If you encounter a problem with a plugin that is not solved by one of the support documents, please follow these steps to troubleshoot:
- Ensure you have updated to the latest version of the plugin. Steps to update plugins are here.
- Switch to a default theme and re-test. A default theme would be something like Twenty Nineteen. Often, custom themes can be missing a vital hook or piece of code that will affect a plugin’s functionality.
- Disable all other plugins (except WooCommerce) and re-test. If the problem has disappeared, then re-enable each plugin one by one, re-testing after each one. This is a systematic way to establish whether there is a conflict with another plugin and to identify the problematic plugin.
If the problem persists, then please raise a support ticket here. You’ll need your licence key and version number. When you submit your ticket, you should receive an automatic response within a few seconds.
Please ensure that you include the following details:
- A clear description of the issue you’re facing, e.g. “The price isn’t updating correctly”
- A link to a page where we can see the issue
- A list of steps for us to take in order to view the issue (if it’s not immediately obvious), e.g. “Add the following items to the cart”
- A description of the expected behaviour, e.g. “The price of the item in the cart should be $x”
Including these items will allow us to investigate the issue quickly and efficiently.
One of our support team will get back to you directly. We aim to respond well within 24 hours Monday to Friday – often you’ll get a response within a few minutes, but this will depend somewhat on time zones and the number of other tickets in the queue.