This guide explains how to get support for CP Live and what information to include when reporting an issue.
Support Channels
ChurchPlugins Support Portal
For premium license holders, submit support requests through the ChurchPlugins support portal. Premium customers receive priority support.
Documentation
Browse the full CP Live documentation for setup guides, configuration options, and troubleshooting steps. Most common questions are covered in the FAQ.
Before Contacting Support
When reporting an issue, gather the following information to help the support team resolve your problem quickly:
Basic Information
- WordPress version
- PHP version
- CP Live version
- Theme name and version
- Other active plugins (especially CP Locations if using multi-location)
Live Stream Details
- Streaming service in use (YouTube or Resi)
- Schedule configuration (days and times)
- Advanced settings (interval, buffers, duration)
- Whether the issue occurs globally or at a specific location
Steps to Reproduce
- Describe what you expected to happen
- Describe what actually happened
- List the steps to reproduce the issue
Common Self-Service Solutions
Before contacting support, try these steps:
- Force Pull: Go to Settings → CP Live → Advanced, check Force Pull, and save to trigger an immediate check
- Clear caches: Clear any page cache, CDN cache, or object cache on your site
- Check credentials: Verify your API keys and service credentials are entered correctly
- Review the schedule: Confirm your schedule matches when you expect to go live
- Check the Troubleshooting guide for solutions to common issues
Feature Requests
Share feature ideas and suggestions through the ChurchPlugins support portal. Include a description of the feature, the problem it solves, and how you envision it working.