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Frequently asked questions about Amelia

The FAQ page gathers clear, straightforward answers to the questions users ask most often. Whether you’re setting up Amelia for the first time or looking for help with a specific feature, this section gives you the essentials in one place, so you can solve things quickly and get back to running your business.

Getting started

Yes, the full list of Amelia shortcodes can be found in a dedicated article.

If you can’t see any entities in Amelia after updating to the new version or upgrading to a higher license tier, you need to purge the cache on your website.

Website’s cache always needs to be purged after installing, updating, activating, deactivating, or deleting WordPress plugins or themes. Otherwise, WordPress may continue loading old scripts and styles, which can cause missing new features, outdated front end forms, or layout issues.

If clearing the cache doesn’t help, try deactivating and activating the Amelia plugin again from the Plugins page.

Licenses can be upgraded to higher tiers through our store, by clicking on the “Upgrade” button.

Lifetime purchases can’t be switched to Subscription plans.

Upgrading Lifetime licenses requires using the support widget in the bottom right corner on our website and submitting a Lifetime License Upgrade request.

When upgrading a lifetime license, you will always pay for the price difference between what you paid for the old Lifetime license and the higher-tier license.

Yes. All durations in Amelia depend on the Default time slot step found in General settings of Amelia.

All service durations in Amelia must align with the time step you define.

  • For example, if the step is 30 minutes, available durations will be 30, 60, 90 minutes, and so on.
  • If the step is 5 minutes, you can set durations such as 5, 10, 15, 20 minutes, etc.

There could be a few reasons for this, so please check the following points:

  1. Is Show on website slider enabled in Service’s Details tab?
  2. Are employees assigned to the service?
  3. How are employees’ working hours configured? Make sure the periods in Working hours have the new services selected.
  4. Is the shortcode filtered per location? If yes, check if the employee is assigned to that location.
  5. Check the shortcode on the front-end – if you (for example) used [ameliabooking category=1], and you added the service to Category with ID: 2.

If you already have an active Amelia license, all technical support is provided exclusively through your store account.

Support is not live chat and is not available 24/7. All requests are answered during business hours, in the order they are received.

If you are not a customer yet, you can reach us through the support widget available on our pricing page, documentation, and demo pages.

Technical troubleshooting and configuration support are not provided before purchase.

Licensing and usage

The update should be offered in the Plugins section if you activated the purchase code in Amelia Settings/Activation.

If you want to update the plugin manually, log into our store with the credentials you received when you purchased Amelia, and download the installation file from there.

Then access Plugins → Add new and upload the ameliabooking.zip file you previously downloaded from our store.

Amelia alone can’t be migrated easily to another website, but if you’re migrating the whole website, you can try using a plugin called Duplicator, which will generate a couple of files that you can upload to your new domain.
If you prefer not to clone the entire site and only want to move Amelia’s data, there is a more advanced method:

  1. Install Amelia on the new site.
  2. Access the database of the new site and delete all Amelia tables (these usually start with wp_amelia_, but your prefix may be different).
  3. From the old site, copy all tables that begin with yourprefix_amelia_ and import them into the new site’s database.
  4. In the same database, go to the wp_options table and find the row where option_name is amelia_settings. Copy the option_value from the old site and paste it into the same field on the new site.

This error often appears when you try to upload a theme or plugin that’s larger than your server’s upload limit. Most WordPress sites have default server restrictions for file upload size and script execution time. If a file exceeds these limits (or if the upload takes too long) WordPress stops the process and shows this message.

In short, you need to increase the upload limit on your website. For a detailed tutorial about this, please check out our dedicated article.

If you’re located in a country where VAT or GST applies, it will be automatically added at checkout.

Our plugins are sold through our official reseller, Paddle.
All payments are processed via credit card or PayPal. Paddle also handles VAT/GST collection and invoicing.

Paddle’s receipts include their VAT/GST number for your records. You can read more about Paddle’s tax and compliance to better understand how they handle tax.

Refunds are available within 15 days of the original purchase date and they do not apply to license renewals or upgrades.

If you experience any technical issues with Amelia, we strongly encourage you to contact our support team first.

If you still wish to submit a refund request, log into our store and under “My Licenses” click on the Three Dots on the right-hand side of the license you want to submit a refund request for.

Notifications

To use SMTP with Gmail, you first need to enable the 2-step verification and create an App password in your Google account.

Once you do that, access Amelia Settings → Email notifications, select SMTP as your Mail service and enter the following details:

  • SMTP Host: smtp.gmail.com
  • SMTP Port: 587
  • SMTP Secure: TLS
  • SMTP Username: your Gmail address
  • SMTP Password: your App Password

Scheduled notifications depend on a cron job. A task that runs at regular intervals in the background.

Access Amelia → Notifications and expand one of the scheduled notifications. Scroll down and copy the command:

*/15 * * * * https://yourwebsite.com/wp-admin/admin-ajax.php?action=wpamelia_api&call=/notifications/scheduled/send

  • Replace https://yourwebsite.com with your actual site URL.

If you have full server access paste the cron command into your hosting control panel’s Cron Jobs section.

If you don’t have server access, use a plugin like use WP Crontrol.

Please refer to the Scheduled notifications documentation for detailed instructions.

