📘 User Manual — Guardian Hub
Audience: End users (viewer, manager) | Tone: Clear and practical | Version: 2.0
1. Introduction
Guardian Hub is a web-based platform designed for agencies, freelancers, and teams that manage multiple WordPress websites. It brings together support ticketing, site monitoring, billing, and communication tools into a single, unified dashboard accessible from any modern browser.
As an end user, Guardian Hub gives you the power to:
- Open and track support tickets with your service provider
- Monitor the health and status of your WordPress sites in real time
- View invoices, manage your subscription plan, and purchase add-ons
- Approve or reject pending maintenance actions on your sites
- Receive notifications via email, push, WhatsApp, or Telegram
- Access the platform on desktop, tablet, or mobile with full PWA support
Who is this manual for?
This manual is written exclusively for end users — people who interact with Guardian Hub to manage their sites and communicate with their service provider. If you log in and see menus like Tickets, Sites, Billing, and Settings, this manual is for you.
2. Access & Login
URL: The address depends on your organization. Common formats include https://guardian.yourdomain.com or https://app.guardianhub.io. Your administrator will provide the exact URL.
Logging in with email and password
- Open your browser (Chrome, Firefox, Safari, or Edge) and navigate to your Guardian Hub URL
- On the login screen, enter your email address in the first field
- Enter your password in the second field
- Click the Sign In button
- If your credentials are correct, you will be redirected to the Dashboard
Social login (Google, Apple, Microsoft)
If your organization has enabled social login providers, you will see additional buttons on the login screen (e.g., "Continue with Google"). Click the provider of your choice, authenticate through their standard flow, and you will be redirected back to Guardian Hub automatically.
Registration (new account)
If your organization allows self-registration, you will see a "Create Account" or "Sign Up" link on the login page. Click it, fill in your name, email, and a strong password, then check your inbox for a verification email. Click the verification link to activate your account.
Password reset
- On the login page, click "Forgot password?"
- Enter the email address associated with your account
- Click Send Reset Link
- Check your email inbox (and spam/junk folder) for the reset message
- Click the link in the email — it will open a form to set a new password
- Enter your new password, confirm it, and click Save
- Return to the login page and sign in with your new password
3. Dashboard
Path: Sidebar → Dashboard (home page after login)
The Dashboard is the first screen you see after logging in. It provides a high-level summary of your account activity and the status of your sites at a glance.
Metrics overview
At the top of the Dashboard, you will find summary cards displaying key numbers:
| Metric | Description |
|---|---|
| Open Tickets | Number of tickets currently awaiting a response or resolution |
| Sites Monitored | Total number of WordPress sites connected to your account |
| Healthy Sites | Sites reporting a green (healthy) status |
| Pending Approvals | Actions that require your review before execution |
Recent activity
Below the metrics cards, a timeline shows recent events: new ticket replies, site status changes, completed backups, and approval requests. Each entry includes a timestamp and a direct link so you can navigate to the relevant section with one click.
4. Tickets
Path: Sidebar → Tickets
The Tickets section is your primary tool for communicating with your service provider. Every support request, question, or issue should be tracked as a ticket. This ensures nothing falls through the cracks and gives you a full history of all interactions.
Ticket list
When you open the Tickets page, you see a list of all your tickets. Each row displays the ticket subject, current status, priority level, date of last update, and the number of replies. Summary cards at the top show counts by status (Open, In Progress, Resolved, Closed).
Filters and search
| Filter / Control | Description |
|---|---|
| Status filter | Filter tickets by status: All, Open, In Progress, Resolved, Closed |
| Priority filter | Show only tickets of a specific priority: Low, Normal, High, Urgent |
| Search bar | Free-text search across ticket subjects and messages |
| Sort order | Sort by date (newest or oldest first) or by priority |
| + New Ticket | Opens the ticket creation form |
Ticket detail view
Click any ticket row to open its detail view. The detail view is organized as a conversation thread: each message appears in chronological order with the sender's name, role, avatar, and timestamp. Your messages appear on one side; support replies appear on the other.
