When you submit a support ticket to us, there is some information we need. If you go through these steps, we are much more likely to be able to help you more quickly:

1. The order created in WooCommerce
   Screenshots of the order in WooCommerce and in the payment provider’s portal, including order notes, if an order was created.
2. A system report
   Download and include the WooCommerce system report.
3. Logs
   The plugin log and any fatal error logs from the same day the order was created or the issue occurred.
4. Submit a support ticket
   Make sure you’ve completed the steps above, and include a detailed description of the issue you’re experiencing.

Make sure you have the latest versions of WordPress, WooCommerce, the plugin in question and possible third-party plugins related to your issue.
You can read more about why this is important in the article Why we don’t troubleshoot outdated versions of a plugin.

Please note that all questions about a specific purchase or account-related issues should be directed to the payment provider.
Krokedil only answers technical questions or questions regarding the configuration.

1. The order created in WooCommerce

If an order was created in WooCommerce, we need a screenshot of this order. This screenshot needs to include the order notes.

In the video we use Google Chrome as our browser.

Help with full-page screenshots in other browsers:
Take screenshots in Firefox
How to take a screenshot of an entire webpage using Microsoft Edge

2. System report

You will find System report under WooCommerce → Status where you see a Get system report button.

• Click the Get system report button.
• Click the Download for support button to save the file on your computer.

3. Logs

Also under WooCommerce → Status, you will find the Logs tab.

• Locate the logs for the plugin you need support for. Note that you can filter by plugin to find them more easily.
• Locate the correct log for the date the order was created.
• Click the plugin_name link to view the log.
• Click the Download button to save the log to your computer.

Alternatively, you can check the box for the logs and select Download in the Bulk actions dropdown.

If there is a fatal error log from the date in question, please include that as well.

Please note that Logging has to be enabled in your plugin for the correct logs to appear here.

4. Submit a support ticket

• Describe the problem as clearly and concisely as possible.
• Mention whether the issue occurred in connection with any recent changes to your site, such as a theme update or a newly activated plugin.
• Include the screenshots and text files mentioned in the steps above.
• If possible, describe how to recreate the issue step by step.
• If possible, provide a link to an order, page or reference where the issue occurs.
• We might ask for a temporary WordPress Admin login so the support technician can look into the problem.

We also recommend the Guide to troubleshooting in WooCommerce.

You can create a support ticket by following the link in your language below:

English: use the support form on krokedil.com

Svenska: använd supportformuläret på krokedil.se