Need Some Support?
Get support from our amazing customer success team.
Already a DIY Dream Site Customer?
Your account dashboard is your home base for everything.
Once you log in, you’ll have access to:
- Support Tickets — Submit a request and track it from start to finish. You’ll get a confirmation email, and we can go back and forth right from there just like a normal conversation.
- Documentation & Quick Guides — Step-by-step walkthroughs for setting up your theme, importing patterns, and getting the most out of your purchase.
- Downloads & License Keys — Grab your theme files and manage your licenses anytime.
- Order History & Billing — Review past orders, update your billing details and manage your subscription.
Have a pre-sales or general question? Visit our Contact page.
How Our Support Works
Response Times
We’re a small team that cares deeply about helping you succeed. Here’s what to expect:
- Business Hours: Monday–Friday, 9:00 AM – 5:00 PM CST (excluding US holidays)
- First Response: Within 1 business day for most tickets
- Tip: The more detail you include upfront, the faster we can help
What We Help With
- Questions about your DIY Dream Site theme or template
- Pattern library access and import issues
- License key and account questions
- Order and billing support
- Basic setup guidance for features included in your purchase
Have a pre-sales or general question? Visit our Contact page.
What’s Outside Our Scope
Please keep in mind that our support is limited to DIY Dream Site products only. We want to be upfront so you know exactly what to expect:
- Kadence theme issues — If you’re having a technical issue with Kadence itself, please contact their support team first at support@kadencewp.com.
- Third-party plugin conflicts — If you’re having an issue with another plugin, reach out to that plugin developer’s support team for assistance.
- Custom development or coding — If your request requires custom PHP, CSS, or JavaScript, we’re happy to point you toward a helpful resource, but writing or troubleshooting custom code is outside what we can do in a support ticket.
- General WordPress coaching — For step-by-step WordPress guidance and training, Site Success Academy is the perfect fit.
When in doubt, submit your question! If your request falls outside the scope of your purchase or membership, we’ll let you know and do our best to point you in the right direction.
Support FAQs
These address common customer support-related questions. If you have more questions, visit our full FAQ page.
Why am I seeing an endless “Preparing Content…” spinner when trying to import patterns from DIY Dream Site’s design library?
This usually happens when something is blocking the connection to our Pattern Library. Common causes include:
- Security plugins on your site (SolidWP, WordFence, Sucuri, All in One Security)
- Firewall or CDN protection from your hosting provider
- REST API being blocked or disabled
- Bot protection redirecting the request to a CAPTCHA page
- Your IP address being blocked by our firewall
How to fix it:
- Temporarily disable any security plugins, then clear your cache and try again.
- If that doesn’t work, contact your host and ask them to check for firewalls or bot protection blocking external API requests.
- Double-check that your license key is entered correctly with no extra spaces.
Quick workaround: If you’re mid-build, you can copy blocks from pages where you’ve already imported them, or use the free Duplicate Page plugin to clone entire layouts.
Still stuck? Log into your portal and submit a ticket. Include your IP address (you can find it at whatismyipaddress.com) so we can check if it’s being blocked on our end.
No worries, it happens! First, try resetting your password using the “Forgot Password” link on the login page. Make sure you’re using the same email address you used when you made your purchase. If you’re still locked out after resetting, email us at support@diydreamsite.com with the email address tied to your order and we’ll get you sorted out.
Check your inbox (and spam/junk folder) for an email from DIY Dream Site with your order confirmation — your login details are in there. If you can’t find it, email us at support@diydreamsite.com with your order number or the email you used at checkout and we’ll resend everything.
We respond to most tickets within 1 business day. Our business hours are Monday–Friday, 9:00 AM – 5:00 PM CST (excluding US holidays). If you submit a ticket over the weekend or on a holiday, we’ll get to it first thing when we’re back in the office.
Your license key is in your account dashboard under “Downloads & License Keys.” Log in and it’ll be right there. If you’re having trouble, submit a support ticket in your dashboard and we’ll help.
Have a pre-sales or general question? Visit our Contact page.
