WooCommerce Self-Service Guide

Review our guide to see if these solutions apply before submitting a ticket.

Top three most common issues ↑ Back to top

Having an issue with your WooCommerce store? Our aim is to help you solve it.

According to stats, most are caused by:

  • Outdated software on your site
  • Conflict with your theme
  • Conflict with another plugin

Outdated software ↑ Back to top

Keeping software up to date better protects your website against hacking. The latest versions of WordPress, WooCommerce, and Woo extensions, as well as your theme and other plugins, often have bug fixes that resolve the current trouble you’re having.

To check if there are updates for your website, go to WooCommerce > Status > System Status, where important notifications are highlighted in red.

More information at: Understanding the WooCommerce System Status Report.

Update instructions ↑ Back to top

To ensure that the update process runs as smooth as possible:

  1. Make a full backup of your site, data, and files.
    • Ask your hosting company to assist you
    • Use Jetpack Rewind (it’s free)
  2. Go to Dashboard > Plugins, and update third-party plugin(s) out of date. Do not update WooCommerce yet.
    • If your website is running WooCommerce 2.0 or earlier, use a test/staging site first to verify the latest version goes well, and then update the live site. WP Staging can help with that.
  3. Update extensions purchased from WooCommerce.com. You can also download extension(s) from your Woo Account and overwrite plugin(s) manually via FTP in /wp-content/plugins/
  4. Go to: WordPress Dashboard > Plugins and upgrade WooCommerce to the latest stable version.
  5. Update WordPress to the current version. A notification on your WordPress Dashboard tells you if an update is available.
  6. Update your theme to the current version. Check with the author to see if you’re running the latest version.

More information at: How to Update WooCommerce.

Plugin and theme conflicts ↑ Back to top

We cannot provide support for third-party plugins and themes. Contact the author for updates.

Almost half of tickets we receive are related to issues caused by conflicts with third-party themes and plugins.

To troubleshoot theme and plugin conflicts:

1/ Switch to a default WordPress theme, such as Twenty Seventeen, to see if the problem still exists. If it goes away, contact your theme developer about the issue. There may be an update that solves it.

If the problem persists using a default theme, go to the next step.

2/ Deactivate temporarily all your plugins, except WooCommerce and the WooCommerce.com extension(s) giving trouble. Does that fix it?

  • If yes, there’s likely a conflict with one of the disabled plugins. To pinpoint which one, reactivate plugins (one at a time), repeat the actions taken when the issue appeared, and see when/if the issue reappears.
  • If the issue remains while running a default theme and no extra plugins activated, go to the next step.

3/ Contact a Happiness Engineer to investigate and advise. In the support ticket, provide us with as much info as possible. Answering these questions will speed the process:

  • When exactly did you first notice the problem?
  • Have any updates been applied to your website recently?
  • Have you changed themes or made design changes?
  • Have you installed any new plugins?
  • Can the issue be replicated on multiple devices?
  • Is your problem happening in one browser or all of them?
  • Do you see a specific error messages? Take a screenshot.

More information at: How to Test for Theme and Plugin Conflicts.

Troubleshooting ↑ Back to top

Fatal errors ↑ Back to top

Fatal error messages typically tell you the path, including the name of the plugin or theme causing it. This helps track down where/what to fix.

System status ↑ Back to top

The WooCommerce System Status page provides a wealth of info on versions, template overrides, and memory. To access, go to
WooCommerce > Status > System Status
.

Items requiring action are highlighted in red. This may include Updating Memory, creating pages correctly, or updating outdated plugins.

Slow sites ↑ Back to top

See Troubleshooting a Slow Site Guide for tips and tricks.

FAQs ↑ Back to top

How do I manually upload a plugin? ↑ Back to top

To update a plugin manually, unzip the download and load the files via FTP and overwrite existing files. There is no need to deactivate the plugin, and no need to delete files. You can’t automatically update WooCommerce plugins via your WordPress admin unless you activated your keys – you must do it via FTP.

Where do I find my downloads and keys? ↑ Back to top

Can you help with customizations? ↑ Back to top

Requesting a new feature or help with customization is beyond the scope of our Support Policy. Customizations or particular features/functionality can be addressed by contacting:

Post jobs, and consult experienced developers who review your requests and complete work as quick as possible.

Ideas/feature requests for WooCommerce.com extensions and WooCommerce core can be posted directly on our Ideas Board. We act on feedback and ideas with highest priority.

Why am I getting the message, “WooCommerce Data Update Required”? ↑ Back to top

You’re running and older version of WooCommerce and need to update to the latest. More info at: How to Update WooCommerce.

Why are my Data Sets not saving? ↑ Back to top

If you notice product variations, tax rates, and other large data sets not saving, see solutions at: Problems with large amounts of data not saving (variations, rates, etc).

I found a bug, what do I do? ↑ Back to top

If you found a bug in WooCommerce Core (not an extension) that persists after performing the above troubleshooting steps, report it to our developers at WooCommerce GitHub.

Documentation ↑ Back to top

We have Documentation that covers all our plugins, extensions, and themes in detail. We put a lot of effort into improving content and making it easier to navigate.

Here are a few resources to assist you:

Still need help? ↑ Back to top

Open a new ticket so one of our Happiness Engineers can assist further. To ensure faster and efficient help:

  1. Generate a WooCommerce Systems Status report. Go to: WooCommerce > Status > System Status > Get System Report.
  2. Share results from steps you took above using the Self-Service Guide.
  3. Provide us with a temporary Administrator username and password for your WordPress/WooCommerce site so we can start investigating immediately. Adding this info in your ticket is secure, and details are kept private.

Thank you!

WooCommerce - the most customizable eCommerce platform for building your online business.

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