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 resolve the issue for you.
- 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:
– Troubleshooting Notification Emails
– Troubleshooting CSS Styling
1) Is WPForms Fully Updated?
Our team regularly releases updates for WPForms. These updates add and improve functionality, and a past update may even have addressed the issue you’re seeing.
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 August 2017) recommends PHP 7 or higher, MySQL 5.6 or higher (or MariaDB 10.0 or higher), and Apache or Nginx are also recommended.
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 best next 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 how to choose the best hosting provider for WordPress sites.
4) Does Your Site Use Optimization or Caching?
Caching and optimization plugins can have unintended side-effects that end up affecting the functioning 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 are creating an issue within your forms is to check your form’s validation. By default, WPForms’ validation will be in red:
You’ll also want 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.
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.
Not sure how to choose a good plugin that’s unlikely to cause conflicts? 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 four steps but have not been able to resolve your issue, then you are ready to reach out for 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.
- 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.
- Your Website Username and Your Website Password: This can help us to more quickly troubleshoot, and please create a temporary admin user if you prefer.
- 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 to click the Submit button, 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.