Where Do I Get Help?

There is always a problem that you just cannot solve by yourself. In this case you get help at the following locations:

Community Forum: Ticket Support:
The Community Forum on woltlab.com is a customer helping customer forum.
Volunteers moderators are also available with advice and practical help.

To be able to write in the support areas, you have to verify you as a license holder. Please login with the account with that the Burning Board license was purchased.

As a licence holder, you can unlock an additional user (for example, technical administrator) in your customer area under all licenses -> license details for the support Areas.

Community Forum: https://community.woltlab.com

At the official ticket support you can get help by WoltLab employees within a specified time.

The Standard Support includes a response time of max. 48 hours on weekdays (Mon - Fri, from 10:00 am - 06:00 pm CET/MEZ).

The Professional Support includes a faster response time of max. 24 hours on weekdays (Mon - Fri, from 10:00 am - 06:00 pm CET/MEZ).

Add ticket: https://community.woltlab.com/ticket-add/

For getting help as quickly as possible, it makes sense to share the following information as completely as possible already in the request. The following information can be found directly after login in the administration interface (short ACP) on the system tab:

  • Exact version number by WoltLab Community Framework
  • Exact version number by WoltLab Burning Board
  • Used PHP version
  • Used MySQL version
  • Webserver type and version
  • Server operating system and version

Additional important information:

  • Used browser type and version
  • If available, the full error message as text (can be copied in the ACP under System -> Logs -> Errors. Alternatively, via FTP in the CMS home Directory under /log/.
  • Link to the forum
  • To illustrate a problem a screenshot can also be helpful (does not apply to error Messages!).

Problems with a third-party plugin:

If there is an error that is caused by a plugin from a third party developer, please contact directly the developers of the plugin. The link for the contact can be found directly in the plugin store or in the package list in the ACP (Developer link below Configuration -> Packages -> Packages).

Plugin-Store: https://pluginstore.woltlab.com