Getting help on WC forum

[magicpowers]

I understand that this forum is for the support for the FREE WC issues.

I get it that the plugin developers’ priorities are PAID customers and so replies to posts on this forum are not even guaranteed.

It’s been often few weeks before my post question was answered, as there are very few forum users other than WC developers who can/want to help others, and developers visit the forum only every so often and answer only so many posts.

The level of my online sales (which is only a secondary stream of my business income) doesn’t justify investing in a paid plugin/support at this stage. The thing is though that when I DO have an issue, especially linked to the WC updates, waiting few weeks for help is frustrating and impacts on my business, and everything on my website MUST work 100% (or it goes).

I would appreciate if the plugin developers could reply to this post, advising how long one can expect to wait for help, how many people monitor this forum etc. Also it looks like developers pick and choose the post to address, as they are not replied to in the order of posting. It would be very helpful to have this information. Thanks.

PS I would also appreciate your reply to my recent posts on download links not working after the last update, and about generating custom download links.

[stephjacq a11n]

Hi @magicpowers, I’m sorry to hear you’ve had a frustrating experience.

While the developers themselves do sometimes answer forum posts, each month a different WooCommerce support team also monitors the forums to answer as many posts as we can. We are small teams of about 12 people, and we support quite a few plugins in these forums, so it’s not really possible to provide an estimate of how long one can expect to wait for help as that varies depending on volume and other factors.

I see we have already answered the two other posts you’ve mentioned here. Please note that as you are using our WooCommerce PayPal plugin, you can also contact us via ticket for questions relating to that plugin and/or WooCommerce core: https://woocommerce.com/my-account/create-a-ticket/

Hope that helps ??

[magicpowers]

Hi @stephjacq

Thank you for your reply ??

I don’t think I can use the link you gave me as I don’t have a WordPress.com account, I host my website with Siteground. I don’t have any paid WC plugins either.

Which Paypal plugin are you referring to? I use Paypal as my payment gateway built in the free WC version.

I also have Paypal Checkout Gatweay plugin but I have not enabled it. It was also free.

could you please clarify my access to your support tickets?

thanks

[stephjacq a11n]

Hi @magicpowers,

You will need to create a WordPress.com account to login to WooCommerce, but you can host wherever you like – the account is just for connecting.

Yes I’m referring to the free PayPal plugin that comes with WooCommerce. If you are using that plugin (or PayPal Checkout) to process transactions, you’re eligible for support for PayPal and WooCommerce core.

Cheers

[magicpowers]

great many thanks @stephjacq

that’s good to know ??

[magicpowers]

hi @stephjacq

You said:

Please note that as you are using our WooCommerce PayPal plugin, you can also contact us via ticket for questions relating to that plugin and/or WooCommerce core: https://woocommerce.com/my-account/create-a-ticket/

Yes I’m referring to the free PayPal plugin that comes with WooCommerce. If you are using that plugin (or PayPal Checkout) to process transactions, you’re eligible for support for PayPal and WooCommerce core.

well, I knew that this is too good to be true. I created a WP.com account which then created a WC account for me.

On the Support ticket page is says:
Free Users: Note that we only provide assistance for those who have purchased a product at WooCommerce.com. For WooCommerce support, try the: WooCommerce Forums.

and so I’m going in circles.

As I said earlier – I have NOT purchased any product from WC and so I am a free user. There is no mention of the exception for users with Paypal in their shop. which you have confirmed.

To send a ticket, I need to choose one of the following 3 options:
– Help with my extensions
– before I buy
– help with my account

Could you please advise which option shall I choose as none is applicable to my circumstances, and how do I know that my ticket will be replied and not rejected by your system based on no purchase data?

Furthermore, I’d like to attach a pdf with few screenshots and further explanation of the issue, but there is no attachment option available. How can I provide the screenshots to you?

I would much appreciate your clarification as this contradiction is not only confusing but also frustrating. If you know something which is not clearly articulated on your website, it’s difficult to follow.

I really need to resolve the issue with the returning URL page which comes and goes, plus few releated issues to which I didn’t get the resolution on the forum.

[stephjacq a11n]

Hi @magicpowers my apologies for the confusion.

Please select ‘help with my account’. To ensure your ticket is answered, please include a note to say you were directed by support staff to open a ticket, with a link to this thread.

I recommend https://snipboard.io for easily sharing screenshots – please follow the instructions on the page, then paste the URL in your ticket. Alternatively, once you’ve opened the ticket, you’ll be able to reply to it by email, attaching your PDFs there.

Hope that helps.