This page contains answers to Frequently Asked Questions related to WooCommerce, products sold on WooCommerce.com, and account management on WooCommerce.com.
General Questions
↑ Back to topWhat is WordPress?
↑ Back to topWordPress is a Content Management System (CMS). It’s software that helps you create, manage, and share your content on the web. Currently, WordPress has two flavors, WordPress.com (hosted) and WordPress.org (self-hosted). Products purchased on WooCommerce.com can be used on self-hosted sites, or the Business and ecommerce plans on WordPress.com.
How do you provide support?
↑ Back to topThe best way to get help with WooCommerce.com products is to search for answers in our Documentation. We’re creating and maintaining resources that help you to help yourself.
If you need additional assistance, you can go to the support page to start a live chat or submit a ticket directly related to the product you need help with.
Product support via phone is unavailable at this time, brief initial support is available via Facebook and Twitter – the team will usually direct you to submit a ticket for full support. Please read our Support Policy for further information.
Support for the core WooCommerce plugin is provided via the support forum on WordPress.org
Do you have a phone number?
↑ Back to topWe don’t — as mentioned above — all support is text-based, this way you can refer back to it later if needed. If you have pre-sales or support questions, contact us here!
Pre-Purchase and Accounts Questions
↑ Back to topHow do I purchase on WooCommerce.com?
↑ Back to topFind the product you wish to purchase, and click the Buy Now button. You’ll then be taken to our checkout page where you can log into your existing WooCommerce.com account to use saved information or register a new account. The checkout process is below the register area.
How can I add my VAT number, tax ID, or other Taxpayer Codes?
↑ Back to topTaxpayer Codes — also known as VAT numbers, tax IDs, or tax identification numbers — can be added to your WooCommerce.com account from the My Account → Taxpayer Codes section of the WooCommerce.com dashboard. Once added, your tax number will be used on the checkout page by default.
The tax number on file will be used for all future renewal payments, upon being added to the account.
Canadian customers: If your billing address is in Canada, you can add your GST number from your profile. If you are in a province with a separate provincial sales tax (Quebec, British Columbia, Saskatchewan, or Manitoba), an additional field for your provincial tax number (QST or PST) will appear both in your profile and at checkout. Adding both numbers means the correct federal and provincial tax treatment is applied to your purchases.
I forgot to add my VAT number / tax ID / Taxpayer Codes before purchasing — what should I do now?
↑ Back to topIf you have noticed this within the 30-day refund period, you can refund the existing order from the Orders section of your WooCommerce.com dashboard, add your Taxpayer Codes from the My Account → Taxpayer Codes section, and purchase the product again. If it is past 30 days, we are unable to make an adjustment.
This also applies to Canadian customers who need to add a provincial tax number (QST/PST) that was not on file at the time of purchase.
I haven’t received my receipt or login details
↑ Back to topThe e-mail is sent the moment your payment is approved, and that should be almost immediately. If you don’t receive an email receipt or login information soon after, contact us and we’ll check on your payment and account.
I can’t log in to my account on WooCommerce.com!
↑ Back to topWooCommerce.com uses a WordPress.com account to log in. Please check that you are logging in with your WordPress.com email. Please contact us if you are having trouble logging into your account, and we’ll sort it out.
I can’t find my products purchased on WooCommerce.com!
↑ Back to topIf you don’t see your purchased products on the My Account page, check the email address on your account. Make sure that the email address matches the one where you received the receipts for your purchased products.
Log out to switch accounts if needed to access the correct account. Please contact us if you still need help, and provide information about the order number or other email you are trying to access.
How do I buy a WooCommerce.com product with my existing account?
↑ Back to topEnsure that you are logged into the correct account before going to the checkout page. If you aren’t logged in, or you’re logged into the wrong account, it’s necessary to log into the correct account before starting the purchase.
Which payment types do you accept?
↑ Back to topWe accept all major credit and debit cards, including American Express, Discover, Diners Club, Japan Credit Bureau (JCB), Mastercard, and Visa. We also offer the option to pay with PayPal, Apple Pay, and Google Pay, depending on your device. Payments are processed via Stripe.
What currencies do you accept?
↑ Back to topWe offer the ability to pay in US Dollars (USD), Australian Dollars (AUD), Canadian Dollars (CAD), Euro (EUR), and British Pounds (GBP). You can set your default currency from your profile. Purchases made with a bank account in another currency will be exchanged to your local currency by your bank or card issuer.
