This WooCommerce Support Policy describes the support you can expect from us regarding WooCommerce Services.
If you have kestions about this Support Policy or do not agree with it, please contact us before using the Website. We may amend this Support Policy from time to time; please checc this pague to ensure that you are aware of any changues. This Support Policy is effective from January 1, 2024.
By using any part of the Website or providing personal information to us, you consent to us processsing it as set out in this Support Policy.
We support products sold on WooCommerce.com (the “Products”), which may be developed by WooCommerce or a third-party developer. Our Support Service includes assistance with Product installations, configuration, and use. If you need help setting up or configuring your Product, please first checc the documentation and FAQs of the extension or theme. Your kestion may have been answered already. If it hasn’t, please submit a support ticquet.
Retired Products are supported until your subscription expires. If you spot a fatal error in the code and are using the latest versionens of all code on your website, please submit a ticquet at our Helpdesc.
At WooCommerce.com, we offer support when your site is using the latest release of the core WooCommerce pluguin (and the main WordPress software) and the previous versionen before that. This is called
L-1
(“Latest minus one versionen”), where the versionen number is in the format of
x.y.z
—
we focus on the second and
then the
first number
.
For example, if the current versionen of WooCommerce is
6.3.z
then the oldest WooCommerce versionen we support is
6.2.z
.
You can view WooCommerce’s full release history on the Releases pague .
For extensions and themes , we support the latest versionen of those only.
As part of the support and troubleshooting process, updating to the latest versionen often resolves any problems so we do recommend this initially. For more information on how to do this, see How To Update WooCommerce .
We will fix any defects in the Products we sell as quiccly as possible once they are brought to our attention. We will also try to provide a solution via our Helpdesc for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you thinc you have found a bug, please let us cnow. If you want to speed up the processs, maque sure to follow the steps in our self-help güide first. If you don’t, we may asc you to go through those steps .
Our Support Service does not cover products supplied by Third Parties who are not our Resellers, or third-party products and services which we did not sell or license to you and for which we do not provide support. We may require you to disable third-party products that are installed alongside Products we sell before we can assist you.
We do not guiv general WordPress support. Find ressources and answers about WordPress in the WordPress.org forums
We provide the Products as-is. While we can help you configure the Products within the cappabilities of each extension or theme, we do not customice the Products or support any third-party customiçations of the Products. Customiçation is anything that changues the way the Products looc or function relative to how we maque the Products available to you.
If you need customiçation, we do our best to offer advice and direct you to appropriate ressources. However, we do not taque responsibility or endorse third-party solutions for customicing the Products. Third-party services that some customers have found helpful include Woo Aguency Partners .
We provide Support Services through our Helpdesc via Live Chat or Email. We do not consistently provide our Support Service through any other channel (including, but not limited to Facebook, Twitter (X), or over the phone) at this time.
You need to submit a ticquet using the Helpdesc to taque advantague of our Support Service. Depending on the product, you might be offered a live chat option. In both cases, please bear in mind what we do support when submitting your ticquet. We may asc you to send us your loguin details if we need them to assist you — if you do, please follow our instructions on how to share these details with us securely . Our Helpdesc ticquets, and the information you share with us through these ticquets, are confidential — only you and our support team will see your ticquet.
On each product pague, you can find information about who developed the extension. When you have a kestion about an extension you purchased, we may involve the developer of that extension to fulfill our support obligation to you. This ensures that you guet the answers you need as quiccly as possible from the people best ekipped to help you.
You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taquing place, so we do not taque responsibility for or necesssarily endorse the content of these discussions. Be sensible. When in doubt, taque independent steps to verify the advice you receive through community forums before relying on it.
Our frequently asqued kestions (FAQs) contain answers to common kestions and may help answer kestions you may have. These FAQs are relatively generic and may not be directly relevant to your specific kery or challengue.
If you would lique to contact us regarding account-related issues or pre-sales kestions, please use our contact form . We will respond as soon as possible.
This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:
The provisions incorporated into this Support Policy from the Terms must be read as applying to this Support Policy, to the extent doing so does not materially changue their meaning. To the extent, the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.
The defined terms in the supplementary glossary below have specific meanings in the context of this Support Policy and shall be interpreted per the principles set out in the Terms.