Woocommerce Support: Frequently Asked Questions About Woocommerce

Frequently Asked Questions about WooCommerce support, WooCommerce goods, and WooCommerce.com account management are answered on this page.

Woocommerce Questions of a General Nature

WordPress: what is it and how does it work?

WordPress is a platform for creating and publishing online content (CMS). It's a piece of software that makes it easier to produce, manage, and distribute web content. Right now, WordPress comes in two varieties, one hosted and the other open source: (self-hosted). When you buy a theme from WooCommerce.com, you may use it on your self-hosted site or on WordPress.com's business or eCommerce plans. Themes may be found on our page dedicated to them.

What does it mean to have themes?

When you activate a theme on your WordPress site, you're activating a ready-to-use layout and design. When it comes to content, WordPress takes care of everything (posts, pages, comments), while the theme creates a beautiful and user-friendly look for your visitors to enjoy. The WordPress Customizer lets you customize the look and behavior of a theme.

What's the best way to set up my Woo themes?

It's simple to use WordPress after you've set it up. Installing a Woo Theme may be done by following the steps described in that section.

What options do I have for personalizing my Woo theme?

A lot will rely on your theme's goals while answering this question. The Customizer in WordPress lets you do things like upload your own logo, change the background color of your theme, and more.

To make changes to your theme's layout and design, you'll need some familiarity with HTML and CSS outside of the default settings. Knowledge of WordPress-specific PHP is also beneficial for digging further. If you're new to WordPress, the Codex has a lot of information.

Finally, a child theme is the ideal way for customizing one of our themes. It is possible to customize and modify a child theme in the same way as you would a parent theme. You'll be astounded at what you can achieve with a simple style and a kid theme. functions.php and a stylesheet Child themes are covered in this tutorial. Search engines like Google have much of information on developing kid-friendly themes.

Is it possible to use your themes on WordPress.com?

The WooCommerce.com themes are compatible with WordPress.org self-hosted installs. You may add your own themes to your WordPress.com Business Plan site by navigating to My Site > Themes and clicking the Upload Theme option.

I bought a WordPress.com theme; can I get any help with it?

If you purchased a theme from WordPress.com, you'll need to head to the premium theme support forum to get assistance.

WooCommerce.com use a custom theme, what is it?

WooCommerce and custom code power our website's child theme, which is built on Storefront.

What kind of assistance do you offer?

If you need assistance with a WooCommerce.com product, our Documentation is the best place to start. In order to help you assist yourself, we're building and maintaining resources to do so.

For further Wordpress Support, visit the Help Desk and start a live conversation or create a ticket for the product you need assistance with..

While phone support for the product is now unavailable, you can get some basic help from the team on Facebook and Twitter, and they may advise you to create a support request for further in-depth assistance. For further details, please see our Support Policy.

Is there a way I can reach you?

As previously said, all of our assistance is text-based, so you may refer to it at a later time if necessary. Pre-sales and support inquiries are welcome. Please get in touch with us here!

Questions about Purchase and Accounts

On WooCommerce.com, how can I make a purchase?

Locate the product you desire, click the Buy button, then select the subscription or package that best suits your needs. After that, you'll be redirected to our checkout page, where you may use your saved information or create a new account using your current WooCommerce.com account. Below the registration area is where you'll complete the checkout procedure.

Neither a receipt nor login information has been sent to my e-mail address.

Once your payment has been accepted, an email will be issued to you. If you haven't received an email confirmation of your payment or login credentials within a few hours, please contact us so we can look into it.

Unfortunately, I'm unable to enter onto my WooCommerce.com account!

If you are having problems login into your account, please contact us so we can help you out.

My WooCommerce.com purchases are nowhere to be seen!

Please contact us if you don't see your purchased items on the My Account page. Be ready to offer information about any WooCommerce accounts you may have or any products you may have purchased on behalf of a customer.

How can I use my current WooCommerce.com account to purchase a WooCommerce.com product?

Before proceeding to the checkout page, be that you are logged into the proper account. To begin a purchase, you must first log into the right account if you are not logged in or are logged into the wrong account.

Which forms of payment are you willing to accept?

Our payment gateway is Stripe.com, which accepts all major credit and debit cards as well as American Express, Diner's Club, and JCB. If you pay with a credit card, you will be charged in USD, and your bank or credit card company will convert it to your local currency.

I'm unable to make any purchases. There's a problem with your order!

Please get in touch with us so we can investigate what transpired.

I purchased something, but I don't know how to get it.