To change the currency used on renewals of existing subscriptions, please select the “Renew existing subscriptions in default currency” box when updating your account currency. Future renewals will use the updated currency automatically.
I can’t purchase anything. There is an error during checkout!
↑ Back to topPlease contact us, and we’ll be happy to find out what happened.
Where do I download my purchase(s)?
↑ Back to topOnce your order is complete, a download link is shown on the Order Received page, and you will also receive an email notification with a download link. You may also visit our site at any time to download your purchase(s). Go to your account page and visit My Subscriptions to download each extension from the three-dot menu.
You can also click your profile icon at the top right, then the Downloads link to find all available products. Viewing downloads on our site is also a great way to see other info, such as the current version of your product, when that version was released, and the Changelog for each update.
Where do I download an invoice for my order?
↑ Back to topYou can download a PDF invoice for your orders from the Orders section of the WooCommerce.com dashboard. Click on an individual order to view the details and find the PDF invoice.
How can I update the email address associated with my WooCommerce.com account?
↑ Back to topWooCommerce.com uses a WordPress.com account for login purposes. In order to update the email address associated with your WooCommerce.com account, you should update and verify the email address associated with your WordPress.com account. Once updated, please create a ticket to let us know and we’ll sync the change of address.
How do I cancel my account?
↑ Back to topClosing your WordPress.com account will delete the linked WooCommerce.com account.
If you close your WordPress.com account in error, you can restore the account within 30 days. After 30 days, the account and all of its associated data is purged from our system and cannot be recovered.
If you are unable to access your account, please contact us for help.
How can I log into a different WooCommerce.com account?
↑ Back to topEach WooCommerce.com account is linked to a WordPress.com account. In order to access a different WooCommerce.com account, log out of WooCommerce.com to see an option to select a different WordPress.com account the next time you log in.
How can I see all stores connected to my WooCommerce.com account?
↑ Back to topSelect the My Stores tab on the WooCommerce.com dashboard to view sites you have connected to any particular WooCommerce.com account. Use the three-dot menu to manage the store.
You can:
- Connect a new store by entering the URL and getting a quick link to WooCommerce > Extensions > My Subscriptions in your WP Admin.
- Get a quick link to the WP Admin by clicking the store name or preview image
- Shop the marketplace for extensions to add to the store
- Access the products, orders, or front page of the store
- Disconnect the store from WooCommerce.com
Clicking the Disconnect store option will present you a page showing the subscriptions that you have associated with that site, and you can either proceed by clicking Disconnect or go back by clicking Keep connected. Please contact us if you need help disconnecting a store from your WooCommerce.com account.
My Stores or My Subscriptions shows an outdated URL for my store
↑ Back to topIf your store URL changes, WooCommerce.com may still show the old one from when the connection was first made. This will not affect the way the subscription license is activated on your site. If you would like to update the URL, disconnect and reconnect your site to WooCommerce.com at WooCommerce > Extensions > My Subscriptions in your WP Admin.
WooCommerce.com Subscription Questions
A WooCommerce.com subscription is a purchase of an extension on WooCommerce.com that gives access to support and updates for that extension for 1 connected store per subscription. More specific answers to subscription questions can be found below.
Renewals are billed at 100% of the current price, you can review this on the product listing on WooCommerce.com. Auto-renewals are turned on by default and can be switched off on the My Subscriptions page. More details on auto-renewals can be found here.
What are subscriptions for?
↑ Back to topAll products from WooCommerce.com need active subscriptions to access product updates and our support team.
How many sites can I use my subscriptions on?
↑ Back to topOne active and valid subscription key can be used on an active site and a staging/test/development site. This allows you to test your extensions in a live and development environment simultaneously, without the need to swap or activate, deactivate and reactivate.
In the past, we offered 5- and 25-site subscriptions. As of February 2020, all purchases are for single-site subscriptions. If you have a legacy 5-site subscription, then it can be used on 5 active sites and 5 test/development sites. If you have a legacy 25-site subscription, then 25 active sites and 25 test/development sites can use the product. We classify each “site” as an activation URL.
What is classified as an activation URL?
- Subdomains are separate sites – a key activated for
https://WooCommerce.comdoes not coverhttps://subdomain.WooCommerce.com - Sub-directory sites are separate sites – a key activated for
https://WooCommerce.com/site1does not coverhttps://WooCommerce.com/site2 - Protocols – Due to how we handle activation URLs, the
http“version” is not the same ashttps– this could count as a new site, or one would be classified as the dev/staging/test site and one would be classified as live.