Replying to a ticket
- Navigate to Sidebar → Tickets
- Locate the ticket you want to respond to (use filters or search if needed)
- Click the ticket row to open the detail view
- Scroll to the bottom of the conversation thread
- Type your reply in the message input field
- To attach a file, click the paperclip icon or the "Attach" button and select files from your device
- Click Send to submit your reply
- Your message appears instantly in the thread, and the support team receives a notification
Attachments
You can attach screenshots, log files, PDFs, and other documents to any ticket reply. Accepted formats include PNG, JPG, GIF, PDF, ZIP, and common text formats. The maximum file size per attachment is typically 10 MB (this limit may vary by organization).
Ticket statuses explained
| Status | Meaning |
|---|---|
| Open | The ticket has been submitted and is waiting for the support team to review it |
| In Progress | The support team is actively working on the issue |
| Resolved | The issue has been addressed; you may reopen it if the problem persists |
| Closed | The ticket is finalized and archived; no further replies are expected |
5. New Ticket
Path: Sidebar → New Ticket | or click "+ New Ticket" from the ticket list
Use this form to submit a new support request. Providing clear, detailed information upfront helps the support team resolve your issue faster.
Form fields
| Field | Required | Description |
|---|---|---|
| Category | Yes | Select the category that best describes your issue (e.g., Technical, Billing, General Inquiry, Feature Request) |
| Subject | Yes | A short, descriptive title (e.g., "Login page returns 500 error after update") |
| Priority | Yes | Select from Low, Normal, High, or Urgent |
| Description | Yes | Detailed explanation of the problem, including steps to reproduce, expected behavior, and actual behavior |
| Site | No | If your issue relates to a specific site, select it from the dropdown |
| Attachments | No | Upload screenshots, error logs, or other relevant files (max 10 MB per file) |
Creating a ticket step by step
- Click New Ticket in the sidebar (or click the "+ New Ticket" button on the ticket list page)
- Select the appropriate Category from the dropdown menu
- Write a concise Subject that summarizes the issue
- Choose the Priority level — use "Normal" for most requests; reserve "Urgent" for production-breaking issues
- In the Description field, explain the problem thoroughly: what you did, what happened, and what you expected to happen
- If the issue is site-specific, select the relevant Site from the dropdown
- Click the Attach button to upload any supporting files (screenshots, logs)
- Review your input, then click Send
- You will be redirected to the newly created ticket detail page, confirming successful submission
Priority guidelines
| Priority | When to use | Expected response |
|---|---|---|
| Low | General questions, non-blocking requests | Within 48 hours |
| Normal | Standard issues affecting workflow but with workarounds | Within 24 hours |
| High | Significant issues affecting core functionality | Within 8 hours |
| Urgent | Production site is down or a critical security issue | Within 2 hours |
6. Sites
Path: Sidebar → Sites
The Sites page displays all WordPress websites connected to your Guardian Hub account. Each site is represented as a card showing its current health status, key information, and available quick actions.
Health indicators
| Indicator | Color | Meaning |
|---|---|---|
| Healthy | 🟢 Green | All checks passed; the site is running normally |
| Warning | 🟡 Yellow | Minor issues detected (e.g., outdated plugins, slow response time) |
| Critical | 🔴 Red | Serious problems detected (e.g., site unreachable, security vulnerability) |
| Unknown | ⚪ Gray | No recent data from the site; the monitoring agent may be disconnected |
Site card information
Each site card displays: the site name, its URL (clickable to open the site in a new tab), the WordPress version, the number of plugins installed, PHP version, last check timestamp, and the health status badge.
