There are three important steps you must do, when you need our supporters to perform a deeper debugging of your site:

  • Create a full backup of your site, including all the files and database.
  • Provide a copy of your site and its database to us, so we can use it as a staging environment.
  • Remove any personal information from the site you are sharing with us.

We highly appreciate your trust in us and guarantee that we are not going to share your site and its content with anyone outside the company. However, we strongly encourage you to remove any personal information from your database before sending it to us as we cannot be responsible for any loss of private information.

To remove personal information from a staging copy of your site, you can run the following SQL command:

Remove Personal Information From The Database
-- replace the user email and user information with a scrambled one
UPDATE wp_users SET user_login = CONCAT('test', ID), user_nicename = user_login, user_email = CONCAT('email+test', ID, ''), user_url = '', display_name = user_login;

-- replace user first name and last name with scrambled information 
UPDATE wp_usermeta SET meta_value = CONCAT('test', user_id) WHERE meta_key IN ('first_name', 'last_name', 'nickname');

-- replace users passwords with a simpler one
UPDATE `wp_users` SET `user_pass`=MD5('testing') WHERE 1;

-- replace admin email with a scrambled one
UPDATE wp_options SET option_value = '' WHERE option_name = 'admin_email';