If data is not loading in the WooCommerce Mobile App — such as store stats, orders, products, or reviews — this guide walks you through the most common causes and how to resolve them. Work through each section below to identify and fix the issue.
Update the WooCommerce database
↑ Back to topA mismatched database version can prevent the app from loading data correctly. Verify that your WooCommerce database version matches the installed WooCommerce version by going to WooCommerce > Status in your WordPress dashboard. The WooCommerce Database Version value should match the WooCommerce Version value shown on the same page.
If the two versions differ, create a complete backup of your site first. Then go to WooCommerce > Status > Tools and click the Update Database button. After the update completes, open the mobile app and check whether data loads correctly.
Test for plugin conflicts
↑ Back to topIf the WooCommerce database is up to date, another plugin on your site may be interfering with the app. To identify the conflicting plugin, follow these steps:
- Deactivate all plugins except WooCommerce and Jetpack (if you use the Jetpack connection).
- Open the mobile app and test whether data loads.
- If the app works, reactivate plugins one at a time. Test the app after each activation to find the plugin that causes the issue. Start with caching or security plugins, as these are the most common sources of conflicts.
Consider whether the app stopped working after you recently installed a new plugin or ran a plugin update. That information can help narrow down the source of the problem.
If you identify a conflicting plugin, contact that plugin’s support team and let them know it causes conflicts with the WooCommerce Mobile App. Also inform the WooCommerce support team so they can address the conflict from their side.
For a detailed walkthrough of the conflict-testing process, see how to test for conflicts.
Note: A third-party plugin can alter the type of a field in the app’s API response, which causes the app to fail when parsing the value. WooCommerce cannot prevent other plugins from modifying these responses. If a plugin submits invalid data, contact the plugin developer for assistance.
Check for site performance issues
↑ Back to topThe app or Jetpack may have difficulty maintaining a consistent connection to your site if the server responds slowly or inconsistently. The following steps can help resolve performance-related loading problems.
Verify your PHP version
↑ Back to topMake sure your site runs a PHP version that meets WordPress requirements. Contact your hosting provider if you need help updating PHP.
Check for security blocks
↑ Back to topSecurity plugins or server-level firewalls can block the requests the app sends to your site. Deactivate any security plugins temporarily and test the app. Also contact your hosting provider and ask them to check server logs for blocked requests to your site’s REST API.
If you use the Jetpack plugin, requests from Jetpack servers have these characteristics:
- File:
https://yourgroovydomain.com/xmlrpc.php - User-agent header: Jetpack by WordPress.com
- IP addresses: Jetpack IP allowlist
Ask your host to allowlist the IP addresses at the link above. Keep in mind that Jetpack may add or change IP addresses at any time, which could break the connection. For this reason, allowlisting specific IPs is a temporary measure, although it may be the only option with some hosts.
Identify resource-heavy plugins
↑ Back to topIf the issue persists, install Query Monitor to identify which plugins or themes consume the most server resources. Remove or replace any plugins that are not essential but have a significant performance impact. Reducing server load improves overall site performance even if the connection issue has a different root cause.
Verify order creation dates
↑ Back to topIf your orders are not loading in the app, one or more orders may have an invalid creation date. Go to WooCommerce > Orders in your WordPress dashboard and verify that every order displays a valid date. Orders with missing or malformed dates can prevent the app from parsing the order list.
Still experiencing issues
↑ Back to topIf you use the Jetpack plugin to connect the app to your site, verify that the Jetpack connection is active and working correctly. Review Jetpack known issues or try reconnecting your site to Jetpack.
If the problem continues, contact the WooCommerce support team from within the app by going to Menu > Settings > Help & Support > Contact Support.