Available actions
| Action | Description |
|---|---|
| Open Site | Opens the WordPress site in a new browser tab |
| Backup | View available backups and trigger a restore (if included in your plan) |
| Emergency Admin | One-click emergency access to the WordPress admin panel (if included in your plan) |
| View Details | Shows extended site information: server details, SSL certificate status, uptime percentage |
Viewing your sites
- Click Sites in the sidebar menu
- A grid of site cards loads, one per connected WordPress site
- Review the color-coded health indicator on each card for a quick status overview
- Click View Details on any card to see extended information about that site
- To restore a backup, click Backup on the relevant site card, choose the backup date, and confirm
- For emergency access to the WordPress admin, click Emergency Admin (a temporary login link will be generated)
7. Statistics
Path: Sidebar → Statistics
The Statistics page provides visual charts and trend data about your support activity and site performance over time. Use this section to understand patterns in your ticket volume and site health.
Available charts and metrics
| Chart / Metric | Description |
|---|---|
| Tickets by Status | Donut or bar chart showing the distribution of tickets across Open, In Progress, Resolved, and Closed |
| Tickets Over Time | Line chart displaying the number of tickets created per week or month |
| Average Resolution Time | Metric showing how long it takes, on average, for tickets to move from Open to Resolved |
| Site Health Trend | Timeline showing how site health statuses have changed over the past 30 days |
| Response Time | Average time between a ticket being opened and the first support reply |
Performance trends
Use the date range selector at the top of the page to adjust the time window for all charts. You can view data for the last 7 days, 30 days, 90 days, or a custom range. Hover over any data point on a chart to see the exact value and date.
8. Billing
Path: Sidebar → Billing
The Billing section gives you full visibility into your subscription, invoices, payment methods, and credits. Everything related to payments and your current plan lives here.
Tabs overview
| Tab | Description |
|---|---|
| Plan | Shows your current subscription plan, included features, renewal date, and upgrade options |
| Invoices | List of all invoices with date, amount, status (paid/pending), and PDF download link |
| Payment Methods | Manage stored credit/debit cards; add, update, or remove payment methods |
| Credits | View your available credit balance and purchase additional credits |
| History | Chronological log of all payment transactions |
Viewing your plan
The Plan tab shows your subscription name, monthly or annual billing cycle, the list of features included, and the number of sites allowed. If upgrades are available, an "Upgrade Plan" button is displayed.
Downloading an invoice
- Navigate to Sidebar → Billing
- Click the Invoices tab
- Locate the invoice by date or amount — invoices are sorted newest first
- Click the Download PDF button or the PDF icon on the right side of the row
- The invoice file will download to your device's default download folder
Managing payment methods
Under the Payment Methods tab, you can add a new card by clicking "Add Payment Method" and entering your card details through the secure Stripe checkout form. To remove an existing card, click the trash icon next to it. At least one active payment method is required for subscriptions with automatic renewal.
Multi-currency display NEW
All monetary amounts in the Billing section now display in your preferred currency. Guardian Hub supports EUR, USD, and GBP. The currency is determined by your organization's settings but can be overridden in your personal preferences. See the Multi-Currency section for details.
9. Extras
Path: Sidebar → Extras
The Extras page is your in-app store for purchasing add-ons that extend your Guardian Hub experience. These are optional features and credit packages available for one-time or recurring purchase.
Available add-ons (examples)
| Add-on | Description |
|---|---|
| Credit Packages | Purchase blocks of credits (10, 50, 100) to use for on-demand services like malware cleanup or performance audits |
| Recovery Pass | A one-time purchase granting access to emergency site recovery tools for a set period |
| Priority Support | Upgrade your ticket response times with a dedicated priority queue |
| Additional Sites | Increase the number of sites allowed on your plan beyond the default limit |
Purchasing an add-on
- Navigate to Sidebar → Extras
- Browse the available add-ons — each card displays a description and price
- Click Details to read the full description and terms
- Click Purchase on the add-on you want
- Complete the payment through the secure Stripe checkout form
- Once payment is confirmed, the add-on is immediately activated on your account
10. Approvals
Path: Sidebar → Approvals
The Approvals section lists actions that require your explicit authorization before they can be executed on your sites. These are typically maintenance commands proposed by the support team, such as plugin updates, security patches, or configuration changes.