Yes. Many countries are becoming increasingly strict with SMS regulations, so we can’t guarantee full deliverability everywhere.

To check the rules for your country, visit our Sender ID & country rules article, use the search field in the middle of the page, and review whether SMS notifications are supported and under which conditions.

Compliance & Accessibility

Amelia is actively developed with accessibility in mind and aligns closely with WCAG 2.2 guidelines.

All front end booking forms have been reviewed and improved to meet accessibility requirements such as keyboard navigation, focus handling, and semantic structure. The back end interface follows accessibility best practices for administrative use.

That said, WCAG compliance is not a one-time checklist. Accessibility standards evolve, browsers change, and real-world usage can surface edge cases. For that reason, Amelia’s accessibility is continuously reviewed and improved as part of ongoing development.

If you notice any accessibility-related issues while using Amelia, we strongly encourage you to contact our support team so we can investigate and address them.

Accessibility compliance is a shared responsibility.

Amelia provides accessible booking functionality and follows WordPress and WCAG best practices at the plugin level. However, the final accessibility of a booking experience also depends on factors outside of Amelia’s control, including:

  • the WordPress theme in use
  • custom CSS and JavaScript
  • color contrast and typography choices
  • page structure and surrounding content
  • third-party plugins and integrations

Because Amelia operates within your website, overall WCAG compliance cannot be guaranteed by the plugin alone. Website owners are responsible for ensuring that their theme, content, and customizations meet accessibility requirements in their specific context.

You can significantly improve accessibility by combining Amelia with accessibility-conscious site choices.

We recommend the following best practices:

  • Use a WordPress theme that follows accessibility standards
  • Ensure sufficient color contrast for text, buttons, and form fields
  • Avoid removing focus outlines or keyboard navigation behavior with custom CSS
  • Provide clear, descriptive labels and instructions for booking forms
  • Test your booking flow using only a keyboard
  • Test with screen readers when possible

If you are targeting strict accessibility compliance or public-sector requirements, we also recommend performing accessibility testing on your full booking flow, not just the plugin itself.

If you encounter any accessibility issues specific to Amelia, please reach out to our support team so we can help and continue improving the plugin.

Technical boundaries

Amelia is a self-hosted WordPress plugin, not a SaaS platform.

All booking logic, configuration, and data handling run entirely within your WordPress installation. Amelia does not rely on external Amelia or Melograno servers to function, and the plugin continues to work independently on your site as long as WordPress is running.

No. Amelia does not have a mobile app.

Amelia is designed to run inside WordPress and is accessed through the WordPress admin area and front end booking forms. While booking forms are responsive and work on mobile devices through the browser, there are currently no native iOS or Android applications for Amelia.

All booking data created by Amelia is stored locally in your WordPress database, on your own server.

Amelia does not send booking data, customer details, or configuration data to Melograno or any external Amelia servers. We do not collect or store your data.

If you enable third-party integrations (such as payment gateways, calendar services, video conferencing tools, API endpoints, or webhooks), only the data required for those integrations to function is shared with the selected third party. What data is sent depends on the integration and your configuration.

We only access site data when you explicitly grant access for support purposes, and only to investigate an active issue. That data is not stored, reused, or shared with third parties.

Yes, Amelia works with caching plugins when booking pages are excluded from caching.

Amelia booking forms rely on dynamic requests (such as admin-ajax calls) to load availability, services, employees, time slots, and pricing in real time. If booking pages are cached, this dynamic behavior can break or display outdated information.

To avoid issues, booking pages and any pages that contain Amelia booking forms should be excluded from page caching. This applies to all caching solutions, including hosting-level caching, page cache plugins, and CDN caching.

Support & troubleshooting

If you have an active Amelia license, all technical support is provided through your store account in the Melograno store. You can log in and use the Contact Support button available on your license card to reach our support team.

If you don’t yet have a license, you can still contact us through the support widget on our website for general and pre-purchase questions.

Before purchase, we’re happy to help with general questions such as how Amelia works, which features are available, and which license plan fits your needs. This support is provided through the website support widget.

After purchase, licensed users receive full technical support, including help with configuration, troubleshooting, and bug reports. Technical support is available only through the store account linked to your active license.

No. Although the support widget looks like instant messaging, Amelia does not offer live chat or 24/7 support.

All support requests are handled during business hours, Monday to Friday, 08:00–17:00 CET, and answered in the order they are received. You’ll always be asked to provide an email address so you can receive replies even if you’re offline.

We provide support for:

  • plugin configuration and setup
  • technical questions related to Amelia
  • bug reports
  • troubleshooting plugin behavior
  • integrations that are configured directly inside Amelia

We generally do not provide support for custom code, third-party plugins or services that are configured outside of Amelia, or custom development work. Simple CSS or JavaScript tweaks may still be reviewed when possible.

To help us resolve your issue more efficiently, we recommend:

  • submitting one request per topic
  • avoiding sending multiple follow-up messages before receiving a reply
  • providing requested access details as early as possible

Sending multiple messages for the same issue can delay responses, as each new message may reset the position in the support queue.

The Contact Us form is best used for partnership inquiries, collaboration requests, or situations where you cannot access your store account. For most questions about Amelia, using the support widget or your store account is the fastest and most reliable option.