Emergency WordPress Support

Most of them look like one of these:

• A white screen with nothing on it
• "There has been a critical error on this website"
• "Error establishing a database connection"
• A site broken after a plugin, theme, or WordPress update
• Being locked out of wp-admin
• 500 or 403 errors, or a redirect loop
• A site stuck on "Briefly unavailable for scheduled maintenance"
• WooCommerce checkout or payments failing
• A broken contact form
• A site knocked over by a hosting problem

All of those are covered by the fixed £75. If you are not sure what has gone wrong, that is fine. Working that out is the first thing I do.

Two things. A hacked or malware-infected site, and a rebuild or migration.

Both still come with the same no-fix-no-fee promise, but the amount of work varies far too much to put one price on it, and I would rather quote you honestly than pretend.

If it turns out your problem is a hack rather than a breakage, I tell you before any money changes hands and give you a fixed quote for the clean-up.

A hack is quoted separately rather than covered by the £75, because the work varies so much.

Cleaning the site is only half the job. Once it is stable I look for how they got in, whether that is an out-of-date plugin, a weak password, a known vulnerability, or a file left behind from an earlier break-in.

I remove the malicious code, close the way in, and check nothing is set to reinfect the site later. Then I give you the changes worth making so it does not happen again.

I prioritise emergency cases and start triage as soon as I have access. WhatsApp is the fastest way to reach me.

I am one person rather than a 24/7 call centre, so I will not pretend to be online at 3am. Emergencies go to the front of the queue and I move quickly once I am on it.

It depends on the problem. A plugin conflict or a site down after an update is often sorted the same day once I have access.

A hacked site, a malware clean-up, or a hosting migration can take longer, sometimes a day or two, because it has to be done properly rather than quickly.

After the first look I give you a realistic timescale, not a number that sounds good on a website.

Businesses. That covers everything from a one-person consultancy to a shop, an agency, or a charity, so you do not need to be big.

What matters is that the website is doing a job for an organisation, because that is where a day of downtime has a real cost and where the way I work makes sense.

If you are running a personal blog or a hobby site, I am probably not the most sensible use of your money, and I will say so on the first call rather than take the work.

You deal directly with me, James, every time. I have worked with WordPress since 2013 and do the work myself.

Over time I get to know your site and become your go-to person for fixes, improvements, and advice, on WhatsApp or the phone whenever you need.

No junior, no ticket queue, and I won't go quiet once the emergency is over.

For a full investigation I need as much access as possible: WordPress admin, hosting or control-panel access, and SFTP or SSH.

If you can only give me FTP or WordPress admin to begin with, I can still start the triage, but it makes a proper analysis much harder.

So getting me full access is the first priority, and I can guide you through finding it.

Not necessarily. You can share credentials with me securely rather than by email, and many hosting providers let you invite me to your account instead, so I may never need your actual login.

I use the least access needed to do the job.

Careful recovery is the whole point. Where possible I take a backup before I change anything, work on the safest fix first, and keep a route back if something does not behave.

I would rather stabilise the site and understand the cause than rush a change that makes the incident worse.

Yes. No backup makes recovery harder, but it is common in an emergency and there are usually still options: host-level snapshots, database repair, cached versions, and rebuilding the part that broke.

Once the site is stable, reliable backups are one of the first things I would put in place.

Then you pay nothing. That is the whole point of a fixed price with no fix, no fee: if I cannot get your site working again, I refund you in full and you are no worse off than when you started.

I will still tell you what I found and what the safest next step is, because that is worth having even when the answer is not the one you wanted.

This is written down rather than just promised, in the emergency support terms.

A flat £75, and that is the full amount including VAT. It covers priority response and up to two hours of work, which is more than the large majority of these jobs need.

Not an hourly rate, not an estimate that creeps, and not a subscription. You know the number before I start, and it does not change if the job turns out to be fiddly.

The first call to talk through the problem is free. For most businesses £75 is far less than the enquiries, bookings, or sales a broken site loses in a day.

Yes. £75 is the total you pay, not a figure that grows at the checkout.

Broken down, it is £62.50 plus £12.50 VAT, and your invoice shows it that way so you can reclaim the VAT if your business is registered.

I quote the inclusive number because when your site is down you should be able to read one price and know exactly what leaves your account.

I stop and come back to you before doing anything else. I tell you what I have found, what is left to do, and what it would cost to finish, and you decide.

If you would rather not go ahead and the site is still broken, you get your £75 back in full. What I will not do is keep working quietly and hand you a bigger bill than the one you agreed to.

In practice most emergencies are resolved well inside the two hours.

The first call is free and puts neither of us under any obligation. If it is something I can fix, I tell you so and you pay the £75, VAT included. If I cannot fix it, you get every penny back.

There is no deposit, no hourly clock running while you wait, and no invoice at the end that is bigger than the number I gave you.

Paying accepts the emergency support terms, which set out the fixed price, the two-hour inclusion, and the refund in full.

Once we have agreed the fix I send you an invoice with a pay button on it. Card, Apple Pay, Google Pay and PayPal all go through immediately, so I can start straight away rather than waiting on the money.

Apple Pay or Google Pay is usually quickest if you are reading this on your phone. Bank transfer is there as well, but it can take until the next working day to arrive, and while your site is down that is a day you probably do not want to lose.

Either way you get a proper VAT invoice, so the VAT is reclaimable.

Because when your site is down you should not have to worry about the meter running.

An hourly rate makes the customer carry the risk of a job turning out to be complicated, which is backwards, since I am the one who can judge that and you are not. A fixed price puts that risk on me.

Some of these take twenty minutes and some take the full two hours, and it averages out.

Yes. WildPress Ltd is insured through AXA Business Insurance, with £1 million of public liability cover and £50,000 of professional indemnity.

If you would like written confirmation from the insurer before you hand over access to your site, ask and I will get it for you.

Yes. Whatever I see while working on your site, your data, your setup, and your business, stays between us.

If you would like it in writing before sharing access, I am happy to sign an NDA.

Yes. I can work across most hosting providers, including managed hosts, cPanel, and VPS setups, as long as I have the access I need.

If the host is part of the problem, I will deal with them on your behalf where I can.

Sometimes, yes. There are a lot of cheap hosting services that are not very good.

Not every problem is caused by the hosting, but poor hosting is behind a lot of them: slow pages, timeouts, and general errors.

If the host will not give me the access I need, or the site is never quite stable on a cheap plan, it can be worth moving to better hosting. I can handle the migration, which is straightforward in most cases, and I will always talk you through it first so you know what is involved.

Usually, yes. A monthly care plan from £97 keeps the site updated, backed up, and monitored, so problems get caught early instead of turning into emergencies.

It also means faster help from someone who already knows the site. Many clients move onto a plan after the first fix.

Yes. Once the site is stable I give you clear, prioritised recommendations to reduce the chance of it happening again, covering backups, updates, security, and anything that made the incident worse than it needed to be.

You are free to handle these yourself, or I can take them on.