WooCommerce Self Service Guide

Review the guide below to see if these solutions assist with your issues before submitting a ticket.

FAQ After Upgrading to WooCommerce 3.0 ↑ Back to top

WooCommerce 3.0 “Bionic Butterfly” has now been released.

Why does my homepage keep refreshing? ↑ Back to top

This is a bug that was just reported. Please see this for more information.

To temporarily resolve, go to WooCommerce > Settings and set the ‘default customer location’ setting to anything other than ‘Geolocation with page caching support.’

Why aren’t my product images working any longer? ↑ Back to top

This generally happens if your theme hasn’t enabled the new gallery features in WooCommerce 3.0. You can verify this by temporarily switching to a different theme such as Storefront to see if the images behave properly.

I only see a white screen or an error when I try to access my site! How do I fix this? ↑ Back to top

This happens when a plugin has broken the site, most often when a plugin hasn’t been updated to work with the latest version of WooCommerce. Fix this by following, How to Deactivate All Plugins When Not Able to Access WP-Admin.

Can I downgrade/roll back to WooCommerce 2.6.14? ↑ Back to top

If you have not modified or added data to your site (products, orders or customers), you can roll back by replacing the WooCommerce 3.x files with the 2.6.14 files.

Otherwise, you can roll back if you have a database backup of your site on WooCommerce 2.6.14. Roll back the files to 2.6.14 and then restore the backed-up database.

If you uninstall WooCommerce from the WP-Admin as part of this process, make sure that “delete data” isn’t selected or all data will be deleted.

Can I add the “order items” column back to the order overview screen? ↑ Back to top

We removed the ‘order items’ column on the orders page in WooCommerce 3.0 to improve performance, but you can restore it with this plugin.

Why are free products now showing up as costing $0? ↑ Back to top

This was changed in WooCommerce 3.0, but you can re-enable it by adding this snippet to your theme’s functions.php file.

Top Three Most Common Issues ↑ Back to top

If you’ve come to this document, chances are that you are having an issue with your WooCommerce store. This document aims to help you determine where the problem lies. Many issues you experience can be solved by addressing the top three most common problems:

  • Your website software is out of date.
  • There is a conflict with your theme.
  • There is a conflict with another plugin.

Outdated Software ↑ Back to top

By keeping your software up to date, not only does that keep your website more protected against hacking, but new versions of WordPress, WooCommerce and Woo extensions, as well as your theme and other plugins, often have bug fixes that might resolve the current trouble you’re having.

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

update-plugins-system-status

The System Status report contains a wealth of information, so be sure to read our documentation on Understanding the WooCommerce System Status Report.

Update Instructions ↑ Back to top

Before updating, always be sure to make a full backup of your website, which includes your database and files.

After making a full backup of your website, to ensure that the update process runs as smooth as possible, follow these steps:

  1. From WordPress Dashboard > Plugins, update any 3rd party plugin that is out of date. Do not update WooCommerce yet.
  2. If your website is running WooCommerce 2.0 or earlier, do not update on your live site. This is a significant update over multiple versions and could cause trouble. Only update on a test/staging site to ensure that the process runs smoothly.
  3. Update any WooCommerce extension you purchased from WooCommerce.com. This is done using the WooCommerce Helper. You can also download your extension(s) from your Woo Account and overwrite the plugin(s) manually by FTP in /wp-content/plugins/
  4. Update WooCommerce to the latest stable version. Go to: WordPress Dashboard > Plugins and upgrade WooCommerce.
  5. Update WordPress to the current version. There will be a notification on your WordPress Dashboard if an update is available.
  6. Update your theme to the current version. You may need to check with your theme author to see if you’re running the latest version. If your site is running a WooTheme, you can update the WooFramework here: WordPress Dashboard > Theme > Update Framework

For install/upgrade help see the WordPress Documentation on how to manage the plugins in your install.

