reduced sample
  • expected result versus actual result
  • whether the issue reproduces on a second site
  • any relevant screenshots, logs, or recordings

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Where to Send It

  • Use GitHub Issues for bugs, feature requests, and reproducible import issues
  • Use WordPress.org support for plugin-user questions
  • Use support@skelementor.com when you need direct follow-up with the Skelementor team

Common Errors

Troubleshoot class conflicts, bad values, and re-import issues.

FAQ

Review common setup and usage answers.