Sales, support, billing, bug reports, license problems — all the same address. We reply on business days, usually within one.
Reporting a problem
Most support threads get long because the first message does not say enough to reproduce anything. If you can include these, there is a good chance the first reply is the fix rather than a question:
- A link to the page showing the problem, if it is public.
- What you expected, and what happened instead. "The map does not work" and "clicking Texas goes to the wrong page" lead to very different answers.
- Plugin versions — both Knowco US Map and, if you have it, Knowco US Map Pro. Both are on the WordPress Plugins screen.
- WordPress and PHP versions, from Tools → Site Health → Info.
- Your browser, and whether it also happens in a different one.
- For anything visual, a screenshot. It saves a round trip almost every time.
If a map has stopped rendering entirely, open your browser's developer console and paste any red errors into the email. That single detail usually identifies the cause immediately — very often a conflict with another plugin.
License and billing
Include the email address you bought with. Please do not send your full license key — the last four characters are enough for us to find the order, and it is a credential worth keeping to yourself.
Cancellations, payment cards and invoices are handled in Lemon Squeezy's customer portal at knowcocompany.lemonsqueezy.com/billing — sign in with the email you bought with. The link in your purchase receipt goes to the same place. If neither works, email us and we will sort it out.
Before you write
A few things answer themselves faster than we can:
- Pro features not appearing? Check US Map → License shows Active. An expired or unactivated license turns Pro features off while leaving all your settings in place.
- Just updated and something looks off? Clear any caching plugin and your CDN. Stale CSS and JavaScript explain a surprising share of reports.
- Embed not showing on a partner's site? The map has to be published for embedding — the Embedding card when editing that map.
Security
If you believe you have found a security issue, email support@knowco.co with "security" in the subject and we will prioritize it. Please give us a reasonable chance to ship a fix before disclosing it publicly. We are grateful for reports and will credit you if you would like us to.