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Email support

support@daftplug.com

Plugin support forum

For the free version.
If your site is currently down or mid-restore, say so in the first line. That changes how a request is triaged.

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Before you write

Troubleshooting

Stalled jobs, failed restores, lockouts, and missing backups.

FAQ

Archive size, migrations, storage scopes, and licensing.
Two things resolve most reports:
1

Read the backup's activity log

It records each stage of the job and the reason anything failed. Almost every question about a specific backup is answered there.
2

If a job looks stalled, open the Backups page and leave it open

Its polling advances the job. Most stalls are a blocked loopback request, not a broken job.

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What to include

1

The activity log for the affected backup or restore

Paste it. This is the single most useful thing you can send.
2

What you were doing

Backup, restore, or migration. For a migration, both the source and destination addresses.
3

Where it stopped

Which stage, and whether the site is currently up, in maintenance mode, or inaccessible.
4

Your hosting

The host, and whether it is shared, VPS, or managed. Disk space available, if you can see it.
5

Your versions

Snapshotify version, WordPress version, PHP version, and whether Pro is active.

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If you are locked out after a restore

Say so explicitly, and include which credentials you have tried. The usual cause is that the users table came from the backup, so the account you were using may not exist or may have a different password. The 30-minute re-login token covers this if you act quickly; after that, the backup’s credentials are the only ones that exist.
If the site is in maintenance mode and you need it back immediately, delete the .maintenance file in your site root. It also expires by itself after 30 minutes.

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Please do not send

Do not email backup archives. They contain your entire database, including user accounts, password hashes, customer records, and orders. Support does not need one, and sending it by email puts it somewhere neither of us controls.
The activity log and a description are enough. If a specific archive genuinely has to be examined, support will arrange a secure way to do it.

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Reporting something that looks like a bug

Narrow it if you can. A backup that fails on one site and succeeds on another tells you it is environmental; the same failure everywhere points at the plugin. The most valuable report is one with the stage it failed at and the log line where it stopped, because that identifies the code path directly.

Feature requests

Send them to the same address. Say what you are trying to accomplish rather than the feature you have in mind.