Actions and controls
| Action | Description |
|---|---|
| View Details | Expand the approval request to read exactly what action will be performed, on which site, and why |
| Approve | Authorize the action; it will be executed by the support team or automatically |
| Reject | Deny the action; it will not be performed, and the support team is notified of your decision |
Reviewing and acting on approvals
- Click Approvals in the sidebar menu
- The page shows a list of pending approval requests, each with a brief summary
- Click View Details on a request to see the full description (e.g., "Update WooCommerce from 8.2 to 8.4 on shop.example.com")
- Evaluate the request — check whether the timing is appropriate and the scope is acceptable
- Click Approve to authorize or Reject to deny the action
- If prompted, confirm your decision in the dialog window
- The request moves from "Pending" to "Approved" or "Rejected" and disappears from the pending list
11. Suggestions
Path: Sidebar → Suggestions
The Suggestions feature allows you to submit ideas, feature requests, and general feedback directly to the Guardian Hub team. Unlike tickets (which are for support issues), suggestions are meant for proposing improvements and new capabilities.
AI-powered suggestions
Guardian Hub uses AI to analyze your suggestion and provide relevant context, such as whether a similar feature has been requested before, the current development status, or alternative workarounds. When you submit a suggestion, you may see AI-generated notes attached to it offering additional insight.
Submitting a suggestion
| Field | Description |
|---|---|
| Title | A short, descriptive title for your idea |
| Description | Detailed explanation of what you would like to see and why it would be useful |
| Category | Optionally tag the suggestion (e.g., UI Improvement, New Feature, Integration) |
| Send | Submit the suggestion to the team |
12. White Label
Path: Sidebar → White Label
If your organization's plan includes the White Label feature, the Guardian Hub interface is customized with your provider's branding. This means the logo, color scheme, and possibly the domain name reflect your service provider's identity rather than the default Guardian Hub branding.
What you see as a user
- Custom logo in the sidebar header and login page
- Custom color theme applied to buttons, links, and accents
- Custom domain (e.g.,
support.youragency.com) instead of the default Guardian Hub URL - Branded emails — notifications may come from your provider's email address
13. Settings
Path: Sidebar → Settings
The Settings page is where you manage your personal profile, security options, notification preferences, language, and timezone. Changes made here affect only your account and do not impact other users in your organization.
Profile
| Field | Description |
|---|---|
| Full Name | Your display name shown in tickets and activity logs |
| Your login email (may require admin approval to change) | |
| Avatar | Upload a profile picture or use the default generated avatar |
| Change Password | Set a new password (you must provide your current password for verification) |
Notification preferences
Guardian Hub supports multiple notification channels. You can enable or disable each channel independently:
| Channel | Description | Setup required |
|---|---|---|
| Receive notifications to your registered email address | None (enabled by default) | |
| Push Notifications | Browser push notifications for real-time alerts | Allow browser permission when prompted |
| Receive alerts via WhatsApp messages | Link your phone number and confirm via WhatsApp | |
| Telegram | Receive alerts via Telegram bot messages | Connect your Telegram account via the provided bot link |
Enabling push notifications
- Go to Sidebar → Settings
- Scroll to the Notifications section
- Toggle Push Notifications to ON
- Your browser will ask for permission — click Allow
- Click Save at the bottom of the page
Connecting WhatsApp notifications
- Go to Sidebar → Settings → Notifications
- Toggle WhatsApp to ON
- Enter your phone number in international format (e.g., +1 555 123 4567)
- Click Send Verification
- You will receive a WhatsApp message with a confirmation code — enter it in the field
- Click Verify and then Save
Language and timezone
Select your preferred language from the Language dropdown. Guardian Hub currently supports English, Italian, French, German, and Spanish. The Timezone dropdown lets you choose your local timezone so that all dates and times throughout the platform are displayed correctly for your location.
14. Mobile App
Guardian Hub is built as a fully responsive web application that works seamlessly on smartphones and tablets. Additionally, it supports Progressive Web App (PWA) installation, giving you a native app-like experience without downloading from an app store.