Once your order has been completed, you will receive an email with a download link and a link to the Order Received page. Please feel free to come back to our site whenever you want to download your purchase (s). To see all of the items you have access to, go to your account page and click on the Downloads tab. When you look at downloads on our site, you'll also find other useful information, such as the current version of your product, when it was launched, and a changelog for each update you've made.

What is the procedure for closing my account?

WordPress.com is used for the Login procedure if you can log in and access your account. WordPress.com will also cancel the associated WooCommerce.com account if you delete it. We can assist you remove your account if you haven't connected WordPress.com or can't access it.

Questions Regarding the Theme Pack

What's the distinction between the various theme bundles?

A theme bundle is no longer offered by WooCommerce.

Although the theme was formerly included with the Standard Package, this has changed recently (.zip file). For the homepage layout, there was a Photoshop PSD file included in the Developer Package (.zip file). You got access to all of them with the All Themes Package, which also included all of their children's themes and all of their PSD files.

How long will I be able to get help and updates?

As long as your membership is active, you'll have access to updates and customer service. See our Subscriptions page for more information.

Is there a time limit on the use of my theme package?

After the expiration of your Subscription, you will no longer get product updates or support for the purchased item. You're free to stick with your current theme for the time being; nothing will change. See our Subscriptions page for more information.

Is there a PSD file included with my theme purchase?

No. This was true for our previous Developer Package and All Themes Package, but not for the new Standard Package.

Do you really need that Photoshop PSD file?

Before diving into the coding, I used the PSD files to make structural and design adjustments to the theme. Most design companies and freelancers use this option to create a mock-up of a site's first design for clients to review. Instead of learning PHP/HTML/CSS, they just needed to understand the design brief. Many of our themes rely on background pictures as well as CSS customization of colors and typography. These pictures may be quickly tweaked with the use of PSD files. It's possible to recreate photos if you're familiar with Photoshop, but for those who aren't, this tutorial should be helpful.

Is it possible to try out a theme before buying it?

Yes, you may check out theme demos on the product pages or on the individual pages of each theme. If you have any concerns about how our themes operate, we recommend checking out our Theme Documentation. A 30-day money-back guarantee lets you give the theme a try risk-free. We would gladly provide a refund if you are dissatisfied with your purchase.

I can't seem to locate my theme; was it taken down?

Retired WooThemes has a comprehensive list of all of the company's themes that have been removed.

Subscription issues with WooCommerce.com

When you purchase a WooCommerce.com membership, you're getting access to support and updates for one linked store for the extension you purchased on WooCommerce.com per year. Below you'll find more detailed responses to frequently asked subscription-related inquiries.

You can see the renewal price on WooCommerce.com's product listing, which is 100 percent of the current price. In the My Subscriptions tab, you may turn off automatic renewals. You may learn more about auto-renewals by visiting this page.

What exactly is the purpose of the subscription keys?

All WooCommerce.com goods have unique keys that may be used to activate a subscription to get product updates and assistance from our staff.

At this time, there are no higher-level developer keys/licenses available.

My subscriptions allow me to visit a certain number of sites.

On a live site as well as a staging/test/development site, a single valid subscription key can be utilized. By using this method, you can test your extensions in a live and development environment at the same time, saving you the time and effort of switching between the two.

Prior to this, we had memberships available for five and twenty-five web sites. All sales will be for memberships to a single site starting in February 2020. It is possible to use a legacy 5-site subscription on 5 live sites and 5 test/development sites if you already have one. In the case of a legacy 25-site subscription, the software can be used on 25 live sites as well as 25 test/development sites. Each "site" is a unique activation URL in our book.

An activation URL is a URL that does something.

This site and https://docs.woocommerce.com are two different entities that are not connected by a key.

Sites in a subdirectory are independent entities. https://woocommerce.com/site1/activated key does not cover https://woocommerce.com/site2/activated key

In terms of protocols, we handle activation URLs in a different way than https, so this might be a new site or one that is dev/staging/test and the other that is live, depending on your perspective.

In the following example, one (1) complete membership key is utilized on both the development and live sites: woocommerce.com and woocommerce.com

Activation of a subscription: how does it work?

You must link your store to WooCommerce.com in order to activate a membership. No limit on the number of times you may use this key.

Is it possible to get a membership that lasts forever?

No, each key is only good for the duration of your subscription(s), not from the date of purchase.

Before the modifications, I bought something. Is my membership valid for the rest of the year?

If you purchased a product with lifetime support and updates prior to August 1, 2013, you had the option to grandfather your purchase before that date. Those who met the requirements received five letters: one after 90 days, one after 60 days, one after 30 days, and one after two weeks on August 1, 2015. Qualifying accounts had access to an auto-grandfather link until August 1, 2015. The due date has gone without a trace.

