Support

We’re here to help. Before opening a ticket, check our documentation and troubleshooting guides — most questions are answered there.

Contact Us

Email: support@veriself.eu

Response time: Best-effort email. Agency and Enterprise users get priority handling.

WP.org Forum: Free tier users can also post on the WordPress.org support forum for community help.

Before You Email — Include This

To get a faster, accurate answer, please include the following in your support email:

1. Your site URL — the page where the issue occurs
2. WordPress version — found in Dashboard → Updates
3. Plugin version — shown in the VeriSelf admin sidebar
4. Error code — if applicable (e.g., E007, E023)
5. API type — VeriSelf Cloud AI or BYOAI (and which AI model if self-hosted)
6. Ollama version — if self-hosted, run ollama --version
7. Screenshot — of the error message or admin settings page
8. Steps to reproduce — what you clicked, what you expected, what happened

Priority by Plan

Plan	Support Channel	Priority
Free	WP.org Forum	Community
PRO (€99/yr)	Email	Best-effort
Agency (€199/yr)	Email	Priority
Enterprise (€499/yr)	Email	Dedicated

Common Quick Fixes

Try these first before emailing:

1. Camera not starting? Ensure your site loads over HTTPS. HTTP blocks camera access in all modern browsers.
2. AI connection failing? Check that Ollama is running (ollama serve) and the port is open in your firewall. If using VeriSelf Cloud AI, check your proxy key is active.
3. Liveness errors (E007/E008)? Improve lighting, fill the face outline, and move your head slightly during capture.
4. Too many faces (E013)? Switch to couple mode with
   or verify alone.
5. Fraud score too high (E024)? If testing on a VPN, disable VPN detection or raise the max fraud score temporarily.
6. Cache plugin breaking the gate? See our Cache Compatibility Guide for WP Rocket, W3 Total Cache, and LiteSpeed Cache fixes.