WP Plugins Tech Support

WordPress Plugin Troubleshooting: Frequently Asked Questions

1. After installing the plugin, my site shows a white screen (or “Critical Error”).

Likely Cause: PHP error, memory limit exhaustion, or conflict with another plugin/theme.

Solution:

1. Access your site via FTP or your hosting control panel (cPanel).

2. Navigate to /wp-content/plugins/ and rename the folder of our plugin (e.g., change plugin-name to plugin-name-temp). This will deactivate the plugin.

3. Your site should now load normally.

4. Increase your WordPress memory limit by adding this to wp-config.php:

   php

   define('WP_MEMORY_LIMIT', '256M');

5. Re-activate the plugin. If the error returns, the issue is a conflict. Deactivate all other plugins and switch to a default theme (Twenty Twenty-Four) to identify the conflict.

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2. The plugin isn't working as expected / a feature is missing.

Likely Cause: Outdated plugin version, incorrect settings, or theme/plugin conflict.

Solution:

1. Ensure you are running the latest version of the plugin.

2. Check that you are using WordPress 5.8 or higher (or our specified minimum version).

3. Verify the plugin's settings page to confirm the feature is enabled.

4. Temporarily deactivate all other plugins and switch to a default WordPress theme. If the feature works, reactivate each item one by one to find the culprit.

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3. I updated the plugin and something broke / my customisations disappeared.

Likely Cause: Custom code added directly to the plugin files (which is not recommended) was overwritten during the update.

Solution:

• Important: Any customisations should be added via a child theme or a separate custom plugin, never directly to the main plugin files.

• If you lost customisations, you will need to re-apply them using the proper method (filters/hooks or a child theme).

• Check our changelog for any breaking changes or new requirements introduced in the update.

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4. I get a “Sorry, you are not allowed to access this page” error.

Likely Cause: Insufficient user permissions or a security plugin restriction.

Solution:

1. Ensure you are logged in as an Administrator.

2. If you use a security plugin (e.g., Wordfence, iThemes Security), check its logs to see if it blocked access. Temporarily disable it to test.

3. Reset your permalinks by going to Settings → Permalinks and clicking “Save Changes” (this flushes rewrite rules).

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5. The plugin causes my site to load slowly.

Likely Cause: Resource-intensive operations, hosting limitations, or conflict with caching.

Solution:

1. Check if your hosting environment meets our minimum requirements (PHP 7.4+, sufficient memory).

2. Clear all caching (plugin, CDN, server-level) after installing or updating.

3. If the plugin processes large datasets (e.g., imports, reports), consider running these operations during off-peak hours.

4. Enable object caching (Redis/Memcached) if your hosting supports it.

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6. I'm not receiving emails sent by the plugin.

Likely Cause: WordPress does not send emails reliably; hosting mail server limitations.

Solution:

1. Install an SMTP plugin (e.g., WP Mail SMTP) and configure it to send emails via a transactional email service (SendGrid, Postmark, etc.) or your hosting's authenticated SMTP.

2. Check your spam/junk folder.

3. Verify the plugin's email settings are correctly configured with the recipient address.

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7. The plugin conflicts with my theme or another plugin. What do I do?

Likely Cause: JavaScript/CSS conflicts or overlapping functionality.

Solution:

1. Identify the conflict: Deactivate all plugins except ours and switch to a default theme (Twenty Twenty-Four). If the issue resolves, reactivate items one by one until the problem returns.

2. Once identified, check if the conflicting theme/plugin has an update available.

3. Contact our support team with the name of the conflicting theme/plugin. We may have a known workaround or be able to assist with a resolution.

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8. How do I roll back to a previous version if an update causes issues?

Solution:

1. We recommend using the WP Rollback plugin (free) to safely revert to any previous version with one click.

2. Alternatively, download the older version from your account dashboard (if available) and upload it via FTP, overwriting the current files.

3. After rolling back, please contact support so we can help resolve the issue before you update again.

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9. I lost my license key / can't find my purchase.

Solution:

1. Check the email address used at checkout. Search for [Your Company Name] or [Payment Processor].

2. Log in to your account on our website at [Insert Account URL] . All licenses are available under “My Account” → “Downloads” or “Licenses”.

3. If you still cannot locate it, contact us with your order number or the email address used for purchase.

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10. Do you offer support for customisations or third-party integrations?

Standard Support: No. Our standard support covers installation, configuration, and defect resolution for the plugin's documented features.

Custom Work: If you need custom development, theme conflicts resolved, or third-party integrations beyond our documentation, we offer paid consulting services. Contact our support team for a quote.

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Still Stuck?

If none of the above resolves your issue:

1. Gather the following:

   • WordPress version

   • PHP version

   • Plugin version

   • List of active plugins

   • Any error logs (from /wp-content/debug.log or your hosting panel)

2. Contact us at: support@prowebdesign.co.za or open a ticket here

We aim to respond within 48 business hours.