MojoMotor

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Support Policy

The best (and official) way to get technical support is to login with the account you purchased MojoMotor with, and post in our Official Technical Support forums. You'll find the complete details regarding the support we offer on this page. Please review it carefully and make sure to read the 5 Tips for Posting a Help Request.

Please do not email or private message the staff directly for technical support. The best way to get your issue addressed is to follow the guidelines below so the whole team has a chance to review the issue.

Table of Contents

Support and Download Access

Support Access

Support access is specific to your MojoMotor.com account. In order to receive Technical Support, you must have Download Access for at least one MojoMotor license on your account.

Download access

When you purchase MojoMotor, you receive one year of Download Access to the version you purchased. When you upgrade your license, it restarts the year beginning with the date of your upgrade purchase.

Support Request Handling

Support requests are answered in the order that they are received.

MojoMotor Technical Support

Support for MojoMotor is handled exclusively in the MojoMotor Technical Support Forum. Please note that you need to be logged in with the same account that was used to purchase MojoMotor in order to post.

Our dedicated Technical Support Specialists and our development team monitor these forums and will help resolve any posted issues. Please read the Getting Help section of the User Guide before posting a support request.

Please read the 5 Tips for Posting a Help Request before posting.

Developers working on MojoMotor sites needing support

If you are a developer working on a client's site and need technical support access, please follow these steps:

  1. Register for a MojoMotor.com account.
  2. Email sales your MojoMotor.com account user name and the license number of the site you are working on.

We will update your account so you can access The Technical Support Forums. You will receive a confirmation email when your account has been updated.

5 Tips for Posting a Help Request

Following these posting tips can greatly speed up the support process:

  1. Explain what you expected to happen. Then explain what actually happened.
  2. Post the error message, if any, that displayed.
  3. Give a URL where the issue can be viewed.
  4. Post example code. Make sure to use the code tag (click "code" on the button bar).
    • Example:
    • [code]Your codes goes here[/code]
  5. Post the MojoMotor build you are using. The build number can be found in the Help area of the Mojobar.

MojoMotor Bug Reports

If you have a bug to report please use the MojoMotor Bug Tracker.

Login Details

During the support process a MojoMotor Technical Support Specialist may ask for access to your FTP, MySQL, and/or MojoMotor installation. The TSS will always ask you to submit this sensitive information via a secured web form that has the same protections as the MojoMotor Store. They will send the URL to this form to you via email

Community Involvement, Helping Others

Community members are encouraged to help one another. Many enjoy doing so, switching roles from being a new user asking questions, to becoming a MojoMotor expert and answering them. This has long been a hallmark of EllisLab communities, and we welcome you to join in these ranks!

In order to best assist new users and those having serious technical issues, the moderators may from time to time hide a community member's reply to a support thread that they deem as being off-topic or having the potential to confuse the user or hinder the troubleshooting process. If this happens to you, please do not take offense; your reply in these instances has only been collapsed and not deleted, so if the user or others are interested, they may still read your reply.

Though we want people to help each other, never ask for someone's login information. This is considered "bad manners." Posts asking for login information will be edited, deleted, or submarined without notice, and repeated occurrences may result in being banned.

3rd Party Add-ons and Support on the Forums

You may promote, discuss, and support your add-on on the MojoMotor Forums so long as you follow these guidelines:

We encourage you to provide support for your MojoMotor add-on on your own website or through a service such as Bitbucket. EllisLab reserves the right to alter this policy should it be detrimental to EllisLab's ability to provide a quality Community experience. In the event that EllisLab makes a significant policy change regarding 3rd party add-ons, we will do our best to provide 60 days notice to allow developers to make any necessary transitions.