Howdy! Here are some of the most common questions we get about support for products purchased via WooCommerce.com. We’re happy to help out with additional questions as well, just get in touch.
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Us 🙂 and as soon as possible! SkyVerge handles all support for our plugins, so when you submit an email via your WooCommerce.com account, it comes directly to us. We should be replying within a business day to all inquiries as per our support guidelines (Monday – Friday).
Why isn’t the WooCommerce team answering? To be clear, we’ve always assisted with your support queries and fixed issues, and all of these plugins have been maintained by our team since they were released. So WooCommerce plugin support isn’t handled by “new” people or a third party team — they’re supported by the teams that have been behind them since the beginning. Nowadays, we do so directly instead of using the WooCommerce help desk in the middle, which cuts out wait times you may have seen while waiting for our team to be looped in.
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[stag_toggle style=”stroke” title=”Why can’t I see the ticket in my WooCommerce.com account?” state=”closed”]
Support tickets for plugins built by partner developers (that’s us!) are forwarded directly to the partner developer. As such, they won’t enter the WooCommerce help desk to be tracked in your WooCommerce account.
To be clear, we’ve always assisted with your support queries and fixed issues, and all of these plugins have been maintained by our team since they were released. So WooCommerce plugin support isn’t handled by “new” people or a third party team — they’re supported by the teams that have been behind them since the beginning. Nowadays, we do so directly instead of using the WooCommerce help desk in the middle, which cuts out wait times you may have seen while waiting for our team to be looped in.
We use Help Scout for our support desk, which means that support with our team will look just like email instead, so you can reply directly to each of our responses via email, no need to log back in and reply in your account.
This means you won’t have a WooCommerce.com ticket number to reference. We’re happy to send over the ticket number from Help Scout if you want to reference it in the future, but you can just reply directly to our emails.
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[stag_toggle style=”stroke” title=”Why do I still have to open a new ticket via my WooCommerce account?” state=”closed”]
Your purchase information is located on WooCommerce.com within your account there. As such, we don’t have access to your purchase information. Submitting your help request via your account is the best way to get support, as when you do so, WooCommerce can send us verification of your purchasing information, and they also give you a convenient place to copy your system status report, which is incredibly helpful for us as we start troubleshooting.
Please be aware that if you reach out to us directly, we may need to ask you submit your query to WooCommerce.com first so we can get the details on your plugin subscription.
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Our support guidelines and policy are still unchanged — support subscriptions include: download access via WooCommerce.com, plugin updates (for fixes, security, new features, and WooCommerce compatibility), and support. Support covers assistance with configuration, troubleshooting bugs and / or conflicts, and general help with set up questions. It does not cover customizing the plugin to specific needs, but we’re happy to recommend developers if you don’t know one.
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[stag_toggle style=”stroke” title=”Why can’t I connect my plugin subscription to WooCommerce.com?” state=”closed”]
Please have a look through some of the questions here on managing your plugin subscription.
While we’re happy to try to point you in the right direction for issues with plugin subscriptions, we can’t always give you a definitive resolution here since (a) the plugin updates are handled by the WooCommerce.com helper within WooCommerce itself, and (b) we don’t have full access to your WooCommerce.com purchasing information. So just a heads up, we may need to loop in the WooCommerce team to assist with these sort of questions depending on why you can’t connect.
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