WP Engine Avaliações 1.748

We needed some help with our account. I reached out to WPEngine's customer support staff, and they were great. They offered a solution that worked great for us and resolved the issue.
Fantastic support team.

I was trying to redirect a URL that contained both a subdomain redirect (on the domain setup page) and a page redirect (using a website rule) followed by a bunch of parameters. The chat was so helpful in letting me know that how I was trying to accomplish the redirect was not going to work and that I needed to do it all in one website rule. Explaining what would work and would not work if of course very helpful.

On November 24, 2025, our website went down, apparently due to a past due WP Engine invoice for the annual renewal.

I attempted to log on to WP Engine to renew our domain license. My login credentials were accepted but the 2FA did not work because the user name on the account was a defunct email address.
I called customer support, my IT staff called customer support and our database team contacted customer support trying to resolve the issue to no avail.

Instead of allowing me on to the website, I was told to reestablish the defunct email address in order to access the renewal notices. This was an impossible suggestion because the domain name in the email address is no longer valid.

On my second attempt to get help from the customer support team, I asked to be connected to a manager, since apparently that was the only way to get approval to allow me on to the website to pay my bill. A ticket was created for management to contact me: #8194187. Not a single manager contacted me the entire day, nor did they reach out the next.

After a couple of hours when I had not been contacted, I reached back out to customer support to obtain a phone number for the billing department to be told there was no available phone number. While I was on the phone with customer support, he attempted to contact several managers and was not successful. He suggested this work around, which I implemented:
1. Set up a new account and pay the annual fee of $590
2. A clone of our website was created: smartlabel1
3. We had to point our domain the new account.

All of this activity took the entire day and wasted the time of our IT team and our website team at Forbes-Tate. It also meant other web pages tied to our website were compromised.

This individual tried his best to help me within the constraints WP Engine imposes on its support staff. My conclusions and suggestions:
1. There should be more than 1 way to authenticate the user upon login and validate the user if they can’t log on.
2. There should be a customer support phone number for billing.
3. Your support staff should be authorized to help customers to get on the website without having to resort to the ridiculous step of setting up an entirely new account.

WP Engine needs to do much better. This is one of the worst experiences with customer support I have ever endured. If you don’t adopt my recommendations above in a timely manner, I will not renew our domain with WP Engine next year.

I accidentally deleted a WP plug-in I needed to restore. The plug-in was no longer available anywhere and my word press site was messed up beyond repair without it. I restored from a backup of the previous day and still the plugin was not available. Luckily, the original code for the plugin was still available to me thru FTP and I was able to see again after flushing the cache on the whole site. I wouldn't have known any of this without the expert support of WP Engine technical support. Thank you!

This support tech (Nickoles Murray) immediately understood my problem, and offered a bunch of useful suggestions, and then quickly implemented them. He also helped me improve my situational awareness through reconfiguration of your site-monitor tool.

The help options listed one thing I had not thought of. That in itself is the price of admission. I'm just getting started and optimistic about navigating WP Engine for a new WordPress site. Jim

am absolutely blown away by the WP Engine support team. I made a critical error with a plugin configuration that took my entire site down. I was panicking, but the support team was incredibly fast to respond. They made the process so easy, understood the problem immediately, and helped me restore my server to a correct backup point right away. My site was back up and running perfectly in no time. 10/10 service!

I can’t say enough good things about the WP Engine support team. Recently, I found myself locked out of my own website after a web designer took over critical access without my permission. It was stressful, unexpected and honestly a little scary as a business owner who relies heavily on her site.

WP Engine stepped in immediately.

Their support team listened, understood the urgency and guided me through every step to regain full control of my site. They were patient, professional, and incredibly knowledgeable. What could have been a nightmare turned into a seamless recovery because of how on top of it they were.

I’m beyond grateful for their help, not just for the fix, but for the peace of mind they restored.

If you’re looking for a hosting company that genuinely has your back, WP Engine is it.

I contacted WP Engine yesterday and missed the call back. Today, when I called, I waited a bit, but was then treated to Nickoles Murray. I was coming into this call totally blind and disheartened and confused. He helped me navigate and get logged in without making me feel like a moron or jump through a bunch of onerous hoops. Really appreciate him. He also assured me that everyone there is quite like him, which gives me great confidence going forward.

I worked all morning for 3 hours and couldn't get the SSH tunnel to work...Remote access through a Python script. A 5-minute chat with support, and the tunnel was up and running, and the script worked. They were great.

I am super frustrated with the tech support at WPE. Generally things are good with the service, but the tech support people do whatever they want without regard to the client.

I have a complex site with a lot of custom code and 11 years worth of genealogical data that is meaningful to thousands of people. Every time I go to tech support, I ask them not to change anything on the site without my permission. They all say, "We aren't allowed to change anything without your permission."