Responsive interface
On mobile devices, the sidebar menu collapses into a hamburger menu icon at the top-left corner. All features — tickets, sites, billing, settings — are fully functional on mobile. Tables adapt to smaller screens, and forms are optimized for touch input.
Installing as a PWA
- Open Guardian Hub in Chrome on your Android device
- Tap the browser's three-dot menu (top-right corner)
- Select "Add to Home screen" or "Install app"
- Confirm the installation when prompted
- Guardian Hub now appears as an icon on your home screen and launches in its own window
- Open Guardian Hub in Safari on your iPhone or iPad
- Tap the Share button (the square with an upward arrow at the bottom of the screen)
- Scroll down and tap "Add to Home Screen"
- Give the shortcut a name (or keep the default) and tap Add
- The app icon now appears on your home screen with full-screen launch capability
15. WhatsApp / Telegram Support NEW
Guardian Hub now includes a floating chat widget that appears in the bottom-right corner of the screen. This widget lets you start a conversation directly through WhatsApp or Telegram without leaving the platform.
How the floating widget works
A small green chat bubble is always visible at the bottom-right of the page. Clicking it opens a popup with two options:
| Option | Action |
|---|---|
| Opens a WhatsApp conversation (Web or app) with the support team, pre-filled with your account details | |
| Telegram | Opens a Telegram chat with the support bot, pre-filled with your account reference |
Using the chat widget
- Look for the green chat bubble at the bottom-right corner of any page
- Click the bubble to expand the widget
- Choose WhatsApp or Telegram
- You will be redirected to the respective messaging app with a pre-filled message containing your user ID and organization name
- Type your question or issue and send it — the support team will respond through the chosen channel
16. Multi-Currency NEW
Guardian Hub now supports displaying monetary values in multiple currencies across the platform. This applies to the Billing section, Extras store, plan pricing, invoices, and credit balances.
Supported currencies
| Currency | Symbol | Code |
|---|---|---|
| Euro | € | EUR |
| US Dollar | $ | USD |
| British Pound | £ | GBP |
How currency is determined
Your display currency is set at the organization level by your administrator. However, you may also set a personal currency preference in Settings → Preferences. If a personal preference is set, it overrides the organization default for your account only.
- Go to Sidebar → Settings
- Find the Currency dropdown under the Preferences section
- Select your preferred currency (EUR, USD, or GBP)
- Click Save
- All prices throughout the platform will now display in the selected currency
17. Language Switcher NEW
Guardian Hub supports a quick language switcher accessible from any page, making it easy to change the interface language without navigating to Settings.
Switching language from the header
- Look for the language icon (globe icon) in the top-right area of the header bar
- Click the icon to open a dropdown of available languages
- Select your desired language (e.g., English, Italiano, Français, Deutsch, Español)
- The interface will immediately reload in the selected language
- Your choice is saved automatically and persists across sessions
Switching language from Settings
Alternatively, you can change the language in Sidebar → Settings → Language dropdown, as described in the Settings section. Both methods produce the same result.
18. FAQ
How do I open a new support ticket?
Navigate to Sidebar → New Ticket. Fill in the category, subject, priority, and a detailed description of your issue. Optionally attach files. Click Send. You will be redirected to the ticket detail page confirming the submission.
Where can I download my invoices?
Go to Sidebar → Billing → Invoices tab. Find the invoice you need and click the Download PDF button on the right side of the row.
Why do I not see certain menu items that are described in this manual?
Menu visibility depends on the permissions assigned to your account by your organization's administrator. If you need access to a specific feature, contact your admin and ask them to enable it for your role.
How do I add a new WordPress site to my account?
Install the GuardianPlug plugin on the WordPress site. Go to the plugin settings in WordPress and enter the connection token provided by your admin. Once connected, the site will appear in your Sites page within minutes.
Can I receive notifications on my phone?
Yes. Guardian Hub supports four notification channels: email, browser push notifications, WhatsApp, and Telegram. Enable any or all of them in Sidebar → Settings → Notifications. For push notifications, you also need to install the PWA (see Mobile App section).
How do I change the language of the interface?
