Support

What to include

The fastest way to a fix is a report that lets the problem be reproduced. Please include:

• Your WordPress and PHP versions and your host (Site Health, Info, has both).
• Whether the site uses Elementor, and which theme.
• What you did, what you expected and what happened instead, with the finding or scan involved. A screenshot of the Strata screen helps.
• For a scan that stopped: the message in the header, and whether your host runs a real cron.
• For a fix or undo: the row from the Activity screen.

Please do not send admin passwords. If a look at the site is needed, a staging copy or a temporary account is the way to do it.

Refunds

Pro has a 14-day free trial with no card, so most questions are answered before any money changes hands. If you bought and Strata is not for you, there is a 14-day refund policy from the date of purchase. Write to support first: the problem is often something that can be fixed or explained, and if not, the refund is issued through Freemius to the card you paid with.

Licences, invoices and renewals

Everything about your purchase lives in your Freemius account: licence keys, which sites they are active on, invoices, the renewal date and cancellation. Deactivate a licence on one site there to use it on another. Cancelling stops the renewal; the licence runs to the end of the year you paid for.

Before you write

The troubleshooting page covers slow scans, a skipped link check, Pro features gone after a re-upload and scheduled scans that do not run. The docs describe every audit area and fix.