Then, the proceed to change things without my permission. It's rude and disrespectful. And it could cost me years of work.

In addition, the whole hour I spent talking to the last guy was a waste because he was on the wrong site (he was literally changing things on my live site when I requested help for the test site and asked him not to edit without permission). Original problem not fixed.

The support team always works with you to troubleshoot and resolve issues.

Support Agent was fantastic. They assessed problem and fixed it. Quickly. Great employee!

I experienced a six hour outage on WP Engine with zero notification. No email. No proactive alert. Nothing. I found out myself and had to investigate on my own with limited log access because WP Engine does not provide full historical logs.

Support did not help. The agent sent one unexplained screenshot and nothing else. No analysis. No context. No corrective action. No root cause. The interaction looked like the agent had no ownership of the problem and no ability to explain anything.

Based on my experience WP Engine did not take this outage seriously. From the outside it looks like shared hosting or plus tier customers do not receive meaningful priority or attention. My impression as a paying customer is that they probably only invest energy into enterprise or dedicated hosting customers and that anybody below that tier is simply left to struggle during incidents.

This is my direct perception after this incident. No communication. No clarity. No post event reporting. No ownership.

WP Engine advertises 99 point 95 percent uptime. In my case this guarantee was not delivered and the support around that SLA failure was not handled professionally at all.

For a company that positions itself as a premium managed WordPress host this is absolutely not acceptable service quality.

here the Q&A on that case from their support:

Was my container actively CPU throttled during the six hour window yesterday

Your sites are sharing the resources on the server with multiple accounts due to being on shared hosting.
There was a very large spike in CPU from around 21:45 - 03:45 UTC, due to the attack on the other site/account

Can you please provide the container level CPU pressure lo for this exact time range

I apologise, this is not shareable information

Can you please confirm the exact vCPU and memory limits that apply to my current plan

This is also not Shareable information, your plan itself does not have specified limits as the full resources across the server are shared.

What burst behavior is allowed on this plan and for how long

Our rate limiting burst rates are not shareable information, however I can inform you that they are applied per IP address.

What vertical scale up options do you recommend for this workload

The attack was not placed on your site, the workload was not coming from your own account.
Scaling up would be more on the side of our Premium dedicated hosting.

What horizontal scale options do you offer for this workload
Similar to above, shared hosting does not allow for scaling out options.
This would relate more to our Premium dedicated hosting.

We need to understand if the downtime was caused by a plan limit or by something else
The downtime was not caused by a plan limit, or anything coming from your own account.
It was an attack on a different site, hosted within the same server as your own.

Goal is to get to a stable guaranteed performance state without unexpected throttling
Due to the nature of Shared hosting, we cannot guarantee that this will not happen again on the server.

We can offer a migration to a different, less populated Shared server.

However, I do want to ensure that you are aware that since the sites on these servers are all sharing the one server, these situations occur where your site is affected by the traffic or situation from another site.

I appreciate the communication, the service and especially the support.

The company I work for has been using WPEngine for years and it never fails to provide the best customer service ever. Being the information architect for the firm, I've run into a few challenges with our online presence but WPEngine has always solved any issues involving their hosting, and quite a number of quirks outside of their range. The people I've been associated with were always helpful, professional, bright, friendly, and willing to stick with the situation until it was resolved.
Every single time.

Hopped onto Live Chat for clarification on resources for the plans (They don't display these anywhere)
It took 45 minutes of back and forth with the agent for them to say "Sorry we don't disclose this" Imagine going to buy any product and wanting information before making a purchase and they simply refuse to provide it - Madness and a total waste of my time.

Gave time to resolve an almost two week issue with support, results, and kindness

I am very glad this chat support. Without that i cannot manage the website.

I just spent over 1 hour on the phone with EJ at WPEngine support in Houston today trying to get the two step verification turned off on my account after losing access to my Google Authenticator App.

It was harder to gain access to my WPEngine account than it was to gain access to my bank account in a similar situation a few years ago.

EJ wanted everything.

He did a full "virtual cavity search".

He went "full Matlock" on me.

It felt like I was trying to reenter the states with no luggage while wearing dark sunglasses and sweating profusely after an overnight trip to a country on the State Departments "no go list".

Honestly, this was the most intense grilling I've ever experienced. EVER. And it reminded me of why I've stuck with WPEngine for over a decade.

EJ had my back today. NO WAY NO HOW was a hacker going to get past his post.

THANK YOU WPEngine for your robust security protocols. And thank you for hiring professionals like EJ, (based in the USA), who are so very good at what they do. Bravo Zulu !!

David Tingley, The Contrarian Car Dealer,
Alberta Canada