This guide explains how to troubleshoot common WooCommerce issues before contacting support. You can use self-serve resources to resolve problems on your own, or contact the WooCommerce Help Desk for direct assistance from a Happiness Engineer.
There are two paths to get help:
- Use self-serve resources. Many issues can be resolved right away using the AI assistant, so you do not need to wait for a reply from a human.
- Contact the Help Desk. Providing as much information as possible speeds up the process. Include your WooCommerce System Status Report, a screenshot of the error, any relevant PHP error logs, and other details as described in the Contact the Help Desk section.
Chat with the AI assistant
↑ Back to topOn each page of the WooCommerce documentation, as well as on the Get Support page in your account area, you can access an AI assistant. The assistant has access to all documentation on WooCommerce.com and is purpose-built to help you find solutions quickly.
If your site is connected to WordPress.com via Jetpack, the AI assistant can view select details about your site, such as whether plugins need updating and which plugins you have installed. If you have usage tracking enabled in WooCommerce and your site has experienced any recent fatal errors, the AI assistant can display a readout of the errors and assist you in diagnosing issues with your store.
If you choose not to enable usage tracking or connect your site to Jetpack, you can still share your System Status Report, error logs, or descriptions of the issues you are facing with the assistant for helpful results.
Search the documentation
↑ Back to topEnter your question in the search box above, or use your preferred search engine to research a solution.
Verify everything is up to date
↑ Back to topTo confirm you have the latest version of WordPress, your plugins, and your theme, go to Dashboard > Updates in the WordPress admin. This screen shows any available updates for your site.
Update your theme and plugins before contacting support to ensure the most efficient assistance.
Update notifications
↑ Back to topIf you purchased a WooCommerce product, you must activate your WooCommerce subscription as described in Managing WooCommerce.com subscriptions to receive updates for the extension. This applies to all products downloaded from WooCommerce.com, whether paid or free.
Check for conflicts
↑ Back to topBefore contacting support, rule out theme or plugin conflicts by following these steps:
- Switch to a default WordPress theme, such as Storefront. If the issue stops, there is a conflict with your theme. Contact the theme developer for assistance.
- Deactivate all plugins temporarily except WooCommerce and the extension presenting the issue. Reactivate plugins one by one and repeat the same actions you took when the issue arose to identify the conflicting plugin. See How to test for conflicts for detailed instructions.
- Contact WooCommerce support if the issue persists and is related to a WooCommerce.com product.
Third-party themes or plugins not purchased from WooCommerce.com are supported by their respective developers. Contact the developer directly for assistance with those products. WooCommerce support covers only products created and offered on WooCommerce.com.
Contact the Help Desk
↑ Back to topIf self-serve resources do not resolve your issue, you can submit a request to the WooCommerce Help Desk. Providing detailed information with your request helps the Happiness Engineer diagnose your issue faster.
Include the following information when you contact support:
- System Status Report. Copy the report from WooCommerce > Status in your WordPress admin. See Understanding the WooCommerce System Status Report for instructions.
- Screenshots or screen recordings. Capture the error message or unexpected behavior. See how to take a screenshot for guidance.
- PHP error logs. If applicable, include relevant entries from your site’s error log. See Finding PHP error logs for details.
- Steps to reproduce. Describe the exact steps you take to encounter the issue. Include the URL of the page where the problem occurs, if possible.
- Conflict testing results. Note whether you have already tested for conflicts and share the results.
- Expected vs. actual behavior. Explain what you expected to happen and what happened instead.
After you submit your request, a Happiness Engineer reviews the information and responds via email. Response times vary depending on the complexity of the issue and current volume. You can check the status of your open requests on the Get Support page in your WooCommerce.com account.
Questions and support
↑ Back to topDo you still have questions and need assistance?
This documentation is about the free, core WooCommerce plugin, for which support is provided in our community forums on WordPress.org. By searching this forum, you’ll often find that your question has been asked and answered before.
If you haven’t created a WordPress.org account to use the forums, here’s how.
- If you’re looking to extend the core functionality shown here, we recommend reviewing available extensions in the WooCommerce Marketplace.
- Need ongoing advanced support or a customization built for WooCommerce? Hire a Woo Agency Partner.
- Are you a developer building your own WooCommerce integration or extension? Check our Developer Resources.
If you weren’t able to find the information you need, please use the feedback thumbs below to let us know.