Do you need help with WPForms? Our support team can help you troubleshoot any form questions or functionality issues you run across with WPForms or our addons, but we’ll need your help to ensure the best and most efficient support.
In this tutorial, we’ll discuss questions you should consider before reaching out to support. These are the most common causes of issues, and addressing them may even help you to resolve the issue.
- Is WPForms Fully Updated?
- Is WordPress Core Fully Updated?
- Is Your Hosting Service Up-To-Date?
- Does Your Site Use Optimization or Caching?
- Could Another Plugin Be Causing a Conflict?
- Is Support Still Needed After Steps 1-5?
Note: If the issue you’re seeing is related to either notification emails or CSS, please check out the following, more specific tutorials:
1) Is WPForms Fully Updated?
Our team regularly releases updates for WPForms. These updates add and improve functionality, and a past update may have addressed the issue you’re seeing.
Note: For a list of all changes included in each update, checkout the WPForms changelog.
The first and most important step in troubleshooting is always to make sure the WPForms plugin is updated.
Ensuring that WPForms is fully up to date on your site requires two steps:
- First, check that your WPForms license key is verified on your site.
- Then, go to Dashboard » Updates and see if an update for WPForms is available.
2) Is WordPress Core Fully Updated?
To check if an update for WordPress core is available, log into your site and go to Dashboard » Updates.
If you see a notice that reads “You have the latest version of WordPress”, then you’re all set!
If an update is available, though, be sure to run it. Keeping WordPress core up to date is critical for security and compatibility with plugins.
For more information, check out WPBeginner’s tutorial on why it’s so important to keep WordPress fully updated.
3) Is Your Hosting Service Up-To-Date?
Sometimes issues you see on your site can occur because a hosting service is not working properly or isn’t up-to-date with the latest WordPress requirements.
The latest WordPress release (as of September 2021) recommends PHP 7.4 or higher, MySQL 5.6 or higher (or MariaDB 10.1 or higher), and Apache or Nginx are also recommended.
Note: To view the full list of WordPress requirements, be sure to check out their documentation for more details.
To see what versions your site’s server is currently using, you can go to WPForms » Tools and click on the System Info tab. From here, you’ll need to scroll to the section titled Webserver Configuration.
If your site’s server isn’t meeting the minimum required versions, the next best step is to contact your hosting provider and ask about how to get these updated.
To find more about hosting services and requirements, check out WPBeginner’s article on choosing the best hosting provider for WordPress sites.
4) Does Your Site Use Optimization or Caching?
Caching and optimization plugins can unintentionally end up breaking the functionality of your forms. This includes causing essential code to load in an incorrect order, or not at all.
One way to quickly tell if one of these plugins is creating an issue within your forms is to check your form’s validation. By default, WPForms validation messages will be in red:
Please also be sure to look for any caching plugins that you have active on your site, and clear out their cache. This will make sure that you’re seeing the most updated version of your site.
Note: If you’re using WP Rocket on your site, please check out our guide on using WPForms with WP Rocket.
5) Could Another Plugin Be Causing a Conflict?
If you see functionality that doesn’t work properly or an unexpected error, the issue may be the result of another plugin’s code acting outside of its intended scope.
Luckily, it’s usually fairly easy to track down the source of a conflict issue. WPBeginner’s guide to troubleshooting will walk you through all the steps you’ll need for this process.
Following this process may allow you to solve the issue on your own, though any information you can gather will go a long way to helping our support team to more quickly assist.
If you do find a plugin that’s creating a conflict, the best next step is to contact their support team or plugin author.
If you’re not sure how to choose a good plugin that’s unlikely to cause conflicts, be sure to check out WPBeginner’s guide to choosing high quality WordPress plugins.
6) Is Support Still Needed After Steps 1-5?
If you have progressed through the first five steps but have not been able to resolve your issue, then you are ready to reach out to WPForms Support.
Here’s how to help our support team provide the best possible assistance:
- Please be specific as to both the problem and your desired functionality for WPForms, and provide any URL(s) being discussed. By setting up logging, you can collect details (such as error messages) to get a better understanding of the activity within your forms.
- Please be concise. If you have multiple questions or a longer message, consider using bullets or numbers to help keep your questions clear and distinct.
Submitting an Email Ticket
To access our paid plugin support, you’ll need to log into your WPForms account and select the Support tab.
Here you should see a form with the following fields. Please note an asterisk (*) will mark a required field.
- Name*: This lets us know who we’re talking to.
- Email*: This is the email we’ll send all replies to.
- What can we help you with today?*: This helps us quickly identify the type of question you are asking.
- Your Website*: We can often replicate an issue just by seeing a form embedded on a page. Please consider adding a URL for a page with the form being discussed.
- Access to Your Website*: Site access allows our support team to investigate quickly and efficiently, but if you’d rather not provide site access, we don’t require it.
- Your Website Username and Your Website Password: This can help us to troubleshoot more quickly. Be sure to set the user role to Administrator, so our support team can access WPForms in the WordPress admin area. To securely share your login details with our support team, please see our guide for more details.
- Issue/Message*: Here you can let us know the issue you’re encountering and how to replicate it in a specific, concise description.
When you’re ready, click the Submit button, and you should immediately receive an email to confirm that we’ve received your support ticket. A member of our support team will follow up with a response to your message as soon as possible.
Thanks for taking the time to proactively address these issues, and our support will be happy to help further!
Next, would you like to test out your forms before you publish them? Our complete form testing checklist will walk you through the process step by step.