Click the globe icon in the top-right header area and select your preferred language. Alternatively, go to Sidebar → Settings → Language and choose from the dropdown.
Why are prices showing in a different currency than I expected?
Currency display follows your organization's default setting. You can override it in Settings → Preferences → Currency. Note that the payment currency may differ from the display currency — see the Multi-Currency section for details.
What is the difference between the chat widget and a support ticket?
The floating chat widget (WhatsApp/Telegram) is for quick, informal communication. Tickets provide formal tracking with a full conversation history, attachments, status tracking, and priority levels. For anything that needs documented follow-up, use a ticket.
How do I reset my password if I forgot it?
On the login page, click "Forgot password?", enter your email, and click Send Reset Link. Check your inbox (including spam) for the reset email, click the link, and set a new password.
Can I use Guardian Hub offline?
Guardian Hub requires an internet connection for full functionality. However, if installed as a PWA, the app shell may load from cache, allowing you to see the interface briefly. All data operations (tickets, sites, billing) require an active connection.
19. Troubleshooting
I cannot log in
Possible causes: Incorrect email or password, unverified email, or account locked after too many failed attempts.
Solution: Double-check your email address for typos. Use the "Forgot password?" link to reset your password. Check your email for a verification link if your account is new. If your account appears locked, wait 15 minutes and try again, or contact your administrator.
I am not receiving email notifications
Possible causes: Notifications disabled in settings, emails going to spam, or email address is incorrect.
Solution: Go to Settings → Notifications and confirm that Email is toggled ON. Check your spam/junk folder and add the Guardian Hub sender address to your contacts. Verify your email address is correct in your profile.
Push notifications are not working
Possible causes: Browser permission denied, notifications disabled at OS level, or the PWA is not installed.
Solution: Open your browser's notification settings and ensure Guardian Hub is allowed. On mobile, check that the app (or browser) has notification permissions enabled in your device settings. Try disabling and re-enabling push notifications in Settings → Notifications.
My WordPress site does not appear in the Sites page
Possible causes: GuardianPlug plugin not installed, plugin deactivated, incorrect token, or network connectivity issues between the site and Guardian Hub.
Solution: Log into the WordPress admin for the site in question. Confirm the GuardianPlug plugin is installed and activated. Open the plugin settings and verify the connection token matches the one provided by your admin. If the token is correct but the site still does not appear, check that the WordPress site can reach the internet (no firewall blocking outbound API calls).
Stripe checkout fails when paying for a plan or add-on
Possible causes: Card declined, insufficient funds, expired card, or browser extensions blocking Stripe.
Solution: Try a different payment method. Ensure your card has not expired and has sufficient funds. Disable ad blockers or privacy extensions temporarily, as they may interfere with the Stripe checkout iframe. If the problem persists, contact your bank or try from a different browser.
The page loads slowly or shows a blank screen
Possible causes: Poor internet connection, browser cache issues, or outdated browser version.
Solution: Check your internet connection. Clear your browser cache and cookies for the Guardian Hub domain. Ensure you are using a modern, up-to-date browser (Chrome, Firefox, Safari, or Edge). Try opening the page in an incognito/private window to rule out extension conflicts.
Attachments fail to upload in tickets
Possible causes: File exceeds the maximum allowed size (typically 10 MB), unsupported file format, or network interruption during upload.
Solution: Reduce the file size (compress images, zip large files). Ensure the file format is supported (PNG, JPG, GIF, PDF, ZIP, TXT, CSV). Check your internet connection stability and retry the upload. If the issue persists, try uploading from a different browser.
The chat widget (WhatsApp/Telegram) is not visible
Possible causes: Your organization has not configured WhatsApp or Telegram support, or an ad blocker is hiding the widget.
Solution: Contact your organization admin to confirm whether WhatsApp/Telegram support is enabled. Disable ad-blocking extensions and reload the page. Check the bottom-right corner of the screen — the widget may be minimized or hidden behind another element on smaller screens.
End of User Manual — Guardian Hub v2.0
For admin-level documentation, see the Tenant & Admin Manual.