In this context, "lifetime" refers to the useful life of a product, not the useful life of a customer or buyer.

What is the procedure for renewing my membership?

If auto-renew is turned on, your membership will renew and charge your credit card on the next billing cycle's due date. Once you've paid for another year, you'll receive an email confirmation with a receipt.

60, 30, 14, 7, and 2 days before your membership expires, you'll receive a renewal reminder email. About the My Subscriptions tab, you'll also find information on renewing your subscription. If auto-renew is turned off, you'll get these emails.

Do I have to pay anything more to extend my subscription?

Annual subscriptions are charged at the current price plus 100%. Renewals do not qualify for promotional discounts or coupons.

In the event that I decide to continue with my membership, what will I be receiving?

When you renew your membership, you'll continue to get support and software updates for your old subscription. Newer versions of WordPress and WooCommerce are supported, and bug patches are added along with new product features and upgrades, as a result of this.

Can I still use the support once my membership has expired?

You won't be able to renew your membership if it's expired or didn't auto-renew. A new copy of the product can be purchased to keep your current license active. Use of the product on your website is still possible, but you will no longer be able to download the file or get any Wordpress Help or updates.

Before their membership expires, many of our store owners opt to preserve a duplicate of their product(s) in case they are unable or unable to renew. If your membership has expired, our support staff will not provide you with the download files.

Go to the product website and look at the Changelog to see if an update can fix any problems you are encountering. When a product stops operating, the first thing you should do is update it.

What's the deal with keys on a multi-location network?

All plugins in a WordPress Multisite installation are kept together in a single directory. This implies that all plugin updates must be handled centrally on the network. However, for complete support coverage, you must activate the plugin on a subsite level and add one subscription key per subsite.

If I want to stop receiving emails from one site, how can I accomplish that?

Deactivate your key from the WooCommerce Account Dashboard – My Subscriptions page to revive it on another site. To begin getting support and updates for that URL, the key may be enabled on a new site using the old key.

The key will function automatically on a test site or development environment, and you won't have to go through this step any more.

Are there any restrictions on who I may give my subscription to?

It is possible to move a subscription from one person to another. Follow the procedures under Transferring WooCommerce.com Subscriptions if you and the receiver both have a WooCommerce.com account. WooCommerce.com accounts are required and may be obtained by visiting Create an Account.

Subscriptions for several websites (no longer available). Transferring all five or all 25 of your subscriptions to a single account is an option. One key from a multisite license cannot be transferred, however it may be shared.

I have free products; do I have to renew it?

No. In order to guarantee that your key works and that you have access to support, updates as well as downloaded goods, free items are automatically renewed. You don't have to keep a payment method on file if all of your items are free.

How do product licenses and subscriptions differ?

Unlike subscriptions, which renew automatically until you cancel them, licenses must be paid individually each year. Subscriptions function similarly to licenses in all other respects.

The language change was implemented in February 2016 in order to better reflect the services we aim to deliver to our clients. We want to build a long-term relationship with our consumers, not just make a one-time sale, therefore we went with the word "subscription."

What will happen to licenses acquired prior to the subscription model's implementation?

There is no auto-renewal for existing licenses because they are now active subscriptions. Subscriptions that are already active should have a payment method added and auto-renew enabled.

License keys are referred to as "keys" to maintain consistency in the terminology, although all currently active products continue to function without the requirement to activate a new key.

Questions that Recur After You Answer Them

Are my purchases eligible for auto-renewals?

After February 2016, auto-renewal is enabled by default for purchases.

• You must activate the option of auto-renew on a product-by-product basis for purchases made before to February 2016.

The My Subscriptions tab in your account has renewal options that you may look at and make changes to.

How can I stop my membership from renewing automatically?

Visit the My Subscriptions page and click on the three-dot symbol to bring up the Disable auto-renewal option on the right side of the listing in order to stop automatic renewals for a product.

When your subscription expires, this will also terminate it.

To pay "manually," turn off auto-renewal. Allow payment to be taken on the due date, then deactivate auto-renewal by entering a credit card.

To enable auto-renewals, follow these steps.

Visit My Subscriptions to turn on auto-renewals. To disable auto-renewal, click the three-dot symbol next to the product name on the right side of the listing.

To set up automatic billing, follow the instructions on this page. Toggle auto-renewal on or off from the right side of each product listing after entering your payment information.

What kinds of payment methods are supported by the software?

Credit cards such as VISA and MasterCard as well as debit cards such as Diner's Club and Discover are accepted. Stripe accepts a variety of payment methods, including credit cards and e-checks.

