Why Do You Require Admin Access to My WordPress Dashboard When Something Does Not Work Properly?

When you report an issue with Nelio A/B Testing, our support and development teams first try to understand and reproduce the problem.

WordPress sites can vary significantly depending on their hosting environment, active plugins, theme, and configuration. As a result, some issues may only occur under the specific conditions of your website and can’t always be reproduced on our own testing sites.

Before requesting access to your WordPress Dashboard, we may ask you to use Nelio A/B Testing’s Debug Tools, provide additional information about the issue, or perform some troubleshooting steps.

Use the Debug Tools First

Nelio A/B Testing includes built-in Debug Tools that can help you verify whether your tests are working as expected.

They let you inspect information such as:

• whether a test is active on the current page;
• which variant is being displayed;
• whether the visitor is participating in the test;
• which segments have been assigned to the visitor;
• whether page views and conversions are being detected; and
• whether tracking is working correctly.

The Debug Tools run in Staging Mode, so you can validate test behavior without sending testing data to Nelio Cloud or consuming your monthly testing quota.

In many cases, this information can help identify the source of a problem or provide useful details when contacting our support team.

🔍 Learn more in Using the Debug Tools.

Why Might Nelio Need Administrator Access?

If the problem can’t be reproduced on our testing sites or identified using the available diagnostic information, our support or development team may need to investigate it directly in an environment where the issue occurs.

Administrator access allows us to examine the relevant WordPress configuration, including the plugins, theme, Nelio A/B Testing settings, and other factors that may be contributing to the problem.

This is particularly useful when an issue depends on a specific combination of plugins, theme functionality, hosting configuration, or site settings.

Do I Need to Provide Access to My Live Site?

Whenever possible, we recommend providing access to a staging or test site instead of your live website.

The staging site should reproduce the relevant configuration of your production site, including:

• the same theme;
• the relevant plugins;
• the settings needed to reproduce the issue; and
• a similar hosting environment, when relevant.

Before providing access, make sure that you can reproduce the problem on the staging site.

Many WordPress hosting providers include staging functionality or can help you create a staging copy of your website.

Why Is a Staging Site Recommended?

A staging site gives our team an environment where we can investigate the problem without affecting your production website or its visitors.

It also allows you to safely reproduce issues, test updates, and verify changes before applying them to your live site.

Once the issue can be reproduced on the staging site, you can provide our support or development team with the necessary administrator access so we can investigate it further.