General Troubleshooting Steps

We work hard to proactively avoid conflicts and problems with other themes and plugins, but there will be times when problems crop up. 

Below is a general guide to troubleshooting problems. If you encounter a problem, follow these steps before reaching out to our support team (it will save time in the long run!)

Step 1: Update your plugins

If you’re using outdated versions of WooCommerce, WooCommerce plugins, or CheckoutWC the first course of action is to update these plugins to their latest version.

In many cases, the bug you are encountering may have already been fixed.

Step 2: Make sure you’re using a supported checkout field editor (if any)

We support the official Checkout Field Editor plugin from WooCommerce.

Most other checkout field editor plugins will cause problems – if you’re having a an issue, it’s always a good idea to try deactivating these types of plugins first.

Step 3: Use a process of elimination to figure out which plugin or theme is causing the issue.

If you don’t have a staging site, now is a great time to set one up. (You should have a staging site!)

Deactivate all plugins except for:

  • WooCommerce
  • CheckoutWC
  • Payment Gateways
  • Shipping methods

If this fixes the problem, activate the deactivated plugins, one at a time, testing after you activate each one. 

You will now know which plugin is causing the issue. Open a support ticket and send us a zip file (using a Dropbox, Google Drive, or similar link) with a description of how you use the plugin, and any relevant API keys. 

We’ll make every effort to add support (or prevent it from breaking the checkout page).

If that doesn’t fix the problem: 

Try temporarily activating one of the standard WordPress themes.

If this fixes the problem, send us a zip file of your theme (and parent theme) using a Dropbox or similar link. We’ll figure out what’s going on and get you a fix as soon as we can. 

If you are still having problems:

Try deactivating your payment gateways and shipping methods, one by one, and testing to see which one is causing the problem. 

You’ll have the problem plugin identified quickly using this strategy. 

What if I have a lot of plugins?

One way to speed up the process is to use a binary search. 

Basically, if you have 100 plugins, you would select 50 and deactivate those (obviously skipping the list above). 

Now test it again. If it fixes the problem, you know it’s in that 50. If it doesn’t fix it, you know it’s in the other 50 and you can reactivate the first 50. Continue dividing the list in half until you get to the offending plugin. 

It’s a process of elimination and it may be much faster than trying to randomly guess which plugin is causing the issue.