This WooCommerce Support Policy describes the support you can expect from us regarding WooCommerce Services.
If you have questions about this Support Policy or do not agree with it, please contact us before using the Website. We may amend this Support Policy from time to time; please check this page to ensure that you are aware of any changes. This Support Policy is effective from January 1, 2024.
By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
We support products sold on WooCommerce.com (the “Products”), which may be developed by WooCommerce or a third-party developer. Our Support Service includes assistance with Product installations, configuration, and use. If you need help setting up or configuring your Product, please first check the documentation and FAQs of the extension or theme. Your question may have been answered already. If it hasn’t, please submit a support ticket.
Retired Products are supported until your subscription expires. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a ticket at our Helpdesk.
At WooCommerce.com, we offer support when your site is using the latest release of the core WooCommerce plugin (and the main WordPress software) and the previous version before that. This is called L-1 (“Latest minus one version”), where the version number is in the format of x.y.z — we focus on the second and then the first number.
For example, if the current version of WooCommerce is 6.3.z then the oldest WooCommerce version we support is 6.2.z.
You can view WooCommerce’s full release history on the Releases page.
For extensions and themes, we support the latest version of those only.
As part of the support and troubleshooting process, updating to the latest version often resolves any problems so we do recommend this initially. For more information on how to do this, see How To Update WooCommerce.
We will fix any defects in Products we sell as quickly as possible once they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know. If you want to speed up the process, make sure to follow the steps in our self-help guide first. If you don’t, we may ask you to go through those steps.
Our Support Service does not cover products supplied by Third Parties who are not our Resellers, or third-party products and services which we did not sell or license to you and for which we do not provide support. We may require you to disable third-party products that are installed alongside Products we sell before we can assist you.
We do not give general WordPress support. Find resources and answers about WordPress in the WordPress.org forums
We provide the Products as-is. While we can help you configure the Products within the capabilities of each extension or theme, we do not customize the Products or support any third-party customizations of the Products. Customization is anything that changes the way the Products look or function relative to how we make the Products available to you.
If you need customization, we do our best to offer advice and direct you to appropriate resources. However, we do not take responsibility or endorse third-party solutions for customizing the Products. Third-party services that some customers have found helpful include WooExperts.
We provide Support Services through our Helpdesk via Live Chat or Email. We do not consistently provide our Support Service through any other channel (including, but not limited to Facebook, Twitter (X), or over the phone) at this time.
You need to submit a ticket using the Helpdesk to take advantage of our Support Service. Depending on the product, you might be offered a live chat option. In both cases, please bear in mind what we do support when submitting your ticket. We may ask you to send us your login details if we need them to assist you – if you do, please follow our documentation about how to pass the details to us securely. Our Helpdesk tickets, and the information you share with us through these tickets, are confidential — only you and our support team will see your ticket.
On each product page, you can find information about who developed the extension. When you have a question about an extension you purchased, we may involve the developer of that extension to fulfill our support obligation to you. This ensures that you get the answers you need as quickly as possible from the people best equipped to help you.
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify the advice you receive through community forums before relying on it.
Our frequently answered questions (FAQs) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.
If you would like to contact us regarding account-related issues or pre-sales questions, use our contact form. We will respond to you as soon as possible.
This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:
The provisions incorporated into this Support Policy from the Terms must be read as applying to this Support Policy, to the extent doing so does not materially change their meaning. To the extent, the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.
The defined terms in the Supplementary Glossary below in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted per the principles set out in the Terms.