Contents

Chapter 2. Installation, Updates, and Support
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Getting Support

Before you ask for help, gather:

  • your PaddleSubs, Joomla and PHP versions (the PaddleSubs version is in the Version column of System → Manage → Extensions, and the others in System → System Information);

  • whether it happens in the sandbox, on the live account, or both;

  • the Paddle IDs involved, such as the transaction (txn_...) or customer (ctm_...);

  • the relevant lines of the PaddleSubs log, described in the section called “Reading the Logs”.

Questions about a payment itself (a declined card, a refund, an invoice, tax) are for Paddle: ask Paddle's seller support from your Paddle dashboard. Customers with billing questions can reply to any email Paddle sent them.

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