The Divi Support Center is designed to bring all of the elements of great support into one interface.
Fully automated system status reports
In-depth documentation
Safe Mode
Debug log
Seamless remote access to our support agents
How to Access the Divi Help & Support Center
Accessing the Divi Support Center is a breeze.
Log in to your WordPress website
Go to Divi → Support Center
Within the Support Center, there are several options to take advantage of, including:
System Status
Remote Access
Divi Documentation & Help
Safe Mode
Debug Logs
Let's take an in-depth look at how to use each feature of the Support Center.
Divi Support Center: System Status
The first option in the support center is the System Status section. You'll be able to view information on your system's configuration and identify any problems that may have occurred since your last log-in.
PHP, CSS, JavaScript, and WordPress core files are monitored in this section.
Divi uses a stoplight system — green, yellow, or red — to indicate issues that may be of concern.
If your lights are green, there are no detectable issues, so you are good to go
Yellow lights indicate a potential issue that you should consider fixing soon
If you have red lights, it's time to look at issues and fix them immediately
Under System Status, there are two interactions available
Show Full Report - Display a full system report revealing any issues that may exist
Copy Full Report - Allow you to copy your system report to provide to a member of Elegant Theme's support staff, should they request it.
Common Issues:
Several common issues may arise in the System Status section, prompting a yellow or red status.
Example: There could be a PHP error, such as your system's memory limit being set too low. If your version of PHP needs to be updated and requires updating, it would be indicated here.
The system status section would display additional issues for CSS, JavaScript, or errors with WordPress core files.
Divi Support Center: Remote Access
Remote Access enables our support staff to securely log into your website and troubleshoot any issues. With a simple toggle, you can provide access to your WordPress and Divi installation, allowing us to address problems efficiently.
When Remote Access is activated, a secure token is sent to the Elegant Themes support team. This token contains secure login credentials, enabling them to log into your site and follow their support protocols to identify and resolve issues.
Our team will have access to your site for up to 4 days. You can also grant Full Admin Access upon request by clicking the toggle.
Remote Access will automatically disable after 4 days, but you can deactivate it at any time for your convenience. Note: Only the WordPress Administrator can enable Remote Access.
Pro Tip: When submitting your support request, be sure to share the exact URL of the page(s) in question and as much detail as possible. For more information, check out our Best Practices to Request Support article.
Enabling Remote Access
Toggle Remote Access when you need a little extra help.
At that point, another option will appear asking if you'd like to grant Admin Access. If our team requests access, click to toggle it on. It's that easy.
Copy Support Token
If Remote Access doesn't work or if you have enabled it on multiple Divi websites, our support team will need the Support Token.
With Remote Access enabled, click on the Copy Support Token link. This will copy the Support Token to your clipboard, which you can paste into the Support chat. Our support team can securely log in to your Divi site using the Support Token.
Log in to your Divi website
Go to Divi → Support Center
Enable the Remote Access
Click on the Copy Access Token link
Divi Support Center: Documentation
Divi's Documentation is extensive and is available directly within Divi's Support Center.
If you need to brush up on your Divi skills or don't know how to use a module, our documentation has your back.
Our documentation includes handly step-by-step guides, videos, thorough overviews of our modules, and Divi features such as Theme Builder and Visual Builder.
You can click the View Full Divi Documentation link to visit our full library of articles.
Safe Mode
The next section in Divi's Support Center is Safe Mode.
As you may know, WordPress is an open-source platform, so naturally, there will be times when problems can arise.
There can be compatibility issues with all of the plugins and themes available by third-party vendors. Problems may occur, whether it's a plugin that still needs to be updated to work with the latest version of WordPress or customizations you recently implemented.
Safe Mode enables you to disable your third-party plugins, along with child themes or custom code, so that you can troubleshoot your problem.
The best part of Safe Mode is that these things are only disabled for you. Your site's visitors will continue to view your website as if nothing is wrong.
Enabling Safe Mode:
Safe Mode can be enabled with one click.
Either you or a member of the Elegant Themes support staff can enable it.
Click the toggle to enable this feature to begin the troubleshooting process.
You can browse your WordPress core files and Divi theme files to determine the problem. If you find an issue but are uncomfortable addressing it, you can enable Remote Access so our experienced support team can take over and save the day.
Common Issues
There are a few common reasons to enable Safe Mode.
Third-party plugins are being used. As previously mentioned, WordPress is an open-source platform. Because of this, hundreds of developers create plugins for WordPress. There are times when a plugin may need to be updated to be compatible with the latest version of WordPress. Running outdated versions of your plugins can sometimes cause issues or break your website.
WordPress child themes are being used. Child themes are useful for adding custom code to your site, so you don't have to alter the parent theme. Sometimes, errors can occur during the creation process. This can cause a variety of issues, including the white screen of death (WSOD). Safe Mode will disable any child theme you have installed so that your site becomes functional again, allowing you to determine the cause of the problem.
Added custom CSS or JavaScript can cause conflicts. While adding custom code is typically a great way to add new features, there are times when your code can break your site. It can be as simple as a missing semi-colon that throws your site into a tailspin. Thankfully, Divi's Safe Mode option will disable any code you have installed, restoring functionality to your site.
Divi Debug Log
If you have debugging enabled in your WordPress install, you can view your debug log from the Divi Support Center in theme options.
If not, you'll need to take steps to enable it. You can check this step-by-step guide to learn how to enable WordPress debug mode or visit our blog and refer to our Ultimate Guide to WordPress Recovery Mode.
More Resources
The Divi Support Center offers a great way to troubleshoot problems with your site.
Whether you need to enable safe mode, debug system errors, or check the system's status, the Support Center has you covered.
If you would like to learn more about how to fix common WordPress errors, check out some of our helpful posts on the Elegant Themes blog.