Help getting through to support please

  • Resolved carolinesianholder

    (@carolinesianholder)


    1 year, 7 months ago

    Hi guys, I don’t know if you can help. We have an open ticket with the woocommerce support team for an urgent matter (8769204) – we can’t accept any payments via our website.

    I appreciate we are not the only clients in need of support, but the last time we heard anything was Saturday, when they were going to look into the configuration for us.

    Is there any way to reach out, other than the ticketing system, to find out what’s going on and when we can expect an answer? We have a lot of very unhappy clients right now and are losing a substantial amount of money so it’s quite a stressful situation that needs solving urgently.

    I hope someone can help point us in the right direction.

    Caroline

Viewing 6 replies - 1 through 6 (of 6 total)
  • Ahir Hemant

    (@hemant-ahir)

    1 year, 7 months ago

    Hi Caroline,

    I understand how stressful this situation for you. While WooCommerce typically handles support through their ticketing system.

    Error Logs:
    WooCommerce to review the PHP error logs and WooCommerce logs. These logs often capture any payment gateway errors, conflicts with plugins, or server-related issues.
    You can find logs in WooCommerce by going to WooCommerce > Status > Logs. Look for logs related to the payment gateway (like Stripe, PayPal, etc.).

    Thanks
    Ahir Hemant

    Thread Starter carolinesianholder

    (@carolinesianholder)

    1 year, 7 months ago

    Hi Ahir,

    thanks for your answer.

    Yes we have sent them the logs and they have identified a potential problem, it was more to see if we could reach out to anyone really to speed up the response. It looks like a configuration issue on their end, so there is nothing anyone can do on our end, it’s down to them, which is pretty frustrating!

    Ahir Hemant

    (@hemant-ahir)

    1 year, 7 months ago

    Hi @carolinesianholder ,

    I just wanted to say that WooCommerce has an excellent support team, and I’m confident they will definitely get back to you soon regarding your issue. Thank you for your patience!

    Best,
    Ahir Hemant

    fusiononline818

    (@fusiononline818)

    1 year, 7 months ago

    Same issue here with slow or no support from WooComm since last Thursday the 17th. Then when get one response it’s asking for the system status report which I already provided when entering the ticket. Sent that yesterday indicating it was a critical issue since students are affected and reporting errors, but still no answer.

    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    1 year, 7 months ago

    Hello @carolinesianholder,

    Thank you for reaching out, and I understand the urgency and stress caused by the issues you’re experiencing with payment acceptance on your website.

    I confirm that your ticket (8769204) has been responded to by our Happiness Engineer team for further troubleshooting. Although I apologize for any delay you’ve experienced.

    Since this issue is related to premium extensions, we are unable to provide support for premium extensions here as per the forum guidelines.

    Thank you for your understanding, and we appreciate the opportunity to make things right.

    Meanwhile, I will be marking this thread as resolved since your concern would be best handled by our Happiness Engineers there.

    Thanks!

    Plugin Support Rajesh K. (woo-hc)

    (@rajeshml)

    1 year, 7 months ago

    Hello @fusiononline818,

    Sorry to hear that you have not been responded to since last Thursday the 17th.

    I understand how crucial it is to address the issues affecting your students promptly, and we want to ensure that you receive the assistance you need.

    Please know that the Happiness Engineer team works hard to reply to all tickets quickly, but sometimes there’s a backlog that can take a bit longer. They will respond to you as soon as possible!

    Could you please share the ticket number so that we can check to confirm if we have got your ticket.

    Thank you for your patience and for bringing this matter to our attention.

    Thanks!

Viewing 6 replies - 1 through 6 (of 6 total)

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