Example scenario: One Development site:dev.WooCommerce.com / + One Live site: WooCommerce.com = One (1) full subscription key used.
How does subscription activation work?
↑ Back to topTo activate a subscription, you will need to connect your store to WooCommerce.com. This connection can be activated/deactivated as many times as necessary.
Are subscriptions valid for a lifetime?
↑ Back to topNo, each subscription is valid from the date of purchase and for as long as your subscription(s) is/are in effect.
How do I renew my subscription?
↑ Back to topIf auto-renew is enabled, your subscription renews on the due date and your card is charged. Email notification and receipt are sent to confirm you paid for another year. If auto-renew is disabled, a renewal order is created to allow you to renew manually.
You are sent a renewal reminder email 60, 45, 20, 7, and 2 days prior to the subscription renewal date when auto-renew is disabled, or 30 days and 1 day when auto-renew is enabled. These emails are sent if auto-renew is disabled to allow you to add a card and keep your subscription.
You can also find renewal information on the My Subscriptions page.
What happens if my renewal payment fails?
↑ Back to topIf your saved payment method is declined at renewal time, we automatically retry the payment several times over approximately 26 days. Your subscription is placed on hold during this period.
You’ll receive emails prompting you to update your payment method. You can do so at any time on the Payment Methods page, and the next retry will use the updated card.
If all retry attempts fail, the subscription expires, and you’ll need to renew manually from My Subscriptions.
Why is my card still being charged weeks after a failed renewal?
↑ Back to topWhen a renewal payment fails, our system retries the charge several times over approximately 26 days. This means you may see attempted charges on your card up to a few weeks after the original renewal date. These are not duplicate charges. They are retry attempts to process the same renewal.
If you’d like the retries to stop, you can disable auto-renewal for that subscription. If you’d like the renewal to go through, update your payment method on the Payment Methods page.
How much does it cost to renew my subscription?
↑ Back to topSubscriptions are billed annually or biennially at 100% of the current price for your selected subscription term. Coupon codes or other promotional discounts do not apply to renewals.
Can I get a discount for a longer term subscription?
↑ Back to topYes! Select extensions on WooCommerce.com are available on a 2 year subscription option, at a 20% discount.
How can I change from a 1 year to a 2 year subscription renewal term?
↑ Back to topSelect extensions are available with a 2 year subscription option, at a lower price per year. To take advantage of this lower annual cost, disable auto-renewal for your existing 1 year subscription, and at the end of your current term, purchase a new 2 year subscription.
Can I subscribe monthly?
↑ Back to topMost WooCommerce.com extension subscriptions are billed annually or biennially. We don’t currently offer monthly billing on purchased on WooCommerce.com. For the the extensions we offer, you’ll be able to see the subscription duration options available directly on the extension’s page.
Can I apply a coupon code to an upcoming renewal?
↑ Back to topIt’s not possible to apply a coupon code to renewals. Coupon codes can only be applied to new purchases.
Can I renew my subscription early?
↑ Back to topAt this time we do not support early renewals. You can enable auto-renewal for a subscription to ensure it renews on schedule.
What do I receive when renewing my subscription?
↑ Back to topRenewing your subscription entitles you to support and updates to your product. This ensures compatibility with newer versions of WordPress and WooCommerce, as well as bug fixes and new features and enhancements to the product.
What happens if my subscription expires or is deactivated?
↑ Back to topIf your subscription has expired or did not auto-renew, you will lose access to updates and support. You may renew the subscription manually in order to have an active license. You can still use the product on your site for as long as you like but you can no longer access the file for download or receive support or updates for the product.
Many of our store owners download their product(s) before the expiration of their subscription to keep a copy on file, if they know they cannot or will not renew. Our support team will not offer the download files if your subscription is expired.
If you are having trouble with the product, go to the product page and check the Changelog to see if an update may help address the issue. When a product is not working, updating should always be the first step when troubleshooting.
How do licenses work with a multisite network?
↑ Back to topOn a WordPress Multisite, all plugins are stored in one location. It means that all updates to plugins must be managed at the network level. Still, you need to activate the plugin on a subsite level and add one subscription for each subsite where the plugin/extension is activated for having full support coverage.
How do I deactivate my subscription or transfer to another site?
