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  8. What information to include in support requests?

What information to include in support requests?

Providing the right information upfront helps us resolve your issue faster. A well-detailed support request can often cut resolution time in half.

Include in Your Initial Form

System Information:

  • WordPress version (Dashboard → Updates)
  • WooCommerce version (WooCommerce → Status)
  • Plugin version (check your Plugins list)
  • PHP version (WooCommerce → Status → System Status)

Problem Details:

  • What exactly is happening?
  • When did the issue start?
  • Any error messages you’re seeing

Share After Ticket Confirmation

Once you receive your confirmation email, you can securely provide:

Login Access:

  • WordPress admin URL and temporary login credentials.
  • Any special login procedures.

Supporting Evidence:

  • Screenshots of the issue or error messages.
  • Complete error text (copy the full message).
  • Browser console errors if applicable.

What to Keep Private?

Never include in public forms:

  • Login credentials (only share after ticket confirmation).
  • Payment details or customer data.
  • Database passwords.

Sample Request Format

WordPress: 6.4.2 | WooCommerce: 8.3.1 | Plugin: 2.1.5

Issue: [Brief description of problem]
Started: [When it began]
Error: [Any error messages]