Support | VibeMS

Product and licence support

For VibeMS installation, licence activation, account access, downloads, updates and documented product behaviour:

Please include:

your business account email;
licence number, but not the full licence key unless requested through a secure process;
VibeMS and PHP versions;
hosting provider and environment type;
exact steps to reproduce the problem;
the visible error message with secrets removed.

Do not email passwords, recovery codes, API keys, private signing keys, payment-card details, complete database exports or unredacted personal customer data.

Standard support covers account, licence, activation and documented VibeMS behaviour. Custom website development, third-party scripts, hosting administration, content entry and emergency recovery are separate professional services unless expressly included in an order.

Security corrections for the supported, unmodified VibeMS core are governed by the published Security Support Period and applicable mandatory law. This does not include remediation of Customer hosting, credentials, imported code, third-party integrations or local core modifications. No software can be guaranteed to be entirely free from vulnerabilities or attacks.

Orders, invoices, taxes, cancellations and refunds

Paddle is the authorised reseller and Merchant of Record for VibeMS transactions. Contact Paddle Buyer Support for:

payment and order status;
invoices and receipts;
VAT, sales tax or tax-exemption questions;
payment-method updates;
subscription cancellation;
refund requests;
an unrecognized Paddle charge.

Paddle sends the transaction receipt and buyer-portal access to the email used during checkout.

Security reports

Do not send vulnerability details to general support. Follow the coordinated disclosure instructions on the VibeMS Security page.

Complaints

Send product complaints to support@vibems.io with Complaint in the subject. We acknowledge business complaints promptly and aim to provide a substantive response within ten business days. Complex technical or third-party matters may require additional time, in which case we will provide a status update.