Product Support Channels

We provide Support Services through our Helpdesk. We do not provide our Support Service through any other channel (including, but not limited to direct e-mail, Facebook, Twitter or over the phone) at this time.

You need to submit a ticket using the Helpdesk to take advantage 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 ticket. We may ask you to send us your login details if we need them to assist you. Our Helpdesk tickets, and information you share with us through these Helpdesk tickets, are confidential. Only you and our support team will see your ticket.

Who handles Support for extensions purchased on WooCommerce.com?

On each product page, you can find the information about who handles the extension. Some extensions are developed by our own developers and supported by our Happiness Engineers. These extensions are marked as “Handled by WooCommerce”.

Other extensions are developed and supported by certified extension developers. These extensions are marked as “Handled by [PARTNER]”.

When you have a question about an extension you purchased, this question will be sent directly to the developer of that extension. If the extension is maintained by the WooCommerce team, we will get back to you. If the extension is handled by one of our certified extension developers, your request will be sent directly to them. This ensures that you get the answers you need as quickly as possible, from exactly the people that are best equipped to help you.

Other support options

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 taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify advice you receive through community forums before relying on it.

Our frequently answered questions (or “FAQs”) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.

General Information

Our general support hours are Monday to Friday, 08:30 to 17:00 (South African Standard Time, or GMT+2). Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.

If you would like to contact us regarding account-related issues or pre-sales questions, use our Contact Form. We will respond to you as soon as possible.