# Troubleshooting and Support — Epic Media Manager

## Support scope

Support should route through the Epic Works customer portal. Public docs should help customers collect safe diagnostics without sharing credentials, customer records, license keys, private IP addresses, payment data, or server secrets.

## Safe first checks

- Confirm WordPress and PHP meet the plugin header requirements.
- Confirm the plugin is activated and its admin menu is visible.
- Confirm the license status in **License & Updates**.
- Confirm the product ZIP was downloaded from the Epic Works customer portal.
- Check WordPress debug logs for PHP fatal errors before retrying.

## Evidence bundle for tickets

- Plugin version and ZIP filename.
- WordPress/PHP versions.
- Screenshot with license keys masked.
- Steps to reproduce using demo data only.