How can I get support if my WooCommerce plugin is not working?

If you have problems with our plugins or something is not working as it should, first follow this preliminary steps:

  • Test the plugin with a WordPress default theme, to be sure that the error is not caused by the theme you are currently using.
  • Deactivate all plugins you are using and check if the problem is still occurring.
  • Ensure that you plugin version, your theme version and your WordPress and WooCommerce version (if required) are updated and that the problem you are experiencing has not already been solved in a later plugin update.

If none of the previous listed actions helps you solve the problem, then, submit a ticket in the forum and describe your problem accurately, specify WordPress and WooCommerce versions you are using and any other information that might help us solve your problem as quickly as possible.
If you are using the premium version of the plugin, we invite you ask for assistance in our support desk.

Is the plugin compatible with every WordPress theme?

Compatibility with every theme is impossible, because there are many, but generally if themes are developed according to WordPress and WooCommerce guidelines, YITH plugins are compatible with them. Yet, we can grant compatibility with themes developed by YIThemes, because they are constantly updated and tested with our plugins. Sometimes, especially when new versions are released, it might only require some time for them to be all updated, but you can be sure that they will be tested and will be working in few days’ time.

Can I set an expiration date for collected points?

Yes, you can set for how many days (since they have been collected) points are valid. You can do that in section “Expiry Settings” in plugin option panel.

Can the user redeem the points and take advantage of free shipping at the same time?

The answer is yes, but only under two conditions:

  • if you enabled the free shipping among the WooCommerce shipping methods (learn more about it)
  • if you enabled the Allow free shipping to Redeem entry in the plugin settings dashboard.
Can I edit the users’ points balance manually?

Yes, you can add or remove the points from the user’s points history.

For further information, click here

How does the plugin work with taxes?

The plugin calculates points on prices without tax.

Can I use points and coupons in the same order?

Yes, you can decide to allow it or not, by choosing your settingss from the option called Coupons allowed as explained at the end of this page.

Please, note: it’s essential that you enable the use of coupon codes from your WooCommerce settings for the plugin to work well.

Is it possible to restrict points that users earn to auctions or auction products?

Yes, you can do that if you create a category in which you add all your auction products (created with YITH Auctions plugin) and then you enable the points awarding only for that specific category.

Is it possible not to award points on orders where points are redeemed?
No, unfortunately, this is not possible. Yet, the points can only be applied to the total that the customers will actually pay, so if their order is worth €100 and they use points for a €20 discount, they will only pay €80 and the system will award them the equivalent of €80 (and not €100).