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 the tickets we receive are related to issues caused by conflicts with third party themes and plugins. Although these themes and plugins provide additional functionality, more code running on your website will increase the chance of compatibility trouble. We strive to ensure compatibility with our extensions, but we can’t guarantee that 3rd party products made for WooCommerce will work with our software.

In order to troubleshoot conflicts, the first step is to try switching to a default WordPress theme, such as Twenty Seventeen, to see if the problem still exists. If the problem goes away, you’ll have to contact your theme developer about the issue. There may be an update available which could resolve the trouble.

If the problem persists in a default theme, the next step is to disable all of your plugins, except for WooCommerce and the WooCommerce extensions where the trouble is occurring. Does that resolve the problem? If it does, then there’s likely a conflict with another plugin somewhere and to pinpoint which one, you can reactivate your plugins (1 or 2 at a time) and see if the problem reappears.

If the issue is still there running a default theme and no extra plugins activated, it will likely need a Ninja to investigate further. In the support ticket that you create, be sure to provide us with as much information as possible. Answering these questions will help us resolve the trouble quickly:

  • When exactly did you first notice the problem?
  • Have any updates been applied to your website recently?
  • Have you changed themes or made any 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 any specific error messages?
In order to allow us to fully troubleshoot any issue, please provide us with an administrator username and password for your WordPress admin. Adding this information within your ticket thread is safe and your details will be kept private. This user account can be temporary and can be deleted when the problem is resolved.

More Troubleshooting ↑ Back to top

Fatal Errors ↑ Back to top

If you see a fatal error message on your site, typically it will tell you the path (which includes the name of the plugin or theme causing this) so that you can see what plugin or theme is causing the error. This will help you in tracking down where to fix this.

Check for Common Issues via the System Status Page

The WooCommerce system status page provides information on versions, template overrides, and memory. To access the page go to WooCommerce > System Status.

Items you need to act upon will be highlighted red. This may include Updating Memory, creating pages correctly, or updating outdated plugins.

Troubleshooting a Slow Site ↑ Back to top

Please reference our Troubleshooting a Slow Site Guide for tips and tricks on how to make your site faster.

FAQ ↑ Back to top

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

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

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

You can download and access your keys at the following links:

Can you help me with customizations? ↑ Back to top

If you have submitted a ticket where you asked for a new feature or how to do a specific customization, please read our Support Policy first.

If you are after something custom, or you want a particular feature not offered in core or our extensions, we cannot assist as this is beyond the support we can offer. We recommend the following resources:

You can post jobs, have experienced developers look at your requests using the above services and get the job done as quick as possible.

Ideas/feature requests for WooCommerce extensions and WooCommerce core should be posted directly on our Ideas Board. Here other users can vote on your ideas, gather feedback and ultimately we will act upon the most requested ideas.

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

You need to update WooCommerce to the latest version. You’re currently running an older version.

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

If you notice product variations, tax rates and other large data sets not saving, please refer to the Problems with large amounts of data not saving (variations, rates etc) documentation for more details on how to address that issue.

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

If you have found a bug in WooCommerce Core (not an extension) that persists after following the above troubleshooting tips, please report it directly to GitHub instead of creating a ticket on support so our developers are made aware.

Documentation ↑ Back to top

We have an extensive documentation site that covers all our plugins, extensions, and themes in detail. We have put a lot of effort into improving this resource and it is now easier to navigate and find articles related to your problems.

Here are some great resources to assist you during your Self Service Troubleshooting:

Still Need Help? ↑ Back to top

After you’ve searched the Help Desk, if you still need help with a Woo product, please open a new ticket so one of our Support Ninjas can help further.

Here are the steps to ensure that our Support Ninjas can assist you more quickly:

  1. Generate a WooCommerce Systems Status report. Go to: WooCommerce > System status and Get System Report.
  2. Tell us what you have found out while working through the Self Service Trouble Shooting Guide.
  3. Provide us with an administrator username and password for your WordPress admin so we can start investigating immediately. Adding this information within your ticket is secure and your details will be kept private. You can create a temporary user name and password then delete it when we’re finished helping.

Thank you!

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

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