Getting help

Support for Pet Central is handled on the ModuleFest support site at modulefest.com. Raise a question there, and everything you have ever asked sits in one place — on whatever device you happen to be holding, without signing in to this website first.

Pet Central → Support is still the screen to open from here. It takes you across to the support site, and it is also where this install reports on itself: whether it is linked, what the update check last said, and any notes about a fault that has already happened. Those readings are the useful thing to have open in front of you while you ask.

Until 2.742.0 you could raise a ticket inside the plugin. That is gone deliberately, not lost: a conversation living in two places is a conversation that gets missed in one of them. Anything you had asked before is on the support site, where it always was.

Example

A statement will not send on a Friday afternoon. You open Pet Central → Support, see the note saying four emails are held and the oldest has been waiting twenty minutes, copy that line, and raise it on the support site from your phone on the way home.

FAQ

Where did the ticket list inside the plugin go?
To modulefest.com, along with every ticket that was in it. Nothing was deleted. Support is handled centrally now, and a second copy of the conversation inside each install was a second place for it to be missed.

Do I need an account on the support site?
You need one to follow a conversation, which is what makes it worth having — replies stay in one thread rather than scattered across email. Raising something does not need this website to be working, which is the point: if the site is down you can still ask.

What is left on the Support screen, then?
Three things, all about this install rather than about tickets: the plugin-update panel, whether the site is linked to ModuleFest, and the diagnostic notes. The notes are the only place a fault that has already happened can be read back, so they stayed.

What should I send with a question?
What you were doing, what you expected, and what happened instead — and whatever the Support screen says about this install. On a screen with a Copy diagnostics button, use it: it puts the whole picture on your clipboard in one piece so nothing is lost in retyping.

Is my site still talking to ModuleFest?
Yes, and it has to be. Licence checks and plugin updates go over that same link — which is why Link now is still on the Support screen even though the desk it used to sit beside is not.

I am still seeing the old support address somewhere
Tell us where. The old keen2support address is being retired rather than redirected, so anything still pointing at it is a real problem and not a cosmetic one. Note that two ModuleFest addresses are both correct and are not the same thing: you raise questions on modulefest.com, and your website talks to support.modulefest.com by itself, in the background. Seeing the second one on a diagnostics screen is normal.