↑ Back to topTo deactivate your subscription and reactivate on another site, disconnect from the WooCommerce Account Dashboard – My Subscriptions page by selecting the three dots, then Disconnect from store. The subscription can then be activated on the new site to start receiving support and updates for that URL. You can also disconnect from within a site at WP Admin → WooCommerce → Extensions → My Subscriptions.
Can I transfer a subscription to a client, co-worker or friend?
A subscription can be transferred. If you and the recipient both have a WooCommerce.com account, follow the instructions at Transferring WooCommerce.com Subscriptions. The recipient must have a WooCommerce.com account first and can sign up for one at Create an Account.
Multisite subscriptions (no longer available). You can request that all 5 or all 25 subscriptions be transferred to a single account. It’s not possible to transfer one key from a multisite license, however, you can share it.
My product is free, do I need to renew?
↑ Back to topNo. Free products are automatically renewed to ensure your key continues to work and that you have access to support, updates and the downloadable product. If you only have free products, you need not store a payment method for renewals.
How does free trial on a subscription work?
↑ Back to topSubscriptions that come with a free trial period allow you to try the product for a specified period of time, on an automatically-created demo site, before paying for it. We will automatically charge the subscription price when the trial period ends unless the subscription is canceled before the trial end date.
How do I cancel the free trial?
↑ Back to topVisit the My Subscriptions page and click on the three-dot icon to bring up the cancel trial option from the right side of the listing. This will cancel your subscription and prevent the automatic charge at the end of the trial period.
I made a purchase before subscription changes. How long is my subscription valid?
↑ Back to topIf you purchased a product before August 1, 2013, which included lifetime support and updates, you had the option to grandfather your purchase under these terms before August 1, 2015. Everyone who qualified was sent five notices — one at 90 days, 60 days, 30 days, 2 weeks and on August 1, 2015. A link to auto-grandfather was also available on qualifying accounts until August 1, 2015. The deadline has long passed.
“Lifetime” referred to the lifetime of a product, not a purchaser/buyer’s lifetime.
What’s the difference between a product license and a subscription?
↑ Back to topLicenses were purchased manually each year, while subscriptions are automatically renewed until you choose to cancel. Other than that, subscriptions work much the same as licenses.
We made this language change in February 2016 to better reflect what we want to provide our customers. Rather than a one-time purchase, we wish to create an ongoing relationship with our customers and felt that the term “subscription” better captured our intentions.
What happens to licenses that were purchased before the switch to subscriptions?
↑ Back to topExisting licenses are now active subscriptions, but we did not turn on auto-renew for these. To ensure your subscriptions stay active, please add a payment method and enable auto-renew on your existing subscriptions.
Auto-Renew Questions
↑ Back to topAre auto-renewals enabled on my purchases?
↑ Back to topAuto-renew is enabled by default for all new purchases. You can review and change the renewal settings by visiting the My Subscriptions page in your account.
How do I disable auto-renewal or cancel a subscription?
↑ Back to topTo disable automatic renewals for a product, visit the My Subscriptions page and click on the three-dot icon to bring up the cancel subscription option from the right side of the listing. This will only cancel your subscription when it expires, so it will not be auto-renewed.
How do I enable auto-renewals?
↑ Back to topAuto-renewals can be enabled by visiting My Subscriptions. Click on the three-dot icon next to the product name to bring up the disable auto-renewal option from the right side of the listing.
Follow the prompts on this page to add a stored payment method for automatic billing. Once your payment information has been added, you can toggle auto-renewal on from the right side of each product listing.
Where do I add a payment method for my subscriptions?
↑ Back to topYou can save a credit card for your subscriptions on the payment card page of your WooCommerce.com account.
Please fill out your credit card info and then Save your changes.
You can edit/update the credit card info at any time — always remember to Save to ensure that any new info has been saved.
What payment methods can be stored?
↑ Back to topVisa, MasterCard, JCB, Discover, Diner’s Club, and American Express. More information at Cards and Payment Types accepted by Stripe.
You can also store a PayPal account while checking out, independent of the credit card saved on your account.
Can I store more than one payment method?
↑ Back to topYou can only store one credit card and one PayPal email per account. For developers building sites for clients, we recommend that the client owns the subscriptions on their own account.
Can I enable auto-renewal on one product but not others?
↑ Back to topYes, you can toggle this on and off per product, regardless of whether products were purchased as part of the same order.