Support and Download Access

Support Access

Support access is specific to your ExpressionEngine.com account. In order to receive Technical Support, you must have Download Access for at least one ExpressionEngine license on your account.

Download access

For ExpressionEngine 2, you will have one year of Download Access to the version you purchased. When you upgrade your license, it restarts the year beginning with the date of your upgrade purchase.

Until December 31st, 2010, an ExpressionEngine 2 Non-Commercial and Commercial license purchase will also give you Download Access to ExpressionEngine 1.x. so that you can start with ExpressionEngine 1.x and upgrade to ExpressionEngine 2 at your convenience. You may use ExpressionEngine 2 or ExpressionEngine 1 with this special license exemption, but not both concurrently in a live environment.

ExpressionEngine 1.x licenses that are not upgraded to ExpressionEngine 2 will use Download Accounts. An ExpressionEngine 1.x Download Account gives you Download Access for one year. You can renew the Download Account for a small fee for another year of ExpressionEngine 1.x Download Access. If you do not have an ExpressionEngine 2 license, you must have an Active Download Account to receive Technical Support for ExpressionEngine 1.x.

Support Request Handling

Support requests are answered in the order that they are received. Our goal is to have a first response to all threads within one business day of posting time.

ExpressionEngine 2 Technical Support

Support for ExpressionEngine 2 is handled exclusively in the ExpressionEngine 2 Technical Support Forum.

Our dedicated Technical Support Specialists and our development team monitor these forums and will help resolve any posted issues as quickly as possible. Please read the Getting Help section of the User Guide before posting a support request.

Starting with ExpressionEngine 2.1 your purchase will entitle you to one year of technical support access. You can reset the year by purchasing a paid upgrade.

Owners of ExpressionEngine 2.0 Public Beta will receive a full year of support starting on July 12, 2010.

Please note that you need to be logged in with the same account that was used to purchase ExpressionEngine in order to post.

Developers working on ExpressionEngine sites needing support

If you are a developer working on a client's site and need technical support access do the following to get access to the Technical Support Forums:

1. Register for an ExpressionEngine.com account.
2. Email sales your ExpressionEngine.com account user name and the license number of the site you are working on.
3. We will update your account so you can access The Technical Support Forums. You will receive a confirmation email when your account has been updated.

ExpressionEngine 1 (Paid licenses) Technical Support

Support for paid versions of ExpressionEngine 1.x is handled exclusively through our Technical Support Forum. Our dedicated Technical Support Specialists and our development team monitor these forums and will help resolve any posted issues as quickly as possible. Please read the Getting Help section of the User Guide before posting a support request.

Only those with active downloads can receive technical support for ExpressionEngine 1 licenses.

ExpressionEngine (all versions) Bug Reports

If you have a bug to report please use the ExpressionEngine Bug Tracker.

EngineHosting Support

If you are a EngineHosting client in need of support, please visit the EngineHosting Support Page

Login Details

During the support process an ExpressionEngine Technical Support Specialist may ask for access to your FTP, MySQL, and/or ExpressionEngine installation. The TSS will always ask you to submit this sensitive information via a secured web form that has the same protections as the ExpressionEngine Store. They will send the URL to this form to you via email or PM.

Community Involvement, Helping Others

Community members are encouraged to help one another. Many enjoy doing so, switching roles from being a new user asking questions, to becoming an ExpressionEngine expert and answering them. This has long been a hallmark of the ExpressionEngine community, and we welcome you to join in these ranks!

In order to best assist new users and those having serious technical issues, the moderators may from time to time hide a community member's reply to a support thread that they deem as being off-topic or having the potential to confuse the user or hinder the troubleshooting process. If this happens to you, please do not take offense; your reply in these instances has only been collapsed and not deleted, so if the user or others are interested, they may still read your reply.

Though we want people to help each other, never ask for someone's login information. This is considered "bad manners." Posts asking for login information will be edited, deleted, or submarined without notice, and repeated occurrences may result in being banned.

Community Support Resources

Our Community page is your official introduction to the thriving world of ExpressionEngine, starting with our Community Partners.

3rd Party Add-on Support on the Forums

There are a number of 3rd party developers who support their ExpressionEngine Add-ons directly in the ExpressionEngine Community Forums. If you are such a developer, do not publicly request someone's login. If you need a person's login details contact them privately through Private Message or email.

If you are a user of a 3rd party ExpressionEngine Add-on be very careful when giving out sensitive information such as login details. It is your responsibility to verify the identity of the person requesting such information and you assume all risk associated with giving that information to a 3rd party. EllisLab is not responsible for what 3rd parties do with your information.