Updates and support

How Pomatio products stay current, and what to do when something is wrong.

How updates arrive

A licensed product checks in with Pomatio from your site. When a new version exists, it appears in your site's Dashboard → Updates like any other WordPress update, and you install it from there.

Three things have to be true for that to work:

1. The license key is entered on the site.
2. The license is active — its subscription has not lapsed.
3. The plan includes updates.

If any one of them is false, the product keeps running the version you installed, and no update offer appears.

Checking the latest version

Your license card in Licenses & Downloads shows Latest version for the product. Compare it with the version installed on your site.

They should match after you run updates. If your site is behind and offers nothing, the license is the first thing to check.

Updating manually

When the active plan includes manual downloads and a package is published, you can download it from your account and install it over the current version. That is the fallback when automatic updates are unavailable — for example on a site with no outbound connection.

Manual downloads are limited per release and per week. See Download limits.

Before updating

The ordinary WordPress advice applies, and it applies here:

• Back up the site, or take a restore point with your host.
• Update on staging first if you have one.
• Update one product at a time so you know what changed.
• Check the changelog for anything that needs attention.

When a product stops working after an update

1. Note the exact version you updated from and to.
2. Check whether the site is still validating its license.
3. Deactivate other recently updated plugins to isolate the cause.
4. Contact support with what you found.

Getting help

Support is the right channel for anything that is not covered here. Before writing:

• Reproduce the problem and note the exact steps.
• Note the product, its version and your WordPress version.
• Check whether the license is active in your account.

Then send the details listed in Safe support information.

Never send your license key, your password, or anything from your payment details in a support message. Support does not need the key to identify your license.

What support cannot do for you

Being clear about this saves a round trip:

• Install or configure products on your sites.
• Recover a site that was not backed up.
• Speed up a payment that has not cleared at your bank.
• See inside your site. Pomatio knows a domain validated a license; it cannot read your content or your logs.

Documentation

Each Pomatio product has its own documentation, published on the documentation site. This chapter covers the account; the product's own behavior is documented with the product.