JVZoo provides standard support to help users understand and properly use the platform. However, some issues require additional work because they result from an incorrect configuration, an untested setup, or a business issue outside of JVZoo.
When resolving an issue requires JVZoo to perform manual corrections, move funds, provide operational accommodations, or assign development resources, additional fees may apply.
What Is Considered a User-Caused Issue?
A user-caused issue is a problem that results from a user's setup, configuration, actions, or failure to properly test their setup rather than an error with the JVZoo platform.
Examples may include:
- Incorrectly configured JV contracts or payout splits
- Launching without verifying JV contract or payout settings
- Funnels that were not fully tested before receiving live traffic
- Incorrect product, funnel, payment, or account settings
- Issues resulting from incorrect payout or account configurations
- Business or operational issues outside of JVZoo that affect transactions on the platform
Issues caused directly by a JVZoo platform error, system outage, incorrect system calculation, or other JVZoo-side issue are not considered user-caused issues and will be handled through our standard support procedures.
What Is Included in Standard Support?
Our Support Team can provide guidance to help identify and correct configuration or setup issues.
Standard support may include:
- Explaining how to properly configure JV contracts
- Providing guidance on product, funnel, or account settings
- Helping identify configuration problems
- Explaining recommended testing procedures
- Providing information to help prevent the issue from occurring again
Standard support generally does not include manual corrections, custom development, financial adjustments, or other work that requires JVZoo to perform tasks outside of its normal support procedures.
When Paid Assistance May Be Available
If resolving a user-caused issue requires work outside of JVZoo's standard support procedures, JVZoo may determine that paid assistance can be offered.
The type of assistance available, applicable fees, and scope of work will be determined after JVZoo reviews the issue.
Paid assistance is not available for every situation. All requests are subject to review and approval, and JVZoo may decline a request for non-standard assistance.
How Paid Assistance Works
If JVZoo determines that paid assistance is available:
- JVZoo will review the issue and determine the scope of assistance that can be provided.
- You will be provided with the applicable fee and scope of work.
- An invoice will be issued for the approved assistance.
- Payment must be received in full before work begins.
- Work will be limited to the approved scope.
If additional work is identified outside of the approved scope, it may require additional review, approval, and payment.
Payment for assistance does not guarantee that JVZoo can provide additional work beyond the scope that was originally approved.
Test Your Setup Before Launching
Users are responsible for reviewing and testing their configurations before sending live traffic or processing transactions.
Before launching, you should verify:
- JV contract terms and payout percentages
- Affiliate and JV configurations
- Funnel steps and product connections
- Payment and payout settings
- Product and account configurations
- The complete customer purchase flow
Testing your setup before launch can help prevent incorrect payouts, funnel problems, and other issues that may require additional assistance to resolve.
Need Help?
If you believe you have encountered a JVZoo platform issue or need help determining whether an issue is related to your configuration, contact JVZoo Support.
Our team will review the issue and provide guidance on the appropriate next steps. If the issue requires assistance outside of standard support, we will let you know whether paid assistance is available.