Order number
Identify the exact WooCommerce order so support can inspect its payment and fulfillment history.
Replacement & issue handling
Start with the order. Then diagnose the access.
Replacement or refund eligibility depends on the published terms for the specific product and plan. This page explains the support workflow without inventing eligibility that the store has not published.
Product and plan
State the service and duration or access type. Similar brands can have materially different plans.
Exact failure
Describe what failed, what message appeared, and when it happened. “Not working” is technically information, just not much of it.
Relevant evidence
Attach or reference screenshots only when they help demonstrate the issue. Never expose passwords or payment-card details.
Policy status
No merchant-specific eligibility terms are published here yet.
Contact support before assuming that a product qualifies for replacement or refund. Staff can review the order and the terms that apply to that service.
Review released access and fulfillment status.
Your authorized order view is the cleanest place to confirm what was released and the order status before opening a support request.
Open My AccountSend one complete support request.
Include the order number, product, plan, failure details, and relevant evidence in the first message to reduce unnecessary back-and-forth.
Open Support