Is it possible to keep track of more than one form of payment?

No. Only one payment method may be saved per account. Customers should own their subscriptions on their account if developers are creating websites on their behalf.

Auto-renewal is an option, but I don't want it for all of my products.

It's true that you may turn this on and off for each product separately, even if they were purchased together as part of the same order.

Extensions for WordPress and WooCommerce

WordPress Plugin vs WooCommerce Extension: What's the Difference?

A WordPress extension is a plugin that can only be used with a base plugin. To utilize WooCommerce extensions, you must have the WooCommerce plugin installed.

WooCommerce.com has a lean approach to product development, which means we don't include features that aren't absolutely required. This might lead to an overabundance of products and cause a site's performance to suffer. As a result, our plugins for WooCommerce are built individually. As a result, you may limit the functionality on your site to those that are necessary to run your online store.

Is there a recurring fee for purchasing a plugin or WooCommerce extension?

When you buy a WooCommerce.com product, you're also buying an update and support subscription. Annual fees are charged for subscriptions. For additional information, please visit the section on Subscription Renewals.

Do you have any idea how many items WooCommerce can handle?

Is WooCommerce capable of handling tens of thousands of items? Yes! Both WooCommerce and your web host are responsible for this. Due to WooCommerce's inherent memory requirements, this isn't usually an issue with a good host. WooCommerce has been optimized, and we will keep doing so to make it even better. WooCommerce is capable of handling a large site with a large number of orders, as seen by our own website.

Is there a transaction cost with WooCommerce?

No. WooCommerce.com charges just an annual extension subscription cost. Payment gateways charge a fee for each transaction, and the rates vary from one payment gateway to the next. They have pricing on their website so you can make the best decision for your business.

Is it possible for you to test an extension for me?

Our plugins and extensions do not have a free trial or evaluation version available. Because of this, we provide a 30-day money-back assurance. If you are not satisfied with the goods and would like a refund, please let us know. More information may be found in our Refund Policy.

Questions about WooCommerce in general

How well do your themes operate with the most recent version of the WordPress platform?

Yes, it is our responsibility to ensure that themes are current and compatible with the most recent release of WordPress.

The newest release of the core WooCommerce plugin (as well as the main WordPress software) and the two releases before to that are supported on WooCommerce.com. Version numbers in the pattern x.y.z are formatted as "Latest minus two versions," and we focus on the second number before the first. The Releases developer page has a complete history of WooCommerce releases.

As an illustration, the earliest WooCommerce version we still support is 5.3.z if you're using WooCommerce 5.5.z right now. Support drops to 5.8.z at 6.0.

When it comes to our extensions and themes, we only support the most recent versions that have been made available.

Updating to the most recent version typically resolves issues during the support and troubleshooting process, therefore we recommend doing so right away. Please check our guide on How To Update WooCommerce for additional details on how to accomplish this.

Is it possible to translate an extension or a theme?

Yes. GNU gettext is used to localize all of our themes and addons. Each of our themes and extensions contains a (.po) file containing all of the English phrases we used, allowing users to translate our themes into any language by editing a single file. Learn how to translate WooCommerce extensions in our guide.

Which web browsers and operating systems can I use?

In general, this means we support the most recent versions of Chrome, Firefox, Safari, Microsoft Edge, and Opera at WooCommerce.com since we adhere to the WordPress.org core principles. You can find these requirements in the WordPress.org Handbook. Although Internet Explorer 11 is still supported, we recommend that you use Microsoft Edge instead if it's an option for you.

Upgrade to the most recent version or use a different browser if you want the best possible performance and experience. Browse Happy has further information about browser upgrades.

Which WooCommerce versions are supported?

The newest release of the core WooCommerce plugin (as well as the main WordPress software) and the two releases before to that are supported on WooCommerce.com. Version numbers in the pattern x.y.z are formatted as "Latest minus two versions," and we focus on the second number before the first. The Releases developer page has a complete history of WooCommerce releases.

As an illustration, the earliest WooCommerce version we still support is 5.3.z if you're using WooCommerce 5.5.z right now. Support drops to 5.8.z at 6.0.

When it comes to our extensions and themes, we only support the most recent versions that have been made available.

Updating to the most recent version typically resolves issues during the support and troubleshooting process, therefore we recommend doing so right away. Please check our guide on How To Update WooCommerce for additional details on how to accomplish this.

Delete the WooCommerce footer credit if I want it to be gone.

Yes! Unless it violates our Terms & Conditions, any credit link in the footer can be removed. "Remove 'Designed by WooThemes' from the footer. See docs for more information.