If you install WP Ghost on a client’s site, you are our customer, not your client. Support is included as long as your subscription is active, and it covers every site connected to your account. We answer your questions, diagnose your issues, and help you configure the plugin for any site under your license. We do not provide support directly to your end clients. For agencies who want to keep their clients inside a branded experience, the Whitelabel Option lets you replace WP Ghost branding with your own and route help links to your own knowledge base or ours, your choice.
How Agency Support Works
The WP Ghost support model is simple: one subscription, one customer, many sites. Whether you install WP Ghost on your own personal sites, on a client’s site, or across a portfolio of 50 client websites, the person who owns the subscription is the only one who can open a support ticket. This is standard practice in the WordPress plugin industry and keeps support quality high, our team is answering technical questions from someone who understands their own setup, not fielding routine WordPress questions from end users.
For agencies, this works well in practice. Most client-site issues are configuration questions you can solve yourself with the knowledge base, and the rare cases that need our team are faster to resolve when they go through one technical contact (you) rather than a chain of relayed messages from a non-technical end user.
Who Gets Support: At a Glance
| Who Contacts Support | Covered? | Recommended Route |
|---|---|---|
| You (account owner) | Yes, full support | Open a support ticket directly |
| Your team member with dashboard access | Yes, via your account | Contact support from your shared login |
| Your client directly | No | Point them to the Knowledge Base, or handle via Whitelabel |
| Multiple client sites under one license | Yes, you request on their behalf | Mention the affected site in your ticket |
The Whitelabel Option for Agencies
If your clients ever open the WP Ghost settings on their own site (for example through their WordPress admin), you may not want them to see WP Ghost branding. The Whitelabel Option solves this by letting you:
Rename the plugin to anything you want, so “WP Ghost” becomes “YourAgency Security” or whatever matches your brand. Replace the plugin logo with your own. Route all help links to a custom knowledge base URL, so your clients see your documentation instead of ours. Manage all your clients’ licenses from one central WP Ghost Dashboard without your clients ever seeing our branding. And deactivate a client’s license instantly if they stop working with you, by removing their site from your connected sites list.
If you leave the Whitelabel link settings at default, your clients still see our Knowledge Base, which is also a valid choice, it saves you the effort of maintaining documentation, and our knowledge base is extensive (every plugin feature, every compatibility scenario, every troubleshooting step).
Practical Workflow for Agencies
1. Configure Once, Deploy Many
Configure WP Ghost with your preferred security settings (Safe Mode or Ghost Mode, firewall rules, brute force limits, 2FA, path security), export the configuration, and apply it to every new client site. The Best Practice guide walks through the recommended setup.
2. Use the WP Ghost Dashboard for License Management
The WP Ghost Dashboard gives you one central view of all connected client sites. Categorize them by client or project, monitor security status across the portfolio, and deactivate individual site licenses without touching the client’s server.
3. When a Client Issue Comes Up, You Open the Ticket
If your client reports a problem, check the knowledge base first (most issues are documented). If you still need help, open a support ticket from your account, describe the issue, and mention which client site is affected. Our team responds to you directly, and you relay the fix to your client.
Frequently Asked Questions
Does my subscription cover support for all my client sites?
Yes. One active subscription covers support for every site connected to your account, up to the site limit of your plan. The coverage is on you as the customer, not on each individual site. See Does support cover all the websites for specifics.
Can I give my client a login to my WP Ghost account?
You can share your login if you choose, but we recommend against it. A shared login means the client can cancel your subscription, access your other clients’ sites, or change settings you rely on. The cleaner approach is to handle support yourself and use the Whitelabel Option to keep the plugin branded as your own service.
What happens if my client needs urgent help and I am unavailable?
Point them to the WP Ghost Knowledge Base and specifically to the emergency disable guide. These cover 95% of urgent situations (lost login access, path changes causing errors) with step-by-step recovery instructions.
Can I deactivate a site’s license if a client stops working with me?
Yes. Go to your WP Ghost Dashboard, open Connected Sites, and remove the client’s site from the list. The plugin on their end will prompt them to reconnect, and without your license they will not be able to. Full steps are in Disconnect a Website from WP Ghost Dashboard.
Will my client be asked to enter a token or license key?
Not if you use the Whitelabel Option. The Whitelabel setup automatically connects the plugin to your account, so your clients never see a token prompt or license field. See Will clients be asked to add a token for the details.
What if I sell a client site, does the license transfer?
The license stays with your WP Ghost account, not the site. If the new owner wants their own license, they buy their own subscription. If you want to transfer the account itself, the email address on the WP Ghost account can be updated. Full options are in the license transfer FAQ.
Does WP Ghost modify WordPress core files?
No. WP Ghost never touches, moves, or renames any file or folder on your clients’ servers. All protection works through URL rewrite rules, WordPress filters, and output buffering. Deactivating WP Ghost on any site restores every default path instantly, which makes it safe to deploy on client sites without worrying about permanent changes.