Need help with FlatSearch.Pro?
Tell us what happened, send the right details, and we can help faster.
FlatSearch.Pro has many search modules: speed, accuracy, design, results page, Guided Answer Search, Cloudflare, cache, images, and troubleshooting tools. This page helps you contact us clearly.
Send a Debug Report + HAR file
For speed, image, and search result issues, the best support message includes your plugin version, active modules, Debug Report, and a browser HAR file.
What do you need help with?
Pick the closest topic so we can understand your issue quickly.
Search speed
Fast Index, Cloudflare Fast Search, cache HIT/MISS, preload, slow query, server timeout, or search request timing.
Search accuracy
Better Word Matching, Typo Fix, first-letter search, price words, Page & Blog Search, or missing products.
Search design
Dropdown layout, product images, broken images, small image guard, background dimmer, mobile popup, or popular searches.
Guided Answer Search
Answer cards, editable suggested titles, selectable products, add selected products to cart, or answer-card admin fields.
Results page
Full search results page sorting, search cleanup mode, in-stock first, out-of-stock behavior, or View More results.
Compatibility
Flatsome, WooCommerce, Cloudflare, Redis/Object Cache, FlyingPress, WP Rocket, LiteSpeed, delayed JavaScript, or theme conflicts.
Contact FlatSearch.Pro support
Use this form for technical support, sales questions, license help, compatibility questions, or bug reports.
- For technical issues, include your Debug Report.
- For speed issues, include a HAR file or timing screenshot.
- For search result issues, tell us the exact search word.
- For image issues, include one affected product URL.
- For purchase issues, include the Freemius account email.
Support form
Replace the placeholder below with your real Flatsome / WordPress form shortcode.
Example shortcode:
[contact-form-7 id="123" title="FlatSearch.Pro Support"]
[fluentform id="1"]
[wpforms id="123"]
The right details help us fix faster.
If we can see the same problem you see, we can understand it faster.
| Problem type | Please send | Why it helps |
|---|---|---|
| Search is slow | HAR file, search keyword, Fast Index status, Cloudflare HIT/MISS, Debug Report. | We can see timing, route, cache, and whether WordPress or Cloudflare answered. |
| Wrong or missing results | Exact keyword, expected product URL, screenshot, active accuracy modules. | We can check matching logic, typo handling, first-letter search, and product recall. |
| Broken or large images | Screenshot, affected product URL, image URL if possible, active image modules. | We can check Better Search Images, Small Image Guard, thumbnails, and cache. |
| Guided Answer issue | Answer card title, alias keyword, selected products, screenshot of the card. | We can check whether the card is saved, triggered, and rendered correctly. |
| Admin setting issue | Screenshot of the setting, what you clicked, what did not save, browser console error if any. | We can check AJAX saving, tab UI, permissions, and plugin conflicts. |
| Purchase or license issue | Freemius account email, plan name, order/license info if available. | We can identify the account and check license activation safely. |
How to send a Debug Report and HAR file.
These two files show what your browser and server are doing during search.
Create a Debug Report
Go to FlatSearch.Pro → Tools & Reports, then create a Debug Report.
- Plugin version
- Active modules
- Fast Index status
- Cloudflare/cache status
- WordPress/WooCommerce environment
Record a HAR file
Open browser DevTools → Network tab, search the problem keyword, then export the HAR file.
- Shows request timing
- Shows route like /?fsp&q=keyword
- Shows cache headers
- Shows broken image requests
- Shows JavaScript or AJAX issues
Try these before sending a ticket.
Many search problems are caused by cache, old browser data, or an index that needs rebuilding.
Clear cache
Clear Redis/Object Cache, page cache, FlyingPress/WP Rocket/LiteSpeed cache, and Cloudflare cache.
Rebuild Fast Index
If product results look outdated or missing, run Rebuild Product List Now once.
Test in Incognito
Incognito helps check if the issue is caused by old browser cache or localStorage.
Regenerate thumbnails
If some product images are missing or grey, WordPress thumbnails may need regeneration.
Test one module at a time
Turn off non-essential modules, test, then turn them back on one by one.
Write the exact search word
Tell us the exact word that failed, such as “glenlivet”, “gift guide”, or “iphone under 500”.
What support can help with.
Clear scope helps everyone save time.
We can help with
- FlatSearch.Pro settings and module behavior.
- Fast Index Engine setup and rebuild questions.
- Cloudflare Fast Search and cache behavior.
- Dropdown image safety and broken search images.
- Guided Answer Search setup and display problems.
- Compatibility checks with Flatsome, WooCommerce, cache plugins, and delayed JavaScript.
- Bug reports, debug reports, and HAR investigation.
Usually not included
- Custom theme redesign unrelated to search.
- Building custom WooCommerce features outside FlatSearch.Pro.
- Fixing unrelated server, hosting, or third-party plugin bugs.
- Writing all product data, titles, or full store content.
- Permanent admin access management or unrelated security cleanup.
Sales, license, and Freemius help.
Contact us if you are not sure which plan to choose or need help after purchase.
Before buying
Ask about pricing, features, plan differences, live demo, compatibility, or whether FlatSearch.Pro fits your store.
License activation
Ask for help if your Freemius license cannot activate, your site limit looks wrong, or your account email is not found.
Billing questions
Ask about trial, renewal, invoices, upgrade, downgrade, cancellation, or refund policy.
Simple support questions.
What is the fastest way to get support?
Send your Debug Report, HAR file, exact search keyword, screenshots, and what you expected to happen.
Should I send my WordPress password?
No. Do not send passwords in the form. If admin access is needed, create a temporary support user and remove it after the issue is fixed.
What if search works in Incognito but not my normal browser?
That usually means old browser cache or localStorage is involved. Clear browser cache and test again.
What if Cloudflare still shows old search results?
Purge Cloudflare cache and also clear WordPress page cache and object cache. Then test the same keyword again.
What if dropdown images are broken?
Turn on Better Search Images and Small Image Guard, clear cache, and send us the affected product URL if the problem remains.
What if Guided Answer Cards do not show?
Check that Guided Answer Search is on, the card is published, aliases are saved, and the suggested search topic matches the card trigger words.
Can support help me choose the best settings?
Yes. Tell us your store size, hosting, cache plugin, Cloudflare status, and which search problem you want to solve first.
Send the right details and we can help faster.
For best results, include your Debug Report, HAR file, exact search word, screenshots, and what you expected to happen.