You may have experienced some issues when using our plugin, e.g. features do not work, site crash, critical errors, php log errors, and others.
If yes, then this article will provide you clear instructions how to get support from our team of developers. Please follow the guide carefully below how to properly contact our support.
1) Checked Plugin and Theme Conflicts
Kindly confirm to us that you’ve first followed and done the steps in solving for plugin and theme conflicts. This step is basically deactivating all other plugins, changing to a standard WordPress Theme and checking if the error remains or not.
If you haven’t done this step yet, please do so before proceeding on getting a support.
2) Provide us with your Systems Info File
If the problem persists, please gather and send us the following:
A Systems Info File will give us more details about your server configuration to properly fix the problem.
In WooCommerce, you can find the Systems Info File in Menu WooCommmerce > Status > Get system report.
In Easy Digital Downloads, you can find the System Info file in MenuDownloads > Tools > System Info > Download System Info File.
3) Valid License Key
Please send us your Valid License Key. We require that you have an active plugin subscription with us to get a support.
4) Explain the Problem and Provide Evidences
Please gather some relevant screenshot(s) and the Page URL of where you exactly experienced the problem. We also prefer that you carefully explain us the problem; where and how did it happened. This will help us to better understand and fix the problem.
5) Create a Support Ticket
In order to contact support, you must first login with your account and click the button below.
This article will help you how to deal with common plugin errors when trying to use our plugins on your website. Have you experienced errors such as:
Critical Errors
Site Crash
Features didn’t worked as intended
Other kinds of plugin issues when trying to use our plugin
If yes, we suggest that you follow the steps below on how to solve for plugin and theme conflicts. We would need you to confirm to us that you have checked the following:
(1) Check for Plugin Conflicts
WordPress plugins are a useful addition for any website since they may power almost any feature or functionality you require. Nevertheless, in spite of how useful they might be, plugins are frequently to blame for website faults, bugs, crashes, performance problems, and even the infamous white screen of death.
Plugin conflicts, as the name implies, happen when two or more WordPress plugins conflicts with one another. This may occur possibly because a function of the installed theme is overriding a function of a plugin in a similar way.
This conflict may also occur as a result of the plugin developer not adhering to the correct WordPress coding standards. You must watch out for outdated or recently updated plugins because they are renowned for producing problems.
Here are the steps to check for possible plugin conflicts:
A. Deactivate all your other plugins except the plugin your are checking for issues.
B. Check if the bug you primarily have goes away or not.
C. If the bug goes away, activate plugins one after the other until you can locate which plugin leads to the conflict or bug.
D. Kindly verify to us if you have done this step before proceeding.
(2) Check for Theme Conflicts
As mentioned before, conflicts are caused by more than just plugins or themes with inadequate coding. Complex plugins could conflict with certain functionality and cause website issues.
Tens of thousands of premium and free themes have been produced by an army of developers, and there are countless themes available in the WordPress repository. In this situation, it is difficult to develop a theme that is compatible with every plugin on the market or a plugin that is compatible with every theme that is currently accessible.
Here are the steps to check for possible theme conflicts:
A. Go to Appearance > Themes and deactivate your current WordPress Theme. After that, shortly install a Standard WordPress Theme such e.g. Twenty Twenty-Two.
B. See if the issue remains or disappears and tell us.
(3) System Info File
We need to know more about your server configuration. For this reason, please send us a Systems Info File which will give us more details about your server configuration:
In WooCommerce, you can find the Systems Info File in Menu WooCommmerce > Status > Get system report.
In Easy Digital Downloads, you can find the System Info file in MenuDownloads > Tools > System Info > Download System Info File.
(4) Technical Assistance
If you keep continuing having problems, we are here to help you. In order to help you efficiently we need the following things as mentioned above:
Valid License Key
Confirmation that you checked for Plugin/Theme Conflicts (deactivate all possible other plugins, install a standard WordPress Theme, and check if the issue remains)
System Info File
Screenshot(s) and Page URL of where you experienced the problem.
Detailed description of the issue you are experiencing
Please email us all this information to our